Site: Nantucket Cottage Hospital
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Job Summary
Under general supervision, the Patient Services Coordinator provides administrative support to health care providers in high-volume ambulatory settings, functioning as the primary interface between the patient and the providers. The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, schedule patient appointments and diagnostic testing, referrals, and other managed care related issues. The Patient Services Coordinator is responsible for front desk greeting, check in, check out, scheduling patient appointments, diagnostic testing, coordinating referral, authorizations, and managed care related issues. This position is responsible for managing the day-to-day patient flow at time of check-in and check-out. The Patient Services Coordinator is expected to take complete responsibility for every customer interaction by creating a welcoming environment and providing outstanding service. The Patient Services Coordinator will work with colleagues and clinicians in one or a combination of ambulatory settings.
Required Competencies:
Service Excellence
- Demonstrates a commitment to the NCH/NCMG Mission, Standards of Behaviors, and department service vision.
- Enthusiastically connects with a diverse population of patients, caregivers, and colleagues.
- Prioritizes work in alignment with the needs of the patients, family members, caregivers, and colleagues.
- Ability to maintain a high level of professionalism and handles all situations diplomatically and courteously.
- Consistently maintains a comfortable, clean, and safe setting.
- Adheres to department dress policy.
Attention to Detail
- Adheres to assigned schedules to ensure appropriate staffing coverage.
- Performs all check-in and check-out functions.
- Receives and responds to internal and external telephone calls from patients, caregivers, coworkers and other departments.
- Schedules all forms of ambulatory patient appointments.
- Responsible for collecting patient payments.
Communication
- Demonstrates strong verbal and written skills.
- Provides accurate information and clear explanations regarding appointment requirements, instructions, policies, and procedures.
- Adapts communication style to varying customer needs.
- Employs active listening skills.
Collaboration & Teamwork
- Exhibits diplomacy and communicates with others in a manner that demonstrates respect, professionalism, and a commitment to the team.
- Offers and seeks assistance to and from coworkers that supports the team and ensures that patient needs are not compromised.
- Provides cross coverage during unexpected and scheduled absences.
- Participates in department initiatives and contributes to the team’s success.
- Acts as a liaison between key departments, providers, and coworkers.
- Assists in mentoring new staff as directed.
Flexibility & Resilience
- Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients, caregivers, and colleagues. This includes cross coverage with other ambulatory departments when necessary.
- Responds to change with a positive attitude and remains open-minded.
- Demonstrates ability to rebound quickly when confronted with challenging situations.
- Demonstrates a willingness to learn.
General Responsibilities:
- Has primary responsibility for scheduling and rescheduling patient appointments in accordance with established guidelines. Utilizes wait list to fill cancelled appointments.
- Answers and triages incoming telephone calls, takes messages and assists patients and families with problem resolution both in-person and over the telephone to include the “MD access line.”
- Conducts appointment confirmation calls and sends confirmation letters when applicable.
- Reviews the daily patient schedule and ensures that all appropriate preparations are in place to facilitate efficient patient flow for the day and correct demographic and insurance information is in place.
- Understand HMO, managed care, and other third-party insurers. Function as a patient resource around managed care plans, and insurance and referral issues with the knowledge to perform electronic insurance verification. Understand financial services and self-pay resources, and to provide patients with information as needed.
- Greets patients and visitors. Performs all patient check-in duties including payment collection, informing patients of anticipated wait times, and collecting and ensuring all necessary paperwork is completed.
- Provides cross coverage as necessary, including lunch and vacation coverage.
- Monitors Televox for patient appointment confirmations.
- Works closely with other Nantucket Cottage Medical Group/Nantucket Cottage Hospital departments to schedule visits.
- Coordinates interpreter services and patient transportation, as necessary.
- Prints pre-visit summary and labels at check-in and after visit summary upon check-out with-in the hospital campus.
- Obtains pertinent new patient information.
- Schedules ancillary appointments.<