What are the responsibilities and job description for the PATIENT SERVICES COORDINATOR position at Palms Medical Group?
We hire to retire. Come join our amazing team of professionals offering total family wellness and healthcare to residents of 7 counties via our 13 offices in North Florida.
Position Summary
The Patient Services Coordinator serves as the primary contact for patients and other customers when scheduling an appointment, reaching their provider, care team, or asking general questions about Palms Medical Group. The Patient Services Coordinator is responsible for all supervision and compliance of Patient Services Center staff.
Description of Primary Responsibilities
Responsible for the Operations of the Patient Services Center:
a) Coordinates, supervises and is accountable for the daily activities of the Patient Services Center.
b) Set priorities for the team to ensure task completion.
c) Coordinates work activities with other supervisors.
d) Develops plans to meet short-term objectives.
e) Monitors call demand via queue software and directs staff to join queues or complete specific tasks based on the demand.
f) Identify and resolve operations problems using defined processes, expertise, and judgement.
Schedule appointments for patients:
a) Answer telephone promptly and in a polite and professional manner.
b) Obtain and enter accurate demographic information into the PMG electronic health record (address, telephone number, email, etc).
c) Schedule patient appointments according to Palms Medical Group guidelines.
d) Inform caller of items to bring to appointment (identification, insurance card, medications, office visit fee, hospital discharge records and verification of income - if applicable).
e) Answer questions in a positive, supportive manner and provide patient-focused service to every caller.
f) Assign staff to check voicemails for assigned offices and complete the request as needed
Act as a liaison for the patients:
a) Direct calls to other departments as needed.
b) Use sound judgment and respect with all callers.
c) Escalate calls appropriately according to procedures.
d) Maintain proper and accurate documentation of all activities.
e) Maintain performance expectations based on established metric requirements.
Service patients:
a) Perform outbound calls to cancel and reschedule patient appointments and/or provide additional information as needed, including outbound calls to reschedule when a Provider calls out.
b) Track ER referrals to schedule hospital follow up appointments.
c) Review Quality portals to schedule hospital follow up appointments.
d) Assist with special projects as call volume permits.
Obtain and update Patient information during pre-visit workflow:
a) Update copay fields for accurate information to be sent via check-in software communications ahead of visit.
b) Verify patient insurance through the EHR system using RTS, use check-in software to compare OR verify on an outside insurance portal.
c) Prepare the electronic chart by updating information from check-in software into EHR on assigned days, to include updated insurance, scanned cards, demographics, fees, etc.
d) Send communication to scheduled patients ahead of the visit when necessary
e) Complete documentation in the check-in software to alert Front Desk staff of any actions needing to be completed once the patient arrives to the office
f) Maintain knowledge of accepted insurances including deductibles, premiums, PPOs, HMOs, and provider charges.
Responsible for administrative duties:
a) Adhere to the Front Desk Policy Manual, HIPAA Manual and Clinical Policy Manual
b) Oversee daily functions, employee schedules, workflow and documentation.
c) Review, edit and submit employee timecards to Human Resources.
d) Grant employee leave in accordance with PMG policy and staffing considerations.
e) Participate in QA/QI and other meetings as directed by the Patient Services Director.
f) Assist with audits and surveys as directed by the Patient Services Director.
g) Perform any other duty assigned by the Patient Services Director, Executive VP of Patient Services or CEO to improve the efficiency of PMG.
h) Utilizes the Leadership Evaluation Manager (L.E.M.) to promote goals for each quarter. This includes creating and following up on action plans each quarter, hold monthly rounding’s one-on-one with employees.
Requirements:Description of Primary Attributes
General Development:
1) Must be organized, a self-starter and detailed oriented
2) Ability to work independently and as part of a team
3) Ability to multitask
4) Expected to train, mentor and coach call center staff
5) Expected to stay at clinic until the last patient leaves
6) Expected to travel and cover other sites during patient advocate absences
Professional & Technical Knowledge:
1) Employee will have a working knowledge of the following office equipment:
- Multiline Telephone
- Copier
- Computer
- Scanner
- Fax Machine
- Headset
2) Employee will be expected to navigate and operate Microsoft Office suite products, including Word and Excel
3) Expected to become proficient in navigating Nextgen, DASH, Phreesia, QueueMetrics and other systems required for the optimal performance of job duties
Licenses & Certifications:
1) High School Diploma or Equivalent
2) Prefer prior customer service experience
3) Two (2) years experience in a supervisory role
Communications Skills:
1) Effectively communicates complex and/or technical information to co-workers, patients and/or vendors
Physical/Mental/Emotional Demands:
- Standing for long periods of time
- Sitting for long periods of time
- Viewing a computer monitor for long periods of time
- Bending
- Stretching / Reaching
- Walking short distances
- Lifting up to 50 pounds
- Operating office equipment (computer, fax machines, telephones and copy machines)
- Reading forms / Instructions / Patients Charts
- Communicating well to people of various ages, educational levels, cultural backgrounds in person or by telephone
- Exposure to potentially violent / irate patients
- Making decisions with little guidance
- Health / Safety Consideration of Position
- Exposure to chemical infectious / contagious illness
- Exposure to chemical and inhalation of antibiotics during reconstitution
- Exposure to X-Ray radiation
- Exposure to a variety of scents and odors
- Must utilize universal precaution in clinical or exposure situations as prescribed by federal state, and local guidelines and/or laws
