Health Services Coordinator Temporary Role

Title: Health Services Coordinator (Temporary, covering LOA)

Department: Medical

Supervised by: Billing & Credentialing Manager

Supervises: None

Travel Required: Occasionally

Salary Range: $21.00 to $28.00

Type: Temporary Full-Time, Non-exempt

Time Frame: 6 months

POSITION PURPOSE AND SUMMARY

The Health Services Coordinator is a temporary full-time role that requires someone who shows genuine warmth with patients and has the ability to make them feel comfortable while providing effective and technically competent assistance. The role involves interacting with patients, visitors, guests, employees, and FAIHP clinical providers to ensure smooth communication and patient care. The Health Services Coordinator facilitates the provision of information needed by both patients, clinicians, and other staff, ensuring that all parties have the necessary details to provide effective services. In addition, this position is responsible for ensuring a smooth and well-connected patient flow by assisting the front and back office in tasks such as completing chart abstractions, managing referrals, tracking cases, obtaining authorizations as needed, and filing paperwork. The ideal candidate will have strong organizational skills, the ability to handle multiple tasks simultaneously, and a passion for delivering excellent service to all stakeholders.

essential Duties, functions & Responsibilities

1. Focus on Patients: Responds to and connects effectively with patients. Listens to our patients, treats them with respect, and gives them the quality they expect and deserve, responds immediately to their problems and needs.

1.1. Properly identifies patients’, listens attentively to patients’ concerns, record all data accurately within the EHR with the highest quality, ensures insurance information in the system, provides necessary forms, etc.

1.2. Consistently secures and protects patient information: activates screen saver, minimizes screen, locking computer, or log off when walking away from computers for any period of time.

1.3. Ensures area is neat and set up appropriately to maximize workflow.

1.4. Maintains any necessary logs such as Specialist Lists, Insurance Payers, and any other required logs. Fills out maintenance request forms as needed, reports incidents timely when they occur, and any other necessary paperwork.

1.5. Performs eligibility verification for each patient referral. Contacts the billing department as needed.

1.6. Makes initiative to keep patient informed of upcoming waits related to any referrals or authorizations.

1.7. Relieves patients’ stress and anxiety with clear information.

1.8. Routes all formal patient complaints and grievances to the appropriate supervisor and documents the appropriate paperwork. Solves what problems they can at “point of contact,” including any grievances filed at the Health Plan if needed. Will retrieve any necessary information to complete documentation for Health Plans when required.

2. Focus on Patient Flow: Is responsive to needs of patients, clinicians, and team members.

2.1. Sends any necessary tasks through the electronic health record system.

2.2. Documents and/or scans all correspondence received from Health Plans related to authorizations and referrals in order maintain good tracking.

2.3. Maintains open communication with all staff, routinely checks status of patient’s referrals for tracking.

2.4. Contacts insurance companies on the status of authorizations and referrals.

3. Focus on Patients, Staff, & Clinicians: Maintains effective assistance to, guidance of, and communication.

3.1. Works in conjunction with the staff and provider for the patient to have a smooth transition related to any referrals (i.e., obtains any necessary information such as reason why the patient needs to be referred, type of coverage, PCP, and any other pertinent information).

3.2. Helps the team maintain pace by completing chart abstractions or chart reviews in a timely manner.

3.3. Helps patients by providing basic knowledge of types of services provided, assists patient into any special programs enrollment when needed such as EWC, CHDP, Sliding Fee, or helps with Covered California if the patient doesn’t have coverage. Assists in identifying special services to assist in coverage for any referrals including scheduling the patient with eligibility specialists as needed.

4. Focus on Communication:

4.1. Practices effective telephone etiquette (e.g. think before you dial, make notes before calling, put a patient on hold courteously, leave precise messages on who to call back with a phone number and extension). Add a communication message within the EHR.

4.2. Maintains good open communication with Supervisor and staff.

4.3. Communicates any delays or changes to authorizations/referrals to your supervisor.

4.4. Utilizes e-mail to communicate with staff members in a courteous manner and checks messages on a regular basis, along with calendar of events.

4.5. As a team member of FAIHP the Health Services Coordinator respects and protects information regarding patients and other team members and abides by the rules of the Confidentiality of Information Protocol, HIPAA regulations.

4.6. Maintains good rapport with outside doctor offices and facilities.

4.7. Participates in daily huddles with care team and/or ensures information is relayed to the care team.

5. Focus on Teamwork: Shows consideration through consistent participation: ready at work on time and consistently prepared. Fully and clearly discloses key information to any team member in order to facilitate getting work done, problems solved, decisions made, etc. Maintains confidentiality in essential matters; such as patient information, and personal issues.

5.1. Staff are expected to work as a team, and be flexible to help other areas as needed.

5.2. Works flexible or extended hours where necessary.

5.3. Demonstrates self-initiative & self-motivation to help the team with work flow; good team player. Acquires and maintains the knowledge and skill necessary to work in all service suites.

