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Patient Services Coordinator, Per Diem

Company: Brigham and Women’s Hospital
Location: Nantucket
Posted on: September 17, 2020

Job Description:

Job Summary:

Under general supervision,the Patient Services Coordinator providesadministrative support to health care providers in high-volume ambulatorysettings, functioning as the primary interface between the patient and theproviders. The emphasis is placed on the ability to organize priorities,complete tasks, manage confidential patient information , schedule patient appointments and diagnostic testing, referrals andother managed care related issues. The PatientServices Coordinator is responsible for front desk greeting, check in, checkout, scheduling patient appointments, diagnostic testing, coordinatingreferral, authorizations and managed care related issues. This position isresponsible for managing the day-to-day patient flow at time of check-in andcheck-out. The Patient Services Coordinator is expected to take completeresponsibility for every customer interaction by creating a welcomingenvironment and providing outstanding service. The Patient Services Coordinator will work with colleagues andclinicians in one or a combination of ambulatory settings.

Demonstratesa commitment to the NCH/NCMG Mission, Standards of Behaviors, and departmentservice vision.

Enthusiasticallyconnects with a diverse population of patients, caregivers and colleagues.

Prioritizeswork in alignment with the needs of the patients, family members, caregiversand colleagues.

Abilityto maintain a high level of professionalism and handles all situationsdiplomatically and courteously.

Consistentlymaintains a comfortable, clean and safe setting.

Adheresto department dress policy.

Attention to Detail Adheresto assigned schedules to ensure appropriate staffing coverage.

Performsall check-in and check-out functions.

Receivesand responds to internal and external telephone calls from patients,caregivers, coworkers and other departments.

Schedulesall forms of ambulatory patient appointments.

Responsiblefor collecting patient payments.

Communication Demonstratesstrong verbal and written skills.

Providesaccurate information and clear explanations regarding appointment requirements,instructions and policies and procedures.

Adaptscommunication style to varying customer needs.

Exhibitsdiplomacy and communicates with others in a manner that demonstrates respect,professionalism and a commitment to the team.

Offersand seeks assistance to and from coworkers that supports the team and ensuresthat patient needs are not compromised.

Providescross coverage during unexpected and scheduled absences.

Participatesin department initiatives and contributes to the team’s success.

Actsas a liaison between key departments, providers and coworkers.

Assistsin mentoring new staff as directed.

Flexibility & Resilience Demonstratesflexibility and adapts to shifting priorities in response to the needs of patients,caregivers and colleagues. This includes cross coverage with other ambulatorydepartments when necessary.

Respondsto change with a positive attitude and remains open-minded.

Demonstratesability to rebound quickly when confronted with challenging situations.

Demonstratesa willingness to learn.

General Responsibilities : Has primary responsibility for scheduling andrescheduling patient appointments in accordance with established guidelines. Utilizeswait list to fill cancelled appointments.

Answers and triages incoming telephone calls, takesmessages and assists patients and families with problem resolution bothin-person and over the telephone to include the “MD access line”.

Conducts appointment confirmation calls and sendsconfirmation letters when applicable.

Reviews the daily patient schedule and ensures that allappropriate preparations are in place to facilitate efficient patient flow forthe day and correct demographic and insurance information is in place.

Understand HMO, managed care and other third-party insurers. Function as a patient resource around managed care plans, and insurance and referral issues with the knowledge to perform electronic insurance verification. Understand financial services and self-pay resources, and to provide patients with information as needed.

Greets patients and visitors. Performs all patient check-in dutiesincluding payment collection, informing patients of anticipated wait times, andcollecting and ensuring all necessary paperwork is completed.

Provides cross coverage as necessary, including lunchand vacation coverage.

Monitors Televox for patient appointment confirmations.

Works closely with other Nantucket Cottage MedicalGroup/Nantucket Cottage Hospital departments to schedule visits.

Coordinates interpreter services and patienttransportation as necessary.

Prints pre-visit summary and labels at check-in andafter visit summary upon check-out with-in the hospital campus.

Obtains pertinent new patient information.

Schedules ancillary appointments.

Responsible for assisting and obtaining appropriatereferral information from referral source.

Pre-screens incoming referrals according to selectioncriteria.

Coordinates medical documentation, scanning and indexinginto the electronic medical record.

Effectively navigates Epic, legacy systems, PatientGateway and MS Office suite technology systems. May function as a super-user as applicable.

Responsible for sorting mail, incoming electronic faxqueues and directs correspondence to the appropriate recipient.

Monitors and manages Patient Gateway daily.

Coordinates clinical and/or physician administrativeschedules.

Maintains patient confidentiality in compliance withHIPAA guidelines.

Perform other duties as assigned.

Essential Qualifications, Knowledge, Skills, and Abilities Required for the Position Interpersonal requirements:

Must demonstrate strong interpersonal skills and be able to work cooperatively as part of a team and to work independently. Requires strong communication skills and good command of the English language.

Must be able to communicate effectively and professionally with internal and external customers.

Technical requirements:

Proficiencywith MS Windows and strong keyboard skills. Demonstrated understanding of managed care and other insuranceplans. Knowledge of HIPAAConfidentiality and Privacy Policies. Requires understanding of NCH/NCMG emergency protocols. Scheduling systems knowledge preferred. Knowledgeof medical terminology and Epic systems experiencedesirable.

Environmental requirements:

Fast paced practice environment handling multiple demands. Exceptional organizational skills and flexibility to manage multiple tasks simultaneously. Must demonstrate acumen for attention to detail. Must be able to exercise appropriate judgment as necessary and strong problem-solving skills. Requires ability to adapt positively to changes related to policies, procedures, regulations and staffing.

Ability to: Ability totactfully communicate with both internal and external customers.

Ability to handlestress and work in emergency situations.

Ability to use offingers and hands to operate all department-related equipment and to performall job duties. Additionally, must usebeeper, telephone, calculator, fax, and other related office equipment.

Ability tofrequently bend, using back and knees.

Ability to standand walk 40%, sit 60% of the time. Ability to frequently climb, bend, reach, stoop, squat, help liftobjects from five to fifty pounds and move patients via wheelchair orstretcher.

Ability topresent themselves in a professional manner.

Ability to workboth independently or with a team approach.

Demonstratedability to work effectively and courteously with various groups of patients,staff, and providers.

Demonstratedability to problem solve and functions as a resource to other members of the teamand resolve complex issues on behalf of the providers and the patients.

Credentials and Experience Required Associate Degreein Secretarial Science/Business, or a secretarial training certificate program,preferred. Highschool diplomarequired.

Medicalexperience in a Doctors office is strongly preferred.

Minimum of 2years secretarial experience or equivalent in a medical or health care relatedsetting preferred.

Demonstratesexcellent Customer Service skills

Computer skills includingMS Office necessary to utilize multiple programs required.

Valid driver’slicense preferred to run errands locally or if delivery of equipment isrequired

Special Requirements Days, evenings,weekends and holidays required for this position.

Must be availableto work in the case of a declared hospital emergency.

The hospital does not discriminate on the basis of race, color, national origin, citizenship, alienage, religion, creed, sex, sexual orientation, gender identity, age, or disability.

Primary Location

Keywords: Brigham and Women’s Hospital, Nantucket , Patient Services Coordinator, Per Diem, Other , Nantucket, Massachusetts

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