Health Services Coordinator

Overview

The Health Services Coordinator reports to the Navigation Center Healthcare Services Supervisor at the Central Health Navigation Center. This position facilitates access to Central Health's direct practice of medicine by answering inbound calls and scheduling appointments and/or in-clinic procedures. The Health Services Coordinator provides general education regarding healthcare services and other related services available to MAP & MAP Basic members, and supports patients with troubleshooting issues with patient portal access, processing payments over the phone, and performing administrative tasks.

The Health Services Coordinator is responsible for management of assigned work queues for incoming referrals for Central Health services, and serves as the initial point of contact for patients of Central Health.

This position will work at least 50% of their hours on site in the Navigation Center.

ESSENTIAL FUNCTIONS:

• An estimated 80% of staff time is dedicated to receiving incoming calls via the incoming call queue or performing outbound calls to initiate contact on behalf of Central Health after receiving a specialty services referral.
• An estimated 20% of staff time is dedicated to off-phone activities, which may include administrative duties such as scanning and organizing electronic documents, delegating and organizing electronic fax records, preparing mail correspondence to patients, and supporting data entry for pre-registration activities.
• Provide exceptional customer service to all patients, including but not limited to, scheduling and confirming appointments using multiline phones and performing data entry into the EHR system while maintaining strict confidentiality of personal health information (PHI).
• Accurately and promptly schedule, reschedule and cancel patient appointments for the convenience of the patient and/or their representative.
• Resolve patient inquiries as directed including but not limited to MyChart Support, Member benefits, basic clinic information, payment processing, patient financial responsibility, and initiation of the MAP/MAP Basic Member or Central Health Patient complaint/compliment process via the incident management system.
• Management of assigned referral work queues designated for incoming Central Health specialty services consults, and management of inbound electronic fax lines for receiving and processing referrals and relevant health information.
• Support clinic pre-registration processes by verifying or updating demographics and insurance coverage information and initiating relevant pre-visit questionnaires via telephone or MyChart.
• Complete any third party payor pre-authorization processes and requirements.
• Secure and document any information related to third party authorization for inbound Central Health Specialty referrals for services.
• De-escalate situations involving dissatisfied patients, offering patient assistance and support and initiating documentation in the incident management system, and escalates patient concerns to leaders as needed.
• Document all patient interactions accurately and concisely in all systems.
• Embrace diversity throughout the workplace with patients, their families, and co-workers by making a genuine effort to understand the needs of others while also maintaining a positive and flexible attitude to cooperate and work collaboratively to help others.
• Adhere to assigned work schedule and meet or exceed identified call center metrics.
• Perform other duties as assigned.

KNOWLEDGE/SKILLS/ABILITITES:

• Bilingual (Spanish/English) preferred.
• Excellent communication skills. Professional, articulate voice. Ability to communicate effectively, both orally and in writing.
• Excellent Customer Service Skills to be delivered via telephone, email, or other electronic communication methods.
• Proficient user knowledge of Windows Office programs (Word, Excel, PowerPoint), and the ability to learn specialized computer applications.
• Ability to multi-task in several computer applications while holding a conversation with a member, including virtual phone system, electronic health record, and eligibility verification software.
• Ability to plan, organize…