Position Summary: The Patient Coordinator is responsible to accurately and completely register patients, to provide optimal customer service and act as a liaison for physician teams. A person in this position will work with the practice patients, clinical teams and business offices on accurately and completely preparing the patient for their Physician, MRI, or Physical Therapy visit. The Patient Coordinator will contact patients via telephone, submit for authorizations; enter demographic, social, insurance and financial data into the Practice Management system. The Patient Coordinator will ensure that the patient has access to the patient portal, send all forms and receive completed forms prior to the patient visit.
Duties and Responsibilities:
Accurately and completely enters and/or verifies patient demographic data into the Practice Management system
For each patient visit, verifies and documents insurance eligibility, co-pay, co-insurance, and deductible and out-of-network benefits
Sends New Patient packet via postal service for patients without email access
Builds physical chart using out guides for the next day appointments and same day last minute add-ons. This includes printing any forms the patient needs to fill out at time of check-in.
Works with medical assistants to ensure patients are scheduled accurately
Provides information needed for patient visit, including directions to the appointment locations
Uses effective communication techniques to engage to engage the patient and welcome them into the practices
Uses a friendly voice, speaks clearly and understandably
Submits treatment referrals to insurance entity vial online portal, fax or telephone
Tracks and enters all referral requests via EMR on a daily basis
Communicates and coordinates referral appointments with outside specialists
Ensures that all hard copies of referral determinations are routed/scanned into the health records in a timely manner, after assigned actions are completed.
Notifies patient of referral status and transmits appropriate patient info to outside providers or facilities
Verifies and attaches authorizations for any HMO/PPO insurances to upcoming visits and submits for office visit authorization that has not yet been obtained
Responds to providers, patients and insurance inquiries and concerns regarding the status of the patient referral, care coordination or follow up status
Respond to referral phone calls, requests and questions from patients in a timely manner. Calls must be accurately managed, documented and redirected as appropriate.
Patient Coordinator will submit for follow up visits, DME, procedures, surgeries, diagnostic testing, physical therapy, specialty medications and outside physician referrals
Works in collaboration with operators and front desk personnel
During times of high volume or absenteeism, Patient Coordinator may be asked to provide cross coverage for phones, check-in and/or check-out
May assist patient with forms completion in person
Ensures that patient confidentiality is always protected, both audible and visible
HIPAA Notice of Privacy Practices is on display and given to all new patients and then every three years
Ensures compliance with all medical practice regulations, such as, but not limited to HIPAA and OSHA
Performs all other additional duties as assigned
Safety and Infection Control Responsibilities
Responsible to maintain a safe and clean environment, including department/unit based safety and infection control requirements.
ESSENTIAL ORGANIZATIONAL BEHAVIORS
Demonstrates behaviors that are consistent with the Medical Center’s Mission and Values
Performs job responsibilities in an ethical, compliant manner consistent with the Medical Center’s values, policies, procedures and code of conduct.
Works well with team members toward a common purpose. Reinforces the efforts and goals of the work group. Supports the team’s decisions, regardless of individual viewpoint.
Demonstrates flexibility in schedules and assignments in order to meet the needs of the Work Unit/Department.
Utilizes, maintains, and allocates equipment and supplies in a cost effective and efficient manner. Improves productivity through proper time management
Seeks feedback from customers and team members in order to identify and improve processes and outcomes.
Qualifications: ESSENTIAL COMPETENCIES, KNOWLEDGE & EXPERIENCE
High School Diploma (Required)
Minimum of 1 year of experience in Health Care
Competencies in the areas of leadership, teamwork and cooperation
Strong ethics and a high level of personal and professional integrity
An effective communicator at all levels in the organization, with strong oral, written and persuasive skills