Patient Access Operations Coordinator

Description The Patient Access Operations Coordinator will report to the Financial Clearance Manager and provides support and coordination. Responsible for coordinating resources, assisting with day to day logistics and overseeing various work queues. Responsible for scheduling appointments and supporting the ongoing daily operational issues of the access call center. Responsible for quality control and auditing. Responsible for obtaining and validating patient information from various sources and to ensure information entered into the computer management system is accurate. Perform responsibilities within established customer service standards. Coordinate and monitor schedules and non-clinical systems. Provide assistance to other employees within their department as well as other departments. Provide a dashboard and reporting for the access call center.

Qualifications Minimum Education
Associate's Degree Associates degree in health related field or five year’s work experience in health related field doing scheduling related tasks. (Preferred)

Minimum Work Experience
3 years At least 3 years of experience performing complex and advanced scheduling and patient functions, medical insurance screening and verification. Prior experience in healthcare setting preferred. Automated Call Distribution (ACD) center experience required. At least one year quality control and auditing required. (Required)

Required Skills/Knowledge
Proven proficiency in Health Care Electronic Medical Record (EMR) Systems.
Working knowledge of hospital scheduling systems.
Demonstrated ability to handle escalated Customer Service complaints
Excellent interpersonal and written communication skills required.
Ability to delegate assignments and follow through on details is essential.
Excellent consumer relations skills required.
Ability to work on projects and meet the overall objective, ability to meet pre-determined deadlines.
Ability to oversee, coordinate, counsel, train, and develop staff.
Advanced technical skills, as appropriate.
Must possess ability to be effective and efficient in a fast paced environment, managing multiple competing tasks and priorities
Proficient in Microsoft Office products.
Bilingual a plus.
CHAA Certification within first year of hire.

Functional Accountabilities
Scheduling/Registration Operations

• Ensure that staff are meeting departmental goals including, ACD, Charge Reconciliation, registration quality and call quality.

• Explore new methods of improving operations; work with management team to gain acceptance and support implementation efforts; communicate operational issues and progress toward goals to other members of the management team on a weekly basis.

• Contribute to the development of policies, procedures and systems that assure the effective functioning of the unit; assure that information for billing and reporting is accurate, consistent and complete; produce and maintain management data related to operational needs and projects.

• Coordinate and schedule patients using the applicable scheduling system for the department: schedule routine and add-on exams; schedule complex radiological exams prior to the patient's arrival.

• Support staff with assisting and coordinating escalated calls and scheduling where appropriate.

• Required to work at least 2 shifts a month on a different site or different shift.

• In the case of Weather Emergencies, required to telework to ensure phone lines are open to service families.

Quality Control

• Monitor, oversee and coordinate quality control of staff in scheduling process; Conduct weekly Call Monitoring evaluations at least 2 calls/week/employee. Coach, train and mentor team members to hit call quality target.

• Monitor productivity of Account Call Center Rep by running and analyzing standard reports and ensuring mistakes are corrected; maintain and monitor and review monthly reports.

• Manage work list to ensure they are addressed in a timely manner; fax order queues and email requests; review patient portal work list continuously throughout the day and address inquiries immediately.

Human Resources

• Participate in the orientation of new employees and assist with training of existing staff in new systems and technology; assist in hiring of support staff

• Identify learning needs and develop a plan to enhance professional development and/or organizational goals; adhere to Patient Access department requirements for required training; provide input for staffs' performance appraisals.

• Under the direction of management, oversee, coordinate , train, mentor and develop all Patient Access Call Center staff.

• Under direction of management, conduct performance evaluations and manage staff performance goals.

• Establish work schedules for the staff; ensure proper coverage; work to develop a float pool; rotate call schedule as needed/weekends and holidays.

Organizational Accountabilities
Organizational Accountabilities (Staff)
Organizational Commitment/Identification
Teamwork/Communication
Performance Improvement/Problem-solving
Cost Management/Financial Responsibility
Safety

Primary Location: District of Columbia-Washington

Work Locations: Emergency Dept at UMC 1310 Southern Avenue SE Washington 20032

Job: Non-Clinical Professional

Organization: Finance

Position Status: R (Regular) - O - PRN

Shift: Variable

Work Schedule: PRN Shift Varies

Job Posting: Jan 31, 2025, 2:49:27 PM

Full-Time Salary Range: 48588.8 - 80974.4