What are the responsibilities and job description for the Patient Service Coordinator position at Wake Forest Baptist Health?
Job Summary:
Provides patients an optimal pathway to an appointment in our ambulatory clinical setting. Pleasantly and professionally cares for patients during their appointment making process. Courteously answers the phone and processes the patient's request in as timely a manner as possible. Responsible for accurate and complete messaging regarding appointments or requested information. Requires excellence in customer service and telephone etiquette. A regionalized supervisor will be available in the event of escalation of issues that are outside of the PSC's knowledge base.
Education/Experience:
- High school diploma or GED equivalent with one year office or clerical work experience in a direct customer service role.
- Experience working in high volume, fast-paced environment, answering phones and utilizing electronic messaging required.
- Medical terminology preferred. Bilingual in Spanish preferred.
Licensure, Certification, and/or Registration:
- Satisfactory score on a departmental data entry test required.
Essential Functions:
- Utilizes computer programs and follows established guidelines to schedule, update, and cancel appointments.
- Follows departmental policies and procedures to assure completeness and accuracy of registration data. Ensures accurate billing and statistical information and maintains accurate authorization records.
- Coordinates with co-workers to accomplish departmental work assignments. Strives to meet or exceed target for abandoned call rates.
- Ensures coordination of patient care and flow of information by promptly screening calls, delivering clear and concise messages to appropriate party, appropriately documenting patient scheduling information, and effectively communicating with ambulatory clinical departments.
- Ensures coordination of patient care documentation by assisting with completion of forms following established guidelines, maintaining current knowledge of insurance documentation and authorization requirements, and obtaining referring clinic documentation.
- Contributes to success of department by assisting with development and implementation of methods to improve customer service and recognizing problems and determining possible solutions.
- Serves as a courteous and cooperative liaison between patients, medical staff, and outside agencies. Anticipates workflow and prepares accordingly.
- Performs other position related duties as assigned.
Skills/Qualifications:
- Excellent oral and written communication skills
- Ability to perform multiple tasks simultaneously
- Demonstrates ability to resolve consumer problems under stressful conditions
- Ability to stay positive in demanding situations
- Ability to develop and maintain professional, service oriented relationships with patients, physicians, co-workers and supervisors
Work Environment:
- Medical office environment
