Contact Lens Coordinator - Ophth Clinical Support SEI

Patient/Customers

• Learns and understands patient/customer needs and expectations, then provides best possible solution(s).
• Anticipates probable patient/customer physical and emotional needs.
• Learns each individual patient/customer needs and does the best possible job of satisfying those needs.
• Facilitates and delivers patient/customer service seamlessly across system boundaries.
• Maintains patient/customer and family safety and security.
• Modifies interactions to accommodate the diverse needs of patient/customer and family.
• Maintains wait times and keeps patient/customer informed.
• Maintains patient/customer and family confidentiality and respect.
• Provides the best possible solutions, responsive to each patient/customer’s needs and concerns.
• Cares for patients in age groups from infants to geriatrics, with a majority of the patients in the 40+ age range.

Contact Lens Services

Program Functions

• Completes online contact lens prescription verifications.
• Manages the contact lens inbox in EPIC, triages messages, and initiates calls to the appropriate person in a timely manner.
• Completes documentation and verifies and inputs contact lens prescriptions.
• Processes contact lens orders and re-orders as needed.
• Schedules patients for their contact lens dispense, insertion and removal trainings, and follow-up appointments.
• Maintains excellent communication with patients regarding appointments, lens orders and delivery.
• Makes every attempt to meet patient’s expectations in all areas of their expertise.
• Maintains and tracks contact lens orders ensuring packages are accounted for.
• Manages all vendor invoices in a timely manner and submits them to Scheie accounting staff for payment.
• Develops and maintains computerized referring provider database for contact lens service.

Financial Management

• Provides in-person financial counseling to patients on specialty contact lens days.
• Reviews potential costs and has patients sign the “patient agreement form”.
• Identifies and resolves payment issues at the time of service.
• Identifies the need for and obtains the appropriate referrals or pre-authorization for appointments and products.
• Maintains basic knowledge of all managed care plans with which UPHS participates.
• Reminds patients to bring insurance cards, co-payment and any other forms/information to their appointment.
• Assesses insurance coverage and notifies self-pay patients of responsibility for payment at time of service and understands who to transition to for financial counseling.
• Reviews documentation, vision forms and encounter forms for accuracy and completeness and identifies errors for provider correction.
• Manages errors and edits reports for contact lens service (e.g. Missing Charge Report and Edit Reports).
• Collects payment for services and secures payment in cash drawer.
• Processes credit card transactions at the close of business.
• If the patient presents to check-in without a referral, takes the necessary action to obtain the referral; interacts effectively with patients to explain their rights and responsibilities.
• Resolves simple patient billing problems.
• Provides back-up support to our Financial Service Representative including the following tasks:
• Performs insurance verification according to UPHS guidelines.
• Responsible for resolving complex billing questions for patients and insurance carriers.
• Performs pre-authorizations and pre-certifications.
• Acts as a resource for the rest of the department.

Patient Management

• Determines and documents special patient needs in the comment field as appropriate.
• Informs the patient to bring any records pertinent to the reason for the visit.
• Aids patients by directing them to the appropriate location for service.
• Affirms the status and informs the patient/family of appointment delays/changes.
• Explains check-in and checkout procedures to patients.
• Schedules contact lens appointments.
• Reports any problems to the immediate manager.
• Notifies the clinical staff that the patient is ready for his/her appointment.
• Assumes responsibility for the patient while in the waiting room.
• At checkout reviews the encounter form for completeness.
• Utilizes process to triage issues, which can be solved by themselves and that need to be triaged to a contact lens provider, ophthalmology technician, optometrist or ophthalmologist either immediately or within a specific period of time.

Collaborator

• Collaborates with physicians, administration and other staff to achieve desired patient outcomes, solve problems and improve processes.
• Proactively enlists and provides support to continuously improve quality patient care and customer satisfaction.
• Works with other supervisors and staff to assign resources across practice as needed.

Equipment Management

• Responsible for the assessment of all equipment and maintenance of clinical equipment to maintain working order for patient care.
• Works directly with Clinical Engineering for preventative maintenance and repair of equipment.
• Maintains supply stock levels for all rooms as needed for daily operations.
• Prepares all supply orders for manager signature.

Phone Management

• Answers phone and takes messages according to UPHS standards.
• Solves issues as appropriate for job performance.
• Maintains predetermined departmental standards of phone activity and measurements.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures.

Other Duties

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