Practice Coordinator 2

New Patient Scheduling and Processing

• On a daily basis reviews and works referral workqueues documenting activities within the referral record.
• Acts as the primary contact for referring physicians and new patients. Maintains electronic log for accurate tracking and documenting of external referrals.
• Schedules and registers patients by telephone or in person before first appointment, meeting established accuracy and performance standards.
• Completes appropriate practice intake paperwork and follows established practice guidelines to ensure new patients are seen within prescribed time lines.
• Communicates any problems with the schedule with supervisor.
• Collections and verifies insurance and referral/authorization information for first appointment, ensuring referral records and Hospital Accounts Records (HARS) are created and assigned to the appointment.
• Schedules and coordinates any pre-appointment tests or appointments.
• Explains first appointment procedures in layman’s terminology to patient, including required records, pathology slides and radiology films to bring or send prior to the first visit; prepares and mails New Patient Packet or sends through MyChart; provides other information requested by patient.
• Gives directions and instructions to patients before the first appointment.
• Manages patient expectations by providing practice-specific guidelines related to service/visit.
• Demonstrates good judgment and common sense.

Surgery Scheduling

• Coordinates scheduling of all outpatient and inpatient surgeries for the surgical practice.
• Ensures that all surgical procedures are scheduled within a clinically appropriate time frame.
• Interfaces with patients, physicians and hospital staff to ensure adequate communication regarding all aspects of surgical services.
• Interacts with clinical and academic staff to coordinate surgical activities with physician’s other responsibilities.
• Processes complex hospital admission forms, schedules pre-surgical tests and appointments, and secures all necessary resources and equipment for surgery.
• Manages complex scheduling coordination related to securing OR time outside of designated block time in the operating rooms.
• Works to maximize both OR and surgical robots utilization as well as complex joint cases with one or more additional surgeons or other services.

Revenue Cycle

• Performs cash collection and depositing functions as assigned, complying with all established policies and procedures.
• Communicates Medical Center administrative and financial policies clearly to patients, answering patient account questions and knowing when to refer patients to financial counseling, billing agents, patient relations or other support departments for additional help.
• Obtains and documents insurance authorizations for established patient visits, referrals and procedures or ancillary services.
• Communicates clinical information from medical records authorization requests to insurance companies.
• Demonstrates competency working with CPT codes and ICD-9 and ICD-10 for the purpose of scheduling and securing authorization.
• Works with patients and staff to confirm availability and accuracy of medical information within APeX and to ensure compliance with all hospital policies and procedures.

Cadence Template Builder

• Able to create Cadence schedule templates for providers.
• Understands how template construction effects access and works to ensure templates is user friendly and help promote consistent clinic access.
• Able to generate reschedule reports in Cadence and work with other members of administrative team to ensure patients are rescheduled in a timely manner to avoid customer service problems.

Administrative and Patient Care Coordination Responsibilities

• Schedules established patient appointments using Apex and its related components.
• Understands the distinction of each medical practice and how care is delivered in each setting.
• Coordinates appointments with multiple providers as required.
• Discusses practice policies and procedures with patients and referring physicians.
• Answers questions about provider schedules and acts as a resource to other medical center practices and ancillary service administrative staff.
• Has a keen awareness of the need to provide prompt and convenient appointment access to patients.
• Adheres to the provider productivity standards as established in APEX templates for the practice and schedules appointments with the appropriate appointment type.
• Screens all telephone calls, screening for emergencies and routing all messages, requests for same day appointments, refill requests, etc. to the appropriate box.
• Utilizes legacy systems and Apex to retrieve pertinent patient data.
• Follows practice procedure for follow-up of missed appointments.
• Covers Apex in-baskets and phone messages when other members of the team are absent.
• Demonstrates an ability to adjust priorities as required for smooth operation of the practice and notifies the clinical staff.
• Provides administrative support to providers in coordination of patient care (i.e. sending patient letters, educational materials, results of lab tests, etc.).
• Schedules procedures and tests providing appropriate instructions to patients.
• Collaborates with clinical staff in problem-solving patient needs and requests for same day appointments and other appointments requiring care coordination.
• Works together with the clinical staff in the processing and follow-through of urgent patient needs.
• Demonstrates courtesy and overt helpfulness in all interactions.
• Collaborates with Practice Supervisor and Administrative Director in the resolution of patient complaints.
• Assists in maintaining current filing and scanning.