Practice Coordinator

About the role

The Practice Coordinator II provides superior customer service to all patients, family members, physicians and staff, including check-in and check-out services, updating patient information, answering non-clinical patient questions, and assisting patients with finding their way within the Cancer Center, in accordance with the DFCI Customer Service Standards. The practice coordinator may also assist with registration of new patients including the collection of demographic information and insurance information.

Responsibilities

• Provides appointment scheduling ranging in complexity from one physician appointment to multiple care provider appointments in accordance with department scheduling guidelines for new and/or existing patients.
• Performs front desk check-in and check-out functions.
• Obtains detailed clinical information face-to-face, by telephone or electronically.
• May provide basic information regarding the need for insurance referral(s).
• Performs independent patient and outside provider call triaging and assists in directing patient flow.
• Serves as a liaison between patient/family/provider.
• Confirms patient’s demographics (address/phone numbers etc) and insurance information.
• Reviews patient “alerts” in Epic and reconciles ie: patient contact information, Medicare Survey etc.
• Responsible for complex scheduling activities associated with patients arriving from main campus, other centers or other outside entities and coordinating appointments with other specialists, dieticians, social work, 2nd opinions, etc.
• Ensures the completion of prior authorizations for radiology testing and authorizations for outside ancillary services if requested same day or within 24 hours.
• Manages all incoming referrals; provide appointment setting and coordination of medical records.
• May navigate new patients and educate them about all available services.
• Resolves issues directly or ensures appropriate management of call by others.
• Recognizes emergencies and appropriately respond using standard operating procedures and critical thinking skills.
• May be required to perform other duties as required by the Operations team.
• May provide general administrative support and coordination for all aspects of patient care for both new and/or established patients, including filing, document preparation, data entry, telephone support, etc.
• Refer patients to financial counselor as needed at DFCI.
• If insurance has changed, copy card and give to New Patient Coordinator for updating and insurance eligibility check.
• Handles incoming requests for records and mails/faxes information as appropriate; Faxes notifications to HIS as necessary (patient name changes, etc)
• Manages In Basket messages, takes ownership and responds appropriately to all messages.
• Manages referral workqueues in Epic
• Carry out specific processes in the patient scheduling systems so that correct special billing and revenue processes function properly.
• Participates in clinical systems training for new hires and may teach or participate in the planning.
• Prepares, opens and closes provider schedules and handles daily schedule changes.
• Conduct slide submission as needed.
• Enters data into patient care related databases.
• May be responsible for mini-registrations, insurance verification and clinical intake for new patients. May be required to perform other duties as required by the operations management team.
• Affords care with main campus and facilitates appointments. Track referrals and generate reports to evaluate with entities are sending patients.

Knowledge, Skills, and Abilities Required

• Understand and utilize DFCI systems as well as the local Hospital’s systems i.e. Meditech
• Requires basic knowledge of insurance plans which constantly change; knowledge of insurances that HFH/LGH are participants; and high risk insurances
• Ability to multi-task and function as an integral member of the team.
• Excellent verbal and written communication skills required.
• Excellent computer, customer service and problem solving skills required.
• Demonstrated ability to carry out complex scheduling as required.
• Demonstrated ability to draft complex reports, correspondence and other administrative documents pertaining to patient scheduling as needed.

Minimum Job Qualifications

• Associates degree; 3 years of equivalent experience may substitute for a degree.
• Bachelor’s degree preferred
• 3 years of experience working in a medical or customer service setting
• A degree may substitute for experience
• Knowledge of medical terminology required.