Patient Coordinator

Job Description Summary

Acts as the initial point of contact for all patients, schedules appointments, registers and orients all new patients, submits patient information, coding and billing for services provided. This position is responsible for providing excellent customer service and compassionate care.

Job Description

• Greets and acknowledges all patients and visitors, both in office and on telephone, with professionalism and directs to appropriate services.
• Acts as a positive role model to other staff, encouraging others to interact with customers, engage in conversation and express interest
• Proactively greets customers by name and with individualized interest
• Follows through on messages to be sure to keep entire team informed of issues as needed
• Independently initiates and follows through with service recovery process while keeping all team members informed as needed
• Monitors patient flow and attendance throughout the day frequently checking the waiting area and keeping patients informed of delays as needed
• Acknowledges customer arrival at the desk promptly and courteously
• Fosters a pleasant and professional office environment in keeping with Culture of Service Excellence standards
• Answers telephones by the third ring, using department accepted greeting and in professional tone in accordance with the hospital’s telephone etiquette standards
• Checks phone messages each hour and responds to call within same business day

• Completes pre-registrations and registrations with respect for patient privacy and understands the impact of data accuracy on hospital operations.
• Ensures complete collection of referral information, including accurate patient demographics per department standard.
• Ensures accurate registration of insurance information and communicates to patient in a confidential manner.
• Completes registration and data entry of admission by selecting correct MR number and account number.
• Demonstrates ability to determine acceptability of physician’s order with regard to clarity of diagnosis, appropriateness of discipline ordered, appropriate date, treatment plan in accordance with injury and initiates process to obtain corrected order
• Demonstrates independence, proficiency and accuracy with admission process, ensuring regulation compliance
• Orients new patients to essential program guidelines and expectations (Cancellation and no shows policy, copayment, etc.)
• Informs patient of their rights and responsibilities, HIPPA and completes all required documentation for a complete registration
• Accurately prepares new patient chart according to departmental standard.
• Consistently and independently detects and corrects errors in patient charts according to department standards
• Actively seeks out opportunity to act as a mentor to other staff with regard to pre
  -registration and registration process accuracy

• Schedules appointments in an efficient, coordinated, integrated manner to maximize optimal utilization of resources and patient access to services.
• Accurately and efficiently able to link cases from the Epic system to the Raintree system
• Able to accurately and independently complete a full set of appointments including single discipline, multiple discipline, both land and pool according to scheduling standards
• Accurately cancels and reschedules when possible, all cancelled appointments at time of message received
• Communicates with all appropriate staff in a timely manner any conflicts or difficulty scheduling visits
• Consistently cooperates team wide to meet any scheduling needs
• Uses creative approaches to solve scheduling difficulties and maximize optimal utilization of resources and timely access to service.
• Actively seeks out opportunity to act as a mentor to other staff with regard to the scheduling process

• Adheres to department standards for timely collection of co-payment, completing all documentation and delivery according to department standard
• Actively pursues co-payment at time of visit through use of scripting as established by department standard
• Consistently identifies and corrects errors in co-payment ledger for accurate delivery to cashier

• Works independently to complete daily assignments by the end of the shift and long-term assignments by deadline established
• Efficiently manages work schedule to accomplish assignments and activities before deadline
• Works independently with infrequent need for supervision
• Informs supervisor when not able to meet deadline

• Embraces technological solutions to work processes and practices
• Accountable to respond to pagers/email according to department standard
• Accepts changing environment as technology advances, willing to learn new techniques and equipment
• Receptive to changes in department work processes and practices
• Seeks appropriate guidance for new techniques
• Offers suggestions for change to improve department
• Participates in…