Patient Coordinator

Description

Summary

Act as first point of contact for patients in the clinic. Greet and check patients into the clinic. Assist and direct patients to appropriate areas and respond to questions from the patient and/or patient’s family. Confirm, prepare, and process patient information for appointments. Process payment for services, and check patients out of the clinic. Perform work with a focus on effective communication with the patient, coworkers, and the physician. Demonstrate cooperation with coworkers while striving to ensure the highest level of patient care and “customer service,” representing EHN in a professional manner at all times.

Supervisory Responsibilities

This position does not have supervisory responsibility but will provide guidance to employees and/or assist with orientation and training of new employees of the work group.

Primary Duties and Responsibilities

• Greet patients; provide World Class customer service by making patients feel welcome and exhibiting a genuine desire to assist patients; is helpful, attentive, and responsive; present a professional and respectful demeanor at all times.
• Efficiently manage patient flow into and/or out of the clinic in a manner that minimized patient wait times.
• Assist patient with forms and ensure all patient information is accurate and updated in our records, including personal information, insurance coverage and carrier, and primary physician. 
• Answer patient questions regarding appointments, fees, copayments, and services provided; escalate questions as appropriate.
• Collect co-payments and verify referrals.
• Maintain a neat, clean, and orderly reception and waiting room area.
• Perform cashier duties by following established procedures for processing and recording payments; accurately total visit charges, reviews charge slips for correct information, takes payments, balances, and verifies and post daily batch and verify end of the day Instamed totals.
• Follow established procedures for checking patients into the clinic, processing payments, and checking patients out of the clinic.
• Follow established procedures for fee tickets, including alphabetizing tickets and assessments and scanning to Bookkeeping at the appropriate time.
• Adhere to established clinic protocols for opening and closing the clinic depending on your shift. This includes, but is not limited to, arriving before the first patient of the day, or staying until the last patient leaves, unlocking or locking all the doors, turning off or setting the alarm.
• Demonstrate team values through cooperation and consideration of coworkers; foster goodwill among coworkers by providing assistance when needed and sharing information that helps others do their jobs; interact with tact, courtesy and diplomacy.
• Effectively communicate with patients, coworkers, and doctors; share information appropriately and complete the communication circle with follow-up as needed; communicate in a positive, upbeat manner while refraining from complaining, gossiping, or engaging in conversations of a negative tone. 
• Protect confidential patient information and use good judgment in sharing patient information in a manner that is consistent with patient care and current laws and regulations, including HIPAA.
• Adhere to all safety standards as established by company policy and OSHA requirements.
• Perform work in compliance with company policy, department procedures and regulatory requirements, including State and Federal laws and regulations.

Secondary Functions

• Duties may focus on any one or combination of the following: admit/check-in, check-out, cashier.
• Duties may focus on coordinating appointments and paperwork.
• May assist with Scheduler function as needed.
• Order clinic supplies as needed.
• Contact no shows and set up recalls.
• Verify vision insurance authorizations.
• Same day OHP Verification.
• Other duties which may be necessary or desirable to serve the patient and support the success of the department or the company overall, including but not limited to insurance eligibility, scanning, collecting contact lens fees, or ordering contacts.

Physical Demands / Work Environment

• Majority of work is performed in a general office environment. Exposure to moderate levels of noise in a well-lit, well-ventilated, and moderately paced environment.
• Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.                
• Manual/finger dexterity as necessary to perform daily job duties.
• Frequently required to stand and/or walk for short periods of time throughout shift.
• Occasionally required to stand and/or walk for extended periods of time.
• Occasionally required to sit for extended periods of time.
• Occasionally required to reach with hands and arms; lift, push, pull and/or carry objects up to 20 pounds.

Reasonable Accommodations

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

Education and/or Experience; Certificates, Licenses, and Registrations (Minimum Requirements)

• High school diploma or equivalent.
• One year experience preferred.
• An equivalent combination of education, experience and training that would provide the knowledge, skills and abilities required for the successful performance of the essential job duties.

Necessary Knowledge, Skills, and Abilities

• Must be computer literate.
• Must possess basic math skills.
• Knowledge and understanding of medical terminology and procedures relating to the eye.
• Ability to manage busy schedules,
• Must be highly organized, self-motivated, and able to multi-task.
• Ability to assess situations and exercise good judgement when making decisions about workflow.
• Strong interpersonal skills with a genuine desire to help people.
• Ability to work cooperatively and interact in a professional and respectful manner with physicians, staff, vendors, and patients at all times.
• Ability to address patient complaints and resolve problems.
• Skill at developing rapport quickly with various personalities and persons from various backgrounds, including ethnicity, socioeconomic, race, disability, gender, etc.  
• Ability to communicate clearly and concisely, both orally and in writing.
• Must be detail oriented.
• Ability to work a flexible work schedule, including evenings and weekends, and a willingness to rotate to various worksites as needed.