The Medical Services Coordinator Team Lead performs front office duties and related support services. Responsible to assist in the delivery of health care to patients in all specialty areas. Mentors, trains and provides guidance to clinic support staff and provides feedback to supervisor on any concerns. Monitors provider daily schedules and ensures all appointments are filled at capacity. Serves as backup to practice manager/supervisor. 

DUTIES AND RESPONSIBILITIES:

1. Mentors, trains and provides guidance to clinic support staff in day-to-day operations of the front and office. Greets patients in a prompt, pleasant and helpful manner. Ensures patient requests, inquiries and concerns are addressed and completed in a timely, professional manner.

2. Verifies and activates appropriate patient insurance plan on Electronic Practice Management (EPM) system. Manages patient account balances to include cash collection, old balances, and same day service balances. Responds to patient billing and insurance inquiries as appropriate. 

3. Refers patients for screening to determine funding eligibility; addresses patients with delinquent and high account balances. Oversees the general waiting area, ensuring member check-in process is efficient, addressing problems or irregularities and escalating them to operations management staff as appropriate.

4. Registers patients to include updating patient demographics, verifying and activating appropriate patient insurance plans as needed. Ensures accurate and complete posting of encounter data and selection of correct funding/insurance plans. Ensures that daily payments collected reconcile with the EPM system collections report. 

5. Assists clinical staff with administrative duties to include follow up on patient referrals, encounter charges completion and returning patient phone calls as appropriate, prepares for and participates in Center internal/external audits. 

6. Obtains health plan member rosters and makes contact with members to schedule annual, initial or recall visits with their provider. Monitors providers’ daily schedules and ensures all appointments are filled at capacity. 

7. Prepares for next day clinic by reviewing and confirming appointments, noting alerts for insurance issues, payments and balances, obtaining current insurance information, updating proof of income, pre-registering and screening patients for program eligibility. Performs patient dismissal to include scheduling follow up appointments and collecting remainder of patient portion of current charges.

8. Provides exceptional internal and external customer service. Greets each customer with appropriate introduction and is attentive to patients during peak wait times. Addresses concerns prior to end of interaction. Assists other departments as appropriate. 

9. Performs other related duties as assigned. 

JOB QUALIFICATIONS:

High school diploma or equivalent required

Minimum two (2) years’ experience in medical front office duties required

Must complete up to 30 hours of training to obtain Consumer Assistance

Certification within six (6) months of service in position and recertification on an annual basis

Experience with EMR/EHR preferred 

Must demonstrate attention to detail and good interpersonal and organizational skills

Experience with insurance verification and healthcare billing required

Proficient in the use of personal computers, including Microsoft Word, Excel and Outlook

Ability to handle multiple tasks efficiently with minimal supervision

Bilingual in English and Spanish preferred

Scheduled hours and/or work locations are subject to change

PHYSICAL ACTIVITIES AND REQUIREMENTS:

Finger Dexterity: Using fingers to make small movements such as typing or picking up small objects.

Talking: Frequently conveying detailed or important instructions or ideas accurately, clearly, or quickly.

Hearing: Able to hear average or normal conversations and receive ordinary information.

Repetitive Motions: Frequently and regularly using the wrists, hands, and fingers.

Visual: Average, ordinary, visual acuity necessary to prepare or inspect documents or other materials.

Physical: Sedentary work; sitting most of the time. May have to lift folders, files, papers, audio/video equipment, and other such items weighing up to approximately 25 lbs.