5.4. Demonstrates consistent support and cooperation with all staff members, regardless of unit, department, or level.

5.5. Consistently reports to work on time. Internalizes attendance policies and makes effective and workable decisions for self, families and service delivery.

5.6. Promotes mutual respect and allows others to get their work done by limiting interruptions.

5.7. Fits in well with team, gets along well with peers.

5.8. Demonstrates integrity and honesty.

5.9. Participates in health center in-services; listens to and respects others’ ideas.

5.10. Demonstrates good problem-solving skills, offer input/ideas when generating solutions.

5.11. Various other duties as assigned by supervisor. Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally either verbally or in writing.

6. Focus on Infection control and maintenance of medical equipment:

6.1. Practices universal precaution per protocol, keeps work areas clean and clutter free, and disinfects work area.

6.2. Cleans & disinfects reception area after patients.

6.3. Initiates work request for any malfunctions of equipment, maintenance requests, or any other requests required.

MINIMUM MANDATORY qualifications, skills, knowledge, qualities & prior experience required

Education:

· High School Diploma or GED

· Certification as Medical Assistant preferred

· CPR

Prior Experience:

• Previous experience in a health care setting as a Medical Assistant, Front Office Staff in a medical facility, or Health Care Aid

Skills:

· Quickly builds and maintains rapport with patients, providers, and staff of differing backgrounds; team player

· Flexible: learns to function at all facilities

· Demonstrated good problem-solving skills

· Demonstrates or develops intermediate computer skills

· Telephone courtesy

· Customer-service oriented

· Proficient with modern office practices and procedures including email

· Attention to detail and excellent follow-through on work tasks

· Able to handle multiple tasks with perseverance and patience

· Clear background check, drug screen, and TB screen.

position QUALIFICATION preferences

• Participates in agency-wide positive outreach as needed.
• Adheres to agency policies and procedures and advances the goals of FAIHP in a manner that embodies the agency’s philosophy.
• Maintains strict confidentiality of client and personnel information adhering to HIPAA, professional codes of conduct, State of CA regulations, Privacy Act, and FAIHP policies and procedures.
• Experience utilizing NextGen Practice Management, Electronic Health Record, telehealth, patient portals, information exchange, and other population health systems.
• Understands FQHC billing, UDS, OSHPD, HEDIS, and GPRA reporting.
• Experience working with the American Indian community

WORK ENVIRONMENT Work environment: The work environment characteristics described here are representative of those an employee encounters while performing the primary functions of this job. Normal office conditions exist, and the noise level in the work environment can vary from low to moderate. Physical demands: Must be able to move up to 20 pounds and push up to 50 pounds (on wheels). Must be able to reach above the shoulder level to work, must be able to bend, squat and sit, stand, stoop, crouching, reaching, kneeling, twisting/turning, fingering and feeling. Mental demands: There are a number of deadlines associated with this position. The employee must also multi-task and interact with a wider variety of people on various and, at times, complicated issues. performance EXPECTATIONS

In performance of their respective tasks and duties all employees of Fresno American Indian Health Project (FAIHP) are expected to conform to the following:

· Uphold all principles of confidentiality and patient care to the fullest extent.

· Adhere to all professional and ethical behavior standards of the healthcare and social services industry.

· Interact in an honest, trustworthy and dependable manner with clients, employees and vendors.

· Possess cultural awareness and sensitivity.

· Meet or exceed the performance standards as set by your supervisor.

· Work independently and as a team member; consistently demonstrates professionalism, courtesy, efficiency, excellent internal and external customer service, high ethical standards and behavior that contribute to harmonious relationships.

· Maintain a current insurable California driver’s license if required.

· Arrives on time and adheres to set schedule

• Provides prompt medical support; promotes a smooth patient flow; collects and records data accurately; maintains order of exam rooms, equipment and supplies
• Provides basic education and information to patients, making sure patients’ questions are answered.
• Achieves the organizational mission to provide health care access for all members of the community. S/he helps make sure patients and families get the care they need when they need it.
• Consistently and openly communicates with supervisor and all staff
• Works flexible or extended hours where necessary
• Participates in health center in-services, by listening and respecting others’ ideas
• Demonstrates awareness of, and compliance with, organizational mission and objective of FAIHP.
• Abides by Rules of Confidentiality
• Use of professionalism and best efforts in your position.

INDIAN PREFERENCE

FAIHP has implemented an Indian Preference in Employment Policy. Pursuant to this Policy, applicants who meet the minimum qualifications for this position and who are enrolled members of a federally recognized Tribe will be given primary preference in hiring and employment for this position. Other candidates will be considered only after all candidates entitled to this preference have been fully considered.

Job Types: Full-time, Temporary

Pay: $21.00 - $28.00 per hour

Expected hours: 40 per week

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Work Location: In person

Salary : $21 - $28