Coordinator-Customer Service II

Purpose of Position and Scope of Responsibility

The Coordinator-Customer Service II serves as the first point of contact for patients and visitors. This role involves a variety of administrative and customer service tasks aimed at ensuring a smooth and efficient clinic experience for patients and staff. Coordinates and directs the office activities of the physician practice. May be responsible for financial counseling, verifying insurance, collecting co-pays, co-insurances, and past due balances. Handles appointment scheduling and makes appointment reminder phone calls. Manages pre-certifications and maintains a professional working relationship with insurance companies.

Displays good public relations and communication skills. Principal Accountabilities/Responsibilities

• Verifies insurance, communicates regularly with carriers and other regulatory agencies for reimbursement purposes.
• Performs daily and monthly close out procedures for internal controls and cash balancing.
• Maintains working knowledge of insurance co-pays and deductibles, and workman's compensation protocols to ensure accurate and compliant billing information.
• Promotes customer satisfaction while maintaining a positive, professional manner in both verbal and nonverbal communication.
• Possesses comprehensive knowledge of corporate policies and procedures as they relate to clinic operations.
• Answers telephones, takes, and directs messages on a timely basis according to the direction and location appropriate to maintain continuous workflow.
• Performs accurate charge entry.
• Complies with all organizational policies regarding ethical business practices.
• As necessary, calls patients to obtain payment due or make financial arrangements for scheduled exams.
• Schedules appointments, gathers demographic and insurance information and enters into the practice management system.
• Maintains an organized and efficient work environment by keeping files and records neat and orderly to promote a smooth work-flow and to ensure confidentiality.
• Captures and inputs accurate data, both demographic and medical, collects appropriate fees at time of service and assists patient with financial counseling when appropriate.
• Completes assigned goals.

Minimum Qualifications

• High school diploma
• One (1) year of experience in a physician practice or clinic

Desired Qualifications

• Collegiate of medical trade completion
• Associate's degree
• Two - Three years of customer service experience