Lead Patient Services Spec

About the role

The Patient Service Coordinator at Bellevue Location is responsible for interacting directly with patients and their families to address any inquiries, complaints, or suggestions. They also advocate for patients in resolving concerns and complaints, and work to improve clinic services.

Responsibilities

• Serves as the clinic contact to listen and resolve patient/family concerns and complaints
• Gathers and researches appropriate information related to patient care, reimbursement, or community resource issues
• Fulfills the complaint through to resolution and provides feedback to patient/family
• Facilitates relationships with public
• Works with staff to resolve concerns and improve services, taking an advocacy position
• Tracks and analyzes all concerns and complaints
• Identifies problematic trends and makes recommendations for correction
• Produces regular overview reports
• Develops referral system with human services agencies and collaborates with community resource network
• Performs other duties as assigned

Requirements

• Knowledge of medical terminology and organization services
• Knowledge of administrative processes, procedures, claims processing, and preparing patient charts
• Knowledge of health care field; medical practice clinical administrative systems, departments, and practices, including financial policies and reimbursement payment requirements
• Knowledge of counseling, conflict resolution, and customer service principles and applications

Skills and Abilities

• Ability to use multi-line phone system, including transferring calls and paging
• Ability to exercise a high degree of diplomacy and tact while multi-tasking, organizing, and scheduling patients
• Ability to analyze data, policies, and requirements and prepare comprehensive reports using computers for both research and reporting
• Ability to defuse tense situations through diplomatic problem-solving
• Ability to communicate effectively with patients, staff, and external contacts via phone, in person, and through well-written reports
• Ability to maintain effective relationships with a wide variety of people
• Ability to competently use Microsoft Office, including Word, PowerPoint, Excel, and appropriate practice management software

Qualifications

• Bachelor's degree in human relations/social services, communications, marketing, or business/health administration, preferred
• Minimum of two (2) years of experience in customer services, with at least six months of experience in health care setting
• Patient Services Specialist experience preferred
• Medical terminology preferred

Other Qualifications

• Willingness to work evenings and/or weekends as needed
• Willingness to attend continuing education courses at the request of the employer

Core Competencies

• Serving Others with Compassion: Invests time to understand the problems, needs of others, and how to provide excellent service
• Solving Complex Problems: Seeks to understand issues, solves routine problems, and raises proper concerns to supervisors in a timely manner
• Offering Meaningful Advice and Support: Listens carefully to understand the issues and provides accurate information and support
• Performing Excellent Work: Checks work quality before delivery and asks relevant questions to meet quality standards
• Ensuring Continuous Improvement: Shows eagerness to learn new knowledge, technologies, tools, or systems and displays willingness to go above and beyond
• Fulfilling Safety and Regulatory Requirements: Demonstrates basic knowledge of conditions that affect safety and reports unsafe conditions to the appropriate person or department
• Demonstrating Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service
• Stewarding Organizational Resources: Displays understanding of how personal actions will impact departmental resources and makes data-driven decisions to consistently achieve results on time and without error
• Generating New Ideas: Willingly proposes/accepts ideas or initiatives that will impact day-to-day operations by offering suggestions to enhance them
• Applying Technology: Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action
• Adapting to Change: Embraces change by keeping an open mind to changing plans and incorporates change instructions into own area of work