Support Coordinator - Urology Clinic - Full Time 8 Hour Days (Non-Exempt) (Union)

About the role

As a part of the Ambulatory clinic, this position provides smooth outpatient flow resulting in optimum patient satisfaction and clinic operation. The Support Coordinator will participate in a variety of duties associated with daily clinic preparation process, from customer service, message distribution, procedure scheduling, encounter registration, and referrals management.

Essential Duties

• Processes new referrals in a timely manner; this includes obtaining required outside medical records, entering demographic information into computer system, providing medical records to physician / multidisciplinary team for review, verifying insurance and obtaining authorization for visits and procedures.
• Schedules patient’s evaluation and clinic appointments in a timely manner, and at the request of the physician, while accommodating patient’s needs. This includes but not limited to: laboratories, diagnostic testing and consultations as needed.
• Fulfills other department scheduling functions per department procedures and protocols.
• Proactively manages clinic schedules, including reviewing master schedule and anticipating requirements and changes based on activity levels to create a well-managed operational flow and positive patient experience.
• Captures and distributes messages to medical personnel using a variety of electronic messages including text, voice, and email systems.
• Reads and responds to email throughout the day.
• Retrieves and responds to voicemail messages within 24 hours per department protocol.
• Provides phone coverage as needed.
• 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. This includes but not limited to: scheduling, paperwork, and follow-up appointments.
• Completes a financial risk assessment and, as indicated, provides assistance to patient/patient families regarding insurance benefits and alternative funding sources, including referral of complex financial or insurance coverage issues to financial counselors or others, such as a designated admitting representative.
• Facilitates communication between patient and caregivers, and all members of the care team, including physicians, nurses, lab, etc.
• Communicates all changes with patient and case information to all involved personnel.
• Works with various hospital personnel to resolve issues and accommodate patient.
• Adheres to policies aimed to protect patient confidentiality.
• Works independently under limited supervision, takes initiative, deals effectively with constant change, and willingly accepts responsibility.

Qualifications

• High School or equivalent
• At least 1 years of ambulatory care experience in a coordinator role
• Proven record of dealing with the public in a customer service role
• Familiarity with word processing, Microsoft Outlook, GE Centricity Business, Cerner, PBAR, scheduling systems, and navigate the intranet, interpret on-line queries
• Excellent communication skills, including the ability to speak, read and write English proficiently
• Excellent interpersonal and communication skills to coordinate multiple appointments with many multi-specialty clinical services
• Highly flexible, enthusiastic, have a proactive approach, work efficiently under pressure and work 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

Preferred Qualifications

• Bachelor’s Degree in a related field
• Medical Assistant Certificate/Diploma
• Knowledge of medical terminology
• Proven knowledge of insurance billing, admitting, or registration experience in a hospital or medical office preferred
• Basic Life Support (BLS) Healthcare Provider from American Heart Association