JOB SUMMARY

The principle purpose of this position is to be responsible for leading the daily and administrative functions in the Patient Service Center setting. The position provides direction and leadership to ensure PSC Agents meets Albany Area Primary Care Core Values of great compassionate care and continuous improvement. A dynamic, engaging, experienced Coordinator to organize and lead team of approximately 22 person call center. This includes managing their productivity and quality of work, providing regular feedback to maximize performance. As a Coordinator this position will coordinate, assign, and guide the work activities of other patient scheduling staff. This position will monitor work schedules, maintain department scheduling guidelines and templates, train and mentor new staff

DUTIES & RESPONSIBILITIES

Performs all levels of patient service care from basic to complex. Coordinator duties may include but are not limited to:

• Lead the day-to-day operation and coordination of patient care services.
• Assist and act as liaison for the manager in patient scheduling issues, training, education, communication, and problem solving.
• Establish daily work schedules for Patient Service Center Agents:

• Ensure adequate coverage at all times
• Assist manager with vacation and holiday requests
• Maintain continuity while providing coverage for absences.

• Identify indicators to measure, evaluate and improve customer service to all.
• Provide departmental orientation for all new patient service center agents who will need to learn scheduling functions.
• Provide positive guidance, training, and monitoring of staff on processes of scheduling and other patient service center functions.
• Completes quality call monitoring and delivers timely feedback and results.
• Assists Manager with team and individual goal setting measures.
• Monitors at least 3 calls per month per PSC Agents as a form of evaluation to identify strength & weaknesses, & improve customer service.
• Ensure rescheduling of patients is handled in a timely manner.
• Ensure that policies and procedures are understood by PSC agents when communicating information.
• Serve as a resource person for the patient service center agents in regards to correctly verifying insurance.
• Monitor existing templates and maintain daily schedules for providers.
• Act as an excellent role model and customer service resource.
• Assist with administering performance reviews.
• Identifies and reports to the Patient Service Center Manager any potential problems or successes within the Contact Center.
• Participates in team and management meetings.
• Other responsibilities assigned.

KNOWLEDGE, SKILLS, & ABILITIES

• Excellent interpersonal communication, problem solving & conflict resolution skills.
• Excellent verbal, listening and written communication skills.
• Ability to train, motivate and supervise subordinate staff.
• Ability to address and manage conflict in a direct and professional manner.
• Ability to build collaborative relationships with providers.
• Ability to use computers including a variety of word processing and spreadsheet software programs (MS Word, MS Excel).
• Knowledge of medical terminology.
• Ability to answer phones with a warm greeting and schedule appointments.
• Ability to handle multiple priorities simultaneously.
• Excellent organizational skills.
• Ability to work in a team environment and to collaborate with a variety of individuals in a positive manner.

EDUCATION

High school diploma or equivalent required. Associate or Bachelor’s degree in Business Administration, Healthcare, or related field preferred.

WORK EXPERIENCE

12 months of experience in medical call center environment with functions such as scheduling or equivalent experience working in a medical office environment required. 2 years of health care operations lead/management experience or 3 years of progressive relevant leadership experience.

TYPICAL PHYSICAL DEMANDS

Requires sitting for long periods of time. Occasional bending, stretching or lifting. Requires the ability to work under stressful conditions. Ability to hear normal range of voice. Ability to prepare written reports and use of telephone and other office equipment such as copier and fax.

TYPICAL WORKING CONDITIONS

Normal office environment. Occasional evening or weekend work.