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
Adaptscommunication style to varying customer needs.
Exhibitsdiplomacy and communicates with others in a manner that
demonstrates respect,professionalism and a commitment to the
Offersand seeks assistance to and from coworkers that supports
the team and ensuresthat patient needs are not compromised.
Providescross coverage during unexpected and scheduled
Participatesin department initiatives and contributes to the
Actsas a liaison between key departments, providers and
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
Demonstratesability to rebound quickly when confronted with
Demonstratesa willingness to learn.
General Responsibilities : Has primary responsibility for
scheduling andrescheduling patient appointments in accordance with
established guidelines. Utilizeswait list to fill cancelled
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
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
Monitors Televox for patient appointment confirmations.
Works closely with other Nantucket Cottage
MedicalGroup/Nantucket Cottage Hospital departments to schedule
Coordinates interpreter services and patienttransportation as
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
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
Maintains patient confidentiality in compliance withHIPAA
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
Must be able to communicate effectively and professionally with
internal and external customers.
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.
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
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
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
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.