Staff RN - 3 North - Full Time 12 Hours Nights (7:00PM to 7:30AM) (Union, Non-Exempt)

Career Summary

The Support Coordinator III serves as a senior-level support coordinator within the Ambulatory clinic, focusing on smooth outpatient flow and patient satisfaction.

Essential Duties

• Demonstrates accuracy and thoroughness in entering information into computer systems.
• Schedules patient’s evaluation and clinic appointments in a timely manner.
• Fulfills other department scheduling functions per department procedures and protocols.
• Reviews master schedule and anticipating requirements and changes based on activity levels to create a well-managed operational flow and positive patient experience.
• Coordinates and schedules diagnostic testing for patients.
• Assists with the clerical and scheduling needs including filing and collection of supporting documentation for billing.
• Provides phone coverage as needed.
• Contacts and distributes messages to medical personnel using a variety of electronic messages.
• Reads and responds to email throughout the day.
• Retrieves and responds to voicemail messages within 24 hours per department protocol.
• Greets patients in a courteous and professional manner.
• Acts as a single point of contact for patients and caregivers and takes accountability for their patient experience.
• Provides information and guidance to patients and caregivers regarding all areas of patient care.
• Reviews completed financial risk assessment and, as indicated, provides assistance to patient/patient families regarding insurance benefits and alternative funding sources.
• Reviews and provides detailed estimate of patient liabilities to patients, physicians and insurance companies.
• Communicates all changes with patient and case information to all involved personnel.
• Works with various hospital personnel to resolve issues and accommodate patient.
• Ensures that all pertinent documentations required by the clinical and administrative staff are completed and submitted timely and accurately.
• Adheres to policies aimed to protect patient confidentiality.
• Assists Support Coordinator I with complex customer service issues and provide resolution.
• Works on auditing, correction, and resubmitting rejected charges and follow up.
• May lead department specific project or audit or quality/process improvement efforts in partnership with department leader.
• Performs other duties as assigned.

Qualifications

• High School or equivalent.
• Demonstrated mastery in customer service, intake and scheduling.
• Proven record of dealing with the public in a customer service role.
• Proven knowledge of insurance billing, admitting, or registration experience in a hospital or medical office.
• Knowledge of medical terminology.
• Familiarity with word processing, Microsoft Outlook, navigating the intranet, interpret on-line queries and preferably with GE Centricity Business, Cerner, PBAR, and scheduling systems.
• Excellent communication skills, including the ability to speak, read and write English proficiently.
• Highly flexible, enthusiastic, has a proactive approach, works efficiently under pressure and works efficiently in a team environment.
• Comfortable with computers and medical terminology.
• In depth knowledge of major insurance plans and types of coverage provided, including government health programs.
• Mastery in processing new referrals in a timely manner.
• Demonstrated knowledge and experience in patient scheduling.
• Works independently under limited supervision, takes initiative, deals effectively with constant change, and willingly accepts responsibility.
• Demonstrated ability to work independently and in a team setting.