Specialty Services Coordinator (2026-0660)

Job Overview

The Specialty Services Coordinator position is responsible for scheduling and coordinating services for patients in multiple hospital-based specialty services and providers, as well as clinic services, pre-registration, insurance verification, estimate creation, collection of payments over the phone, using inbound and outbound call handling, as well as a backup for in-person check in and MyChart requests.

Department

Department: Patient Access, Clinic Network

Work Hours

Shift: Days
Hours: 07:00am-5:30pm
Location: VMC Main Campus

Prerequisites

• High School Graduate or equivalent (G.E.D.) required.
• Minimum 1-year front office experience in a physician office or hospital access department; scheduling, registering, using multi-line phone systems, Electronic Medical Record systems, and working with several software programs at the same time.
• Computer experience in a windows-based environment.
• Excellent communication skills including verbal, written, and listening.
• Excellent customer service skills.
• Knowledge of medical terminology and abbreviations.

Qualifications

• Ability to function effectively and interact positively with patients, peers and providers always.
• Ability to access, analyze, apply and adhere to departmental protocols, policies and guidelines.
• Ability to provide verbal and written instructions.
• Demonstrates understanding and adherence to compliance standards.
• Demonstrates excellent customer service skills throughout every interaction with patients, customers, and staff:
• Ability to communicate effectively in verbal and written form.
• Ability to actively listen to callers, analyze their needs and determine the appropriate action based on the customer's needs.
• Ability to maintain a calm and professional demeanor during every interaction.
• Ability to interact tactfully and show empathy.
• Ability to communicate and work effectively with the physical and emotional development of all age groups.
• Ability to analyze and solve complex problems that may require research and creative solutions with patient on the telephone line.
• Ability to document per procedural template requirements, gather pertinent information and enter data into computer while talking with callers.
• Ability to utilize third party payer/insurance portals to identify insurance coverage and eligibility; detailed knowledge of insurance providers, their portals and their expectations for authorization approval for referral services/appointments.
• Ability to function effectively in an environment where it is necessary to perform several tasks simultaneously, and where interruptions are frequent
• Ability to organize and prioritize work.
• Ability to multitask while successfully utilizing varying computer tools and software packages, including: Utilize multiple monitors in facilitation of workflow management. Scanning and electronic faxing capabilities Electronic Medical Records Telephone software systems Microsoft Office Programs
• Ability to successfully navigate and utilize the Microsoft office suite programs.
• Ability to work in a fast-paced environment while handling a high volume of inbound calls.
• Ability to meet or exceed department performance standards for Registration Quality, Productivity and Collections.
• Ability to speak, spell and utilize appropriate grammar and sentence structure.

Performance Responsibilities

• Schedules, including but not limited to Radiologist, Nursing, Anesthesia, etc., registration, insurance verification, estimate creation, collection of point of service payments for services supported by their department.
• Schedules per department protocols.
• Updates the referral in alignment with the defined workflow.
• Confirms services provided at Valley will be covered by patient's insurance and if we are out of network, informs patient benefit limitations.
• Generates patient estimates and follows Point of Service Collection (POS) Guidelines to determine patient liability on or before time of service.
• Accepts payment on accounts with Patient Financial Responsibility (PFR) as well as any outstanding balances, documents information in HIS and provides a receipt for the amount paid.
• Prior to services, confirms the account meets financial clearance criteria, if unable to financially clear the account, refers to FA or management for assistance.
• Schedules per department protocols.
• Responsible for organizing and prioritizing work as outlined in department standard workflows.
• Receives, distributes, and responds to email, volte, Inbasket messages, and in-persons requests.
• Meet defined targets for productivity, POS collections and financial clearance.
• Receives, distributes, and responds to mail for work area, including checking referral WQ's, Aspect, Epic Inbasket and faxes according to department standards.
• Maintain office supplies and equipment, keeping person responsible for ordering updated.
• Other duties as assigned.