Patient Services Coordinator

About the Role

Tennessee Oncology, one of the nation's largest community-based cancer care specialists, is home to a leading clinical trial network. Established in 1976 in Nashville, the mission remains unchanged: to provide access to high-quality cancer care and clinical research expertise for all patients at convenient locations within their community. We are looking for talented and highly-motivated individuals who demonstrate a natural desire to support the meaningful work of community oncologists and the patients we serve.

Responsibilities

• Answers telephones and greets patients in a courteous, efficient manner; routes calls/messages to appropriate discipline/department
• Follows policy and procedures outlined by management to ensure standardization of processes across all clinics
• Conducts patient check-in, check-out and medical records, following policy and procedures
• Functions as preceptor to newly hired staff
• Properly tracks patients in EHR for next location and ensures patients are not missed
• Obtains pre-patient registration, demographic and insurance information and enters appropriately into Patient Management System (PM) or Electronic Health Record (EHR), including all paper/electronic documents
• Ensures eligible patients have proper distress screening
• Collects co-payments and/or payments at time of service and manages end of day procedure to include daily deposit and sign in sheets
• Ensures canceled and missed appointments are followed up and properly documented
• Schedules patient appointments, including internal and external
• Runs and/or works daily reports to identify patients with unscheduled orders
• Performs tasks related to Governmental, Insurance and Quality Initiative Programs: ensures communication is distributed to patients regarding program details; generates and distributes to external providers office a Clinical Summary from Electronic Health Record (EHR); communicates information regarding Patient Engagement Portal and assists with registration process
• Maintains communication with pre-certification team for urgent cases and denial/peer to peer requests
• Ensures proper billing document(s) is faxed with diagnostic order if patient is on study
• Prepares the Electronic Health Record (EHR) for next provider visit
• Obtains necessary records prior to patient's appointment
• Follows standard operating procedure (SOP) for external follow ups
• Opens and distributes mail if necessary
• Electronically scans/imports appropriate patient related records into the Electronic Health Record (EHR)
• Distributes outbound correspondence or copies of records as necessary
• Demonstrates excellent customer service; responds promptly to patient, physician and clinical requests
• Communicates to other staff members using Instant Messaging System
• Other duties as assigned
• Ability to travel/float to other clinics for business needs
• Maintains and ensures confidentiality of patient information
• Adheres to all Tennessee Oncology policies and procedures

Qualifications

• High school graduate or equivalent with GED
• Checked off on competencies for registration and scheduling coordinator functions within 90 days
• 5 years' experience in a professional office with customer service required
• Strong computer skills including Windows file management and MS Office, and e-mail experience
• Electronic Medical Records experience required or within 90 days
• Good verbal and written communication skills
• Ability to work productively and effectively in a fast-paced environment
• Strong organizational skills and attention to detail
• Excellent customer service skills

Physical Requirements

• Able to travel to satellite clinics when necessary
• Able to lift 25 pounds