Patient Service Coordinator

FLSA STATUS

Non-exempt

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

• Four years customer service experience.
• Three years experience in a related role within healthcare (e.g., insurance)

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
• Conducts self in a professional manner at all times
• Strong analytical and problem solving skills
• Demonstrates a learning attitude toward solving problems, using good reasoning and judgment in a high stress environment
• Well-developed skills using independent judgment
• Demonstrates a positive demeanor, good verbal and written communication skills, and strong multi-tasking abilities
• Ability to work with peers in a team situation
• Professional handling of exposure to confidential/sensitive information
• Ability to collaborate with management, medical staff, and employees at all levels within the organization
• Ability to work under pressure and balance many competing priorities
• Proficient with word processing, spreadsheet, and presentation software
• Knowledge of current software(s) and computer systems relevant to facility management work orders systems required.
• Comprehensive knowledge of physician referral protocol and hospital policies and procedures
• Strong customer service, phone and scheduling skills
• Knowledge of basic medical terminology
• Working knowledge of revenue cycle components and insurance requirements for reimbursement

• Contributes to a positive work environment and to a dynamic, team-focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the interprofessional health care team by actively communicating and reporting pertinent patient care information and data in a comprehensive manner.
• Performs patient check‑in/check‑out functions. Obtains and inputs accurate scheduling and registration data to initiate financial clearance activities as needed. Performs more complex processes related to scheduling or other clinic‑related protocols.
• Coordinates patient flow as directed with consistency, timeliness, and expert skill while meeting appropriate priority standards. Provides appropriate notification of issues that may result in service delays or denials. Handles add‑ons, reschedules, and cancellations appropriately and as per department protocol.
• Functions as a role model and mentor for less experienced staff and serves as the next level resolution source for problems.

• Performs and coordinates multiple patient service functions on a daily basis to include any combination of the following: scheduling, insurance verification, and registration. May assist with obtaining clinical information, medical records, valid and complete orders or referrals, or other related tasks, resolving issues as needed. Contributes to patient, employee and physician satisfaction as well as effective revenue cycle process.
• Independently completes requests from management for routine changes in department processes, e.g., way finding, physical signs and online systems. Organizes and maintains department files, manuals and records to assure ready access to information.
• Uses excellent communication skills (verbal, non‑verbal, written) to facilitate providing the highest quality service during every patient, physician, guest, employee, or other encounter. Responds promptly to requests by staff, patients, physicians, and other members of the patient care team. Recognizes and…