Patient Services Coordinator, Call Center - Nantucket

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.

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.
• Responsible for assisting and obtaining appropriate referral information from referral source.
• Pre-screens incoming referrals according to selection criteria.
• Coordinates prior authorizations.
• Coordinates medical documentation, scanning and indexing into the electronic medical record.
• Effectively navigates Epic, legacy systems, Patient Gateway, and MS Office suite technology systems.
• May function as a super-user as applicable.
• Responsible for sorting mail, incoming electronic fax queues and directs correspondence to the appropriate recipient.
• Monitors and manages Patient Gateway daily.
• Coordinates clinical and/or physician administrative schedules.
• Maintains patient confidentiality in compliance with HIPAA guidelines.
• Perform other duties as assigned.