121040 Patient Services Coordinator

Responsibilities:

• Patient/Customer Service Accountabilities:
• Greets and interacts with patients in a positive, pleasant and professional manner, whether on phone or in person.
• Listens carefully and communicates clearly with patients to ensure understanding of patient’s request. Analyzes problems from the customer’s point of view.
• Learns/anticipates the individual patient/customer need(s) and does the best possible job of satisfying those needs using the best solutions that are responsive to those need(s). Documents needs, as appropriate, in EPIC.
• Establishes positive relationships with patients by demonstrating knowledge of patient history with practice, treating them with compassion, and responding to their individual needs.
• Handles stressful patient/customer situations appropriately.
• Delivers seamless patient/customer service and provides recovery for lapses in service as needed.
• Ensure patient/family confidentiality, respect, safety, and security.
• Identifies opportunities to improve the patient experience, including areas identified in patient satisfaction surveys. Provides comments and feedback to management team to maintain and improve quality of service.
• Supports team, as required or needed based on daily workloads, by assisting with work processes that fall outside of their assigned role. Asks questions if/when uncertain about something.
• Ensures communication and collaboration with clinical staff and fellow co-workers to serve patients to the best of his/her ability.
• Shows initiative, sets priorities, organizes tasks, and works independently and as part of a team while completing daily tasks.
• Coordinator Accountabilities:
• Ensures self and assigned area(s) are compliant with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME)
• Manages the day-to-day planning, operations and problem solving for assigned areas – ensure daily schedule and performance metrics are met.
• Develops and maintains APM templates and master schedules
• Maintains oversight of AHIQA. Runs regular financial reports and works towards reconciliation. Resolves APM financial work queues and/or issues from front-end reports which may include the patient pre & post visit, charge review, and others as requested. Proactively prioritizes recovery of missing charges.
• Performs surgery scheduling, as needed/required by the practice.
• Communicates schedule changes with Physicians, Managers and Staff
• Effectively works with manager and providers to establish, implement, and maintain practice policies, procedures and efficient systems that support daily operations.
• Tracks and submits ideas or solutions for various issues based on observations/analysis.
• Assists staff in resolving difficult patient situations or complaints
• May provide administrative support to physicians or manager(s).
• Front Desk Accountabilities:
• Takes accountability for ensuring patient/work areas are neat and clean.
• Orders supplies, as requested, for practice/department.
• As per practice/department protocols and/or measurements: answer phones in a timely manner, manage/handle patient requests and route appropriately, retrieve voicemails in a timely manner, take accurate/thorough messages and route appropriately through EPIC.
• Schedule patient appointments (on phone or in person) accurately and completely: determines reason for visit, utilizes knowledge of schedules and protocols, uses proper billing area/appointment location, offers alternatives if desired provider/location/time unavailable, cancels/reschedules appointments as needed, communicates changes to patient and confirms appointments.
• If scheduling patients via telephone, reminds patient what to bring to appointment (insurance card, test results, referrals, etc.). Encourages patients, as appropriate, to sign up for My Penn Medicine.
• Is responsible for arriving/departing activities of patient at practice and performs point of service activities: collects copays and records accurately, obtains necessary signatures/forms, obtains insurance cards, referrals/authorizations as required and updates EPIC accordingly, changes appointment status in EPIC as per protocol, finalizes all check-out procedures as per practice protocol.
• Communicates with patients regarding patient flow and wait times – keeps manager aware of potential issues as they arise.
• Issues referrals and obtains pre-authorizations for patients as required and as per protocol.
• Successfully navigates and resolves EPIC work queues – escalate as needed.
• Maintains up to date knowledge of insurance requirements pertinent to patient service and billing procedures: including basic knowledge of all managed care plans UPHS participates with and which insurers require a copayment or referral.
• Achieves proficiency in automated systems; such as EPIC APM and EMR (including inbasket), hospital based EMRs (where necessary), Navinet, credit card machines, IPayment, etc.
• Validates patient demographic/insurance information and/or registers new patients into EPIC using established protocols: validates financial responsibility prior to service utilization, completes an accurate financial interview at time of registration, verifies insurance and copies both sides of card into chart.
• Records receipts according to practice protocol so as to ensure appropriate end of day reconciliation. Participates in cash reconciliation delineations.
• Complies with educational and training requirements at prescribed intervals (via Knowledge Link and/or other methods as required).
• Is flexible and readily adopts new processes and is engaged in practice operation changes.
• May be required to perform other PSA-related duties as requested or assigned.
• Access Accountabilities:
• Coordinates clinical and administrative aspects of the new patient scheduling encounter.
• Performs within the expected outcome of the Automated Call Distribution (ACD) environment
• Maintains predetermined standards of telephone activity and measurements
• Solves telephone issues as appropriate and timely reports problems related to telephone volume and performance to manager
• Follows established downtime procedures for registration
• As needed: assist with coverage of POS and Pre-Processing Areas, create/mail new patient packets, appointment ‘bumping’, wait list scheduling, resource scheduling, and team scheduling.

Credentials:

Education or Equivalent Experience:

• Associate of Arts or Science (Required)
• 3-5 Years of Medical Office Experience
• H.S. Diploma/GED (Required)
• College Degree (2 or 4 year degree)