New Patient Coordinator

Entity: Clinical Practices of University of Pennsylvania

Department: Dermatology Surgery

Location: Hospital of the University of Pennsylvania- 3400 Spruce St

Hours: Full-Time, 7:30AM-4:00PM

JOB SUMMARY

This position is responsible to provide optimal new patient coordination in an integrated, multi-disciplinary environment. Care will be coordinated across multiples specialties and ancillary departments within UPHS. Employee will ensure that all new patients are well prepared for their first visit by making certain patients are being seen by the appropriate physician and specialty and that patients arrive for their appointment with all pertinent information to ensure optimal care coordination (medical records, test results, referrals, copays). In addition, patients will be provided information on directions, parking and building navigation.

The position requires that the individual convey a positive image of UPHS through excellent communication and customer service skills in support of patients/families and to ensure an ideal patient experience.

Accountabilities

· Act as point of contact for all new patients for department.

· Serve as specialty expert of nuances of care coordination so that patients are seen by the appropriate physician and specialty.

· Schedule new patient and surgery appointments with appropriate physician and/or group with emphasis on working with providers on a regular basis to ensure that the right diagnosis and patient is scheduled with appropriate provider.

· Coordinate appointments as needed across multiple departments in the health system to ensure patients receive appropriate care.

· Schedule all melanoma and complex cases for the department and ensures that pathology reports, site photos, and slides are received.

· Follows new patient coordination protocols to ensure that patients are coordinated and prepared for visit in an organized, consistent and seamless manner.

· Coordinate/organize all facets of new patient appointment – scheduling, coordination of medical records, test results, pathology results – all information needed to ensure an optimal level of care coordination.

· Coordinates the scheduling of diagnostic tests, other evaluations and review of necessary information prior to new patient appointment.

· Responds to patient inquiries or problems. Answer questions regarding practice, procedures, tests, directions etc.

· Coordinate the retrieval and flow of outside medical records to ensure receipt and appropriation (review by provider, scanning, etc.) of records for visit.

· Reschedules new patient appointments appropriately.

· Ensures optimal patient experience through coordination and communication.

· Follows Health System and Department Protocols for Epic Messaging.

· Communicates issues effecting flow with managers and providers as necessary. Keeps manager aware of potential issues or problems as they arise.

· As required, maintains compliance with all federal, state and local regulatory standards and requirements, including TJC,

· Department of Health, funding agencies, FDA, HIPPA, HCFA, DPW, LCGME, SCGME, department specific guidelines and other.

· Ensures patients have been properly registered and referred to Financial Counseling. Makes sure new patients arrive for new patient appointment with referral and copays, as appropriate.

· Maintains an excellent understanding of managed care plans and protocols for referrals, co-payments, and precertification.

· Readily adopts and is engaged in practice operation changes

· Is proficient in the use of all system applications necessary for practice operations, including, but not limited to:

· Performs duties in accordance with Penn Medicine and entity values, policies, and procedures.

· Other duties as assigned to support the unit, department, entity, and health system organization.

Education or Equivalent Experience:

· High School Diploma (Required)

· A minimum of five years of experience in a medical office setting or customer service experience (Required)

· Bachelor's Degree and 2+ years of experience in a medical office setting or customer service experience (Preferred)