Patient Service Coordinator

About the Role

Serves as the initial contact person at the medical practice or hospital department and greets patients in a courteous and professional manner. Coordinates efficient patient flow through the practice or hospital department assigned. Makes appointments, registers patients, collects co-payments, processes Time-of-Service (TOS) payments, updates demographic and insurance information, and provides patients with follow-up appointments and requisitions for tests.

Responsibilities

• Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards.
• Compliers with governmental and accreditation regulations.
• Manages the intake of patients into the practice, screens for emergent conditions, registers, verifies insurance, and explains patient responsibility regarding payment for services and co-pays.
• Collects copayment prior to care, posts time of service (TOS) payments, collects and reviews all encounter forms, and prepares charge batches as assigned.
• Ensures appropriate and timely status assignment of all appointments.
• Schedules appointments, including follow-up and referral appointments.
• Completes requisitions for tests as applicable.
• Answers the telephone in accordance with policy and service expectations, provides telephone triage, disseminates messages appropriately utilizing available technology, and prioritizes calls appropriately and timely.
• Prepares, updates, and copies forms, reports, and records on a routine basis; scans, imports, and indexes regularly to keep information flowing into patients' medical records.
• Contacts patients regarding missed appointments; monitors and tracks no-shows and enters data into the system.
• Performs check-out procedures by inputting patient charges and verifying patient demographic and insurance information, ensuring charges are entered in a timely manner in accordance with departmental procedures.
• Supports organization initiatives related to new technology, clinical programs, and improving the patient experience. Seeks opportunities for improvement in all administrative processes and services.
• Ensures optimal patient flow by managing variable and sometimes unpredictable patient volume throughout the day and by providing backup to other members of the team.
• Interacts effectively with colleagues, medical providers, and others to communicate essential information and to ensure a high level of patient experience.
• Takes personal responsibility for the neat appearance of the work location, including the front office reception area, break room, and other assigned areas, assuring each area represents MedStar Health in a positive manner.
• Participates in meetings and on committees as needed or assigned.
• Adheres to MedStar's high reliability organization (HRO) principles and embodies Just Culture standards.
• Participates in multi-disciplinary quality and service improvement teams.

Qualifications

• High School Diploma or GED required.
• One year of relevant education may be substituted for one year of required work experience.

Experience

• Less than 1 year to 6 months - 1 year experience providing high-quality customer service required, preferably in a healthcare setting.
• Preference given to candidates whose experience includes the use of computerized schedules, registration systems, and electronic records.
• Working knowledge of IDX/GE Centricity Business preferred.

Licenses and Certifications

• CPR - Cardiac Pulmonary Resuscitation (includes BLS and NRP) for healthcare providers from either the American Heart Association (AHA) or American Red Cross within 90 days required.
• Additional unit/specialty certifications may vary by department or business unit.

Skills

• Excellent interpersonal communication and customer service skills and good telephone etiquette.
• Knowledge of medical terminology and effective oral and written communication skills.
• Ability to perform in a high-pressure environment, organize and prioritize work, deal effectively and professionally with a variety of different individuals, and support and monitor the needs of multiple medical providers.

Pay

This position has a hiring range of USD $18.70 - USD $32.72 /Hr.