Patient Service Team Coordinator RAM

General Summary of Position

Med Star Health is committed to providing world‑class compassionate care to every patient every time at every touch point. All associates are accountable for their role in meeting patient experience standards. Oversees and coordinates all administrative matters relating to financial and personnel operations for a designated ambulatory practice or department. Coordinates patient scheduling registration and managing patient overflow. Oversees daily functions of assigned administrative staff management of office supplies customer service and service recovery and daily operations workflow.

Where applicable may be responsible for assisting in supervising call center staff.

• Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Complies with governmental and accreditation regulations.
• Acts as a backup resource for administrative positions in the practice including but not limited to assisting with assigned staff where applicable. Offers assistance as needed to ensure medical practice operations run smoothly. Serves as liaison for leadership when dealing with PSC workflow issues.
• Recommends new or modified policies and procedures to reduce cost and/or improve staff performance. Works with practice leadership to modify and streamline workflows and improve other processes to create an efficient office.
• Prepares associate work schedules and arranges for adequate coverage to maintain optimum patient service.
• Assists in the development of department goals and objectives and ensures adherence to department policies, procedures, quality standards and safety standards.
• Serves as proficient superuser of IDX including obtaining referrals, scanning financial documents into the patient's account, collecting co‑pays as well as collecting for self‑pay services. Ensures patient registration and appointment processes run smoothly and efficiently. Responsible for daily scheduling edits and for master scheduling. Responsible for oversight and coordination to ensure provider schedules are filled, correcting double booking and identifying patients who are scheduled incorrectly.
• Responsible for the training, education and mentoring of PSC staff on medical office procedures including the use of IDX and Med Connect. Identifies opportunities for staff to develop customer service skills and delivers appropriate mentoring and training. Initiates service recovery as needed.
• Manages the intake of patients into the practice, screens for emergent conditions, registers verifies insurance and explains patient responsibility regarding payment for services and co‑pays. Collects copayment prior to care, posts time of service (TOS) payments, reviews all encounter forms and prepares charge batches as assigned. Ensures appropriate and timely status assignment of all appointments.
• Ensures a superior patient experience. Serves as a liaison between patients and staff. Resolves problems, conflicts, concerns and complaints to attain maximum patient satisfaction. Answers the telephone in accordance with policy and service expectations, provides telephone triage; disseminates messages appropriately utilizing available technology and prioritizes calls appropriately and timely escalating priority message as necessary.
• Prepares updates and copies forms, reports and records on a routine basis; scans imports and indexes regularly to keep information flowing into patients' medical record. Thoroughly prepares patient charts in advance of appointments; ensures completeness of patient records. Reviews encounter forms daily for completeness and correctness. Addresses coding problems with providers. Alerts leadership if additional coding training is needed. Reviews mail daily.
  
  Ensures patient‑related documentation to be indexed/scanned/imported to the EMR is completed expeditiously.
• Resolves fee ticket discrepancies by compiling and verifying all fee tickets against the Daily Charge Report and reviews the Kept Appointments with No Charges report daily by rerunning fee tickets and returning…