Patient Access Coordinator- Specialty | General Surgery

Description

Under the immediate supervision of the Manager of Specialty Services, is responsible for ensuring a positive patient experience while working at Huggins Hospital Provider Practices, or centralized services in support of the Practices. These two primary core functions with their associated responsibilities will be rotated on campus as per a schedule designed to foster optimal cross coverage.

• Communication:
  • Ensures excellent patient service at all times. Provides patient with all necessary information related to the scheduled appointment, mindful to ask if patient will require mobility or communication assistance. Accepts and returns patient calls using appropriate telephone etiquette. Ensures the patient's confidentiality is always maintained.
  • Answers the telephone, files, pre-loads, and performs chart preparation and record retrieval as needed. Provides the patient with appropriate educational materials related to the exam/appointment. Prepares the patient verbally for the recommended use of the Follow My Health Portal and Health Grid functionality. Utilizes the electronic medical record (EMR) to appropriately document within the patient chart for provider correspondence related to the appointment and/or needs of the patient.
    
    Appropriately communicates with providers and office any questions or concerns related to the patient's service. Answers telephone promptly and politely while identifying the department and person speaking. Takes accurate and concise messages when appropriate and directs calls to the appropriate staff/department as needed with the overall goal of finding solutions as promptly as possible. Affirms appointment location, time, and educates patient on what to expect at the appointment location in terms of screening, check in, etc.
• Financial:
  Verifies eligibility for all insurances and completes the coordination of benefits according to the response. Ensures all fiscal procedures are followed in a consistent manner by collecting co-payments when necessary and performing simple banking. Able to answer basic billing inquiries and directs patient to the appropriate staff to address problems and establish payment plans.
• Office Duties:
  Maintains all office machinery, placing service calls when necessary. Maintains a clean/safe office environment. Keeps office neat, clean, organized and free of clutter. Other administrative duties as assigned.
• Scheduling & Appointment Integrity:
  Responsible for scheduling, interviewing and pre-registering all patients utilizing Huggins Hospital Provider Services. Answers all calls in dedicated Provider Practice relating to scheduling an appointment. Possesses the knowledge necessary to properly introduce and share the bias of Providers at each Practice; the operational hours and geographic location of each practice; and assist the patient with their appointment needs in a way that upholds the access to Huggins that each patient deserves.
  
  Ensures the patients flow through the scheduling and registration systems as quickly and efficiently as possible. Schedules patient in electronic medical record (EMR) according to the patient's needs at time of call, aligning appointment selection type.
• Registration Integrity & Check in:
  Enters the appropriate demographic and insurance information into the electronic medical record (EMR) system to facilitate patient care and appropriate billing procedures. Completes MSP for all Medicare patients and documents all necessary components within the patient chart. Ensures that the Best Practice is reviewed regularly and processes are followed consistently as outlined.

• Attendance:
  Attendance is an essential job function; employee comes to work daily, on time, and completes scheduled shift
• HIPAA: facilitates to maintain patient confidentiality
• Internal communication: contributes to positive team performance and a culture of service excellence through effective communication, active listening, and respect
• Interpersonal relationships: maintains appropriate interpersonal relationships with staff, patients, and visitors at all times. Works as a team member with other departments.
• S…