What are the responsibilities and job description for the Medical Office Coordinator - Excellence and Experience Office position at uic?
Position Summary:
This position reports directly to the Assistant Director or designee of the Customer Care Center, which is geared towards providing a world class patient and family centered experience across the care continuum that contributes to profitable growth, customer satisfaction/retention, exceptional quality/value, and financial health in a high performance Call Center environment. This position is accountable for managing high performance standards and optimal service delivery. Services as an "on the ground" project manager is committed to making the UI Health the Provider and Employer of Choice.
Duties & Responsibilities:
- Provide a myriad of services and program offerings to facilitate a seamless access and transition experience across the continuum of care, including but not limited to scheduling, registration, financial clearance, before and after visit follow up, and other services to UI Health via phone, fax, web, electronic portal and email
- Serves as front end resource on the revenue cycle, registration, financial clearance including performing insurance screening; gathering all data relevant to insurance and contacts insurance company; educates the patient on the UI Health financial policies and insurance guidelines; registers and enters patient registration into the computerized patient care system; and serves as a resource on general financial inquiries.
- Follows established guidelines and protocols to perform initial telephonic assessment; facilitate the scheduling of appointments for ambulatory care and ancillary services; manages appointment cancellations, re-scheduling, and patient no shows; and provides education to customers regarding information on procedures and issues
- Perform a combination of both phone based and non-phone based call center responsibilities, including managing and responding to email, web, patient portal and fax requests, responding to voicemail inquiries, assisting with appointment no-show follow ups.
- Coordinates patients' appointment schedules (e.g., contacts patients to confirm appointments, set up return appointments); mails new information to new patients containing directions, appointment confirmations, and required releases
- Serving as a liaison to patients, referring providers, and ambulatory services, communicates with and informs new and established customers on recent developments in Customer CARE Center programs and services across the continuum of care from access to transition
- Works independently, maintaining a team approach within Customer CARE Center to ensure smooth activity flow; evaluates procedures in order to prevent peak work load periods
- Conducts assessment of service needs, investigates routine inquiries, identifies concerns and trends, solves problems and makes arrangement to ensure patients’ needs are met.
- Responsible for the recording of patient information clearly and accurately in the call tracking database and entering/retrieving detailed data from electronic medical record of the patient.
- Consults with and suggests service resolutions to the management team. Consults with and suggests service resolutions to the management team.
- Consults with and suggests service resolutions to the management team.
- Cross trained to assist with all functions within the Customer CARE Center and performs other related duties as assigned.
- Perform other related duties and participate in special projects as assigned.
