Patient Access Coordinator

Overview

Under the general direction of the Patient Access Supervisor, the Patient Access Coordinator (PAC) works as part of the Clinical Office Team performing duties necessary to prepare patients administratively for a clinical visit. The PAC is responsible for the accuracy and completion of patient accounts based on Med North departmental protocol, policies and procedures, and compliance with regulatory agencies, including registration functions and ensuring all insurance requirements are met prior to patient’s checkout.

The candidate’s duties include answering the telephone, making appointments, insurance verification and maintaining medical provider schedules. The ideal candidate should possess the ability to provide a positive patient experience and excellent customer service skills, the ability to multi-task, and attention to detail. The PAC must be available to work clinic hours of operation.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• PAC will process patient registration and assist patients as needed, ensuring all fields in the registration are completed.
• PAC will ensure patients are being scheduled appropriately for providers, following the provider scheduling guide.
• Follow standardized front office workflows.
• Ensure a positive patient experience:
  • Training on AIDET (Acknowledge, Introduce, Duration, Explanation, Thank You).
  • Maintains positive customer service at all times.
• Complete daily tasks timely.
• At check-in:
  • Ensure demographics are updated as well as any annual data requirements are met.
• At Check out:
  • Ensure all data has been collected.
  • Ensure follow-up appointments are made or in process.
  • Process patient collections at check-in and check out.
• Ability to read and provide patients with any unpaid balances due.
• PAC must meet expectations of insurance verification to prevent billing delays.
• Follow up with patients that have not provided required insurance verification, ’s and photos, etc. prior to check-in.
• Provide patient education, handouts on Care Med, Cape Fear Health Net, Managed care.
• As needed collect Care Med applications, after ensuring the application is complete and answer any questions for patients.
• Ensure patient appointment confirmations are completed using the current appointment confirmation system.
• Report patient concerns to the supervisor.
• Ensure ongoing effective communication with Medical Assistants and other clinical staff.
• Communicating departments ‘protocol when managing same-day patients.
• Available to work during all clinic hours of operation.
• Ability to work in more than one practice management system.
• Follow departmental policies, practices, procedures, and work rules in accordance with approved department and agency policies and assists in the development and implementation of new policies according to agency and regulatory guidelines.
• Provide telephone and face-to-face responses to requests for services/information in a timely manner.
• Return all voice messages, and patient text messages in a timely manner (daily morning messages before 12noon and afternoon messages before 5:00pm or sooner).
• Operator coverage as assigned.
• Demonstrates a commitment to cultural competence.
• Promotes a safe, calm and secure environment.
• Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

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• Education and/or
  
  Experience:
  
  High School graduate or…