Patient Access Coordinator- Orthopedics

Position Function And Duties

Communication:

• Ensures excellent patient service at all times.
• Provides patient with all necessary information related to the scheduled appointment.
• Mindfully asks if patient requires mobility or communication assistance.
• Accepts and returns patient calls using appropriate telephone etiquette.
• Maintains the patient's confidentiality.
• Answers the telephone, files, pre-loads, and performs chart preparation and record retrieval as needed.
• Provides the patient with appropriate educational materials related to the exam/appointment.
• Prepares the patient verbally for the recommended use of the Follow My Health Portal and Health Grid functionality.
• Utilizes the electronic medical record (EMR) to appropriately document within the patient chart for provider correspondence related to the appointment and/or needs of the patient.
• Appropriately communicates with providers and office any questions or concerns related to the patient's service.
• Answers telephone promptly and politely while identifying the department and person speaking.
• Takes accurate and concise messages when appropriate and directs calls to the appropriate staff/department as needed with overall goal being to find solutions as promptly as possible.
• Affirms appointment location, time, and educates patient on what to expect at the appointment location in terms of screening, check in, etc.

Financial:

• Verifies eligibility for all insurances and completes the coordination of benefits according to the response.
• Safeguards all fiscal procedures by collecting co-payments when necessary and performing simple banking.
• Able to answer basic billing inquiries and directs patient to the appropriate staff to address problems and establish payment plans.

Office Duties:

• Maintains all office machinery, placing service calls when necessary.
• Maintains a clean/safe office environment.
• Keeps office neat, clean, organized and free of clutter.
• Performs other administrative duties as assigned.

Scheduling & Appointment Integrity

• Responsible for scheduling, interviewing and pre-registering all patients utilizing Huggins Hospital Provider Services.
• Answers all calls in dedicated Provider Practice relating to scheduling an appointment.
• Possesses the knowledge necessary to properly introduce and share the bias of Providers at each Practice; the operational hours and geographic location of each practice; and assist the patient with their appointment needs in a way that upholds the access to Huggins that each patient deserves.
• Ensures the patients flow through the scheduling and registration systems as quickly and efficiently as possible.
• Schedules patient in electronic medical record (EMR) according to the patient's needs at time of call, aligning appointment selection type.

Registration Integrity & Check in

• Enters the appropriate demographic and insurance information into the electronic medical record (EMR) system to facilitate patient care and appropriate billing procedures.
• Completes MSP for all Medicare patients and documents all necessary components within the patient chart.
• Ensures that the Best Practice is reviewed regularly and processes are followed consistently as outlined.
• Processes other administrative duties as assigned.

Organizational Expectations

• Attendance is an essential job function; employee comes to work daily, on time, and completes scheduled shift.
• HIPAA facilitates to maintain patient confidentiality.
• Internal communication: contributes to positive team performance and a culture of service excellence through effective communication, active listening, and respect.
• Maintains appropriate interpersonal relationships with staff, patients, and visitors at all times.
• Works as a team member with other departments.
• Safety: Practices workplace safety daily.

Employee Engagement

• Actively participates in all hospital Service Excellence initiatives and trainings.
• Attends and participates in a minimum of 50% department staff meetings and signs off on review of 100% department staff meeting minutes.
• Completes all required annual education on or before the due date.

Knowledge, Skills and Abilities

• Individuals must possess these knowledge, skills, and abilities or be able to explain and demonstrate that they can perform the primary functions of the job, with or without a reasonable accommodation, using some combination of skills and abilities and possess the necessary physical requirements, with or without a reasonable accommodation, to safely perform the essential functions of the job.
• Minimal physical effort required with occasional light lifting to a maximum of 25 pounds; stooping; and pick, pinch, type, or otherwise work primarily with fingers.
• Ability to effectively manage considerable mental stress.
• Ability to express or exchange ideas by means of the spoken word.
• Ability to receive detailed information through oral communication.
• Ability to communicate effectively with co-workers and convey information in a clear, concise and accurate manner.
• Familiarity with computer and other business machines.

Qualifications

• Prior experience in healthcare related institution and demonstrated computer skills preferred.
• Excellent interpersonal communication skills and ability to be very detailed oriented.