General Summary

Under general supervision, performs scheduling, pre-authorization and administrative activities for patients. Ensures the accurate registration of patients, interviews patients to obtain necessary demographic and insurance information. Works closely with Business Supervisor and/ or Clinic Manager in oversight of front desk, call center, and referral coordinator staff, as well as day to day operations.

II. Principal Responsibilities and Tasks 

The following statements are intended to describe the general nature and level of work being performed by people to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Assists in patient care coordination such as scheduling of appointments for practice visits and treatment in accordance with the physicians’ schedules while adhering to practice and UMMS policies and procedures. 

2. Schedules outpatient tests and procedures as required. 

3. Patient registration responsibilities such as entering and verification of patient demographics and insurance information. Obtaining appropriate referrals and authorizations as needed. Accurately documenting of such within the EMR system.

4. Creating, preparing, and coordination of outgoing referrals.

5. Provides patients with Facility Fee Disclosure, estimate of charges, and education regarding each, where appropriate.

6. Preparing after visit summaries, informing patients of upcoming appointments, changes to schedules, co-payments required, and pertinent insurance information.

7. Provides patients, family members and referral sources with information pertaining to hospital policies and procedures, programs available, wayfinding, and parking.

8. Ability to multitask within a fast-paced environment while maintaining professionalism, flexibility, and an organized work environment.

9. Assists with office supply tracking and ordering.

10. Utilizing multi-line phone system and software in call center with the ability to appropriately handle internal and external phone calls pertaining to patient care coordination such as scheduling and cancelling patient appointments, verifying demographic information, and entering written documentation efficiently within the EMR system.

11. Review and reconciliation of EMR work queues to determine the need for a new referral or authorization needs prior to patient arrival

12. Serves as a mentor and preceptor for Ambulatory Practice Coordinators I and II. 

13. Assists in the hiring and evaluations of APC I and II, as well as call center and referral coordinator staff for clinic.

14. Collaborates with interdisciplinary leadership teams to provide recommendations as appropriate related to administrative workflows. Acts as a liaison between practice and CBO for any issues related to revenue cycle or patient work queues. Any urgent issues shall be escalated appropriately.

15. Reviews results of quality improvement initiatives and practice projects to make recommendations for improvement. Represents clinic in department meetings.

16. Assists business supervisors or practice leadership as needed

17. Actively assists patients with MyPortfolio engagement and education 

18. Create, maintain, and update provider clinical master templates in EMR. Makes recommendations to clinical management to update provider templates to improve patient access and template levelling.

19. Leads and completes denial reconciliation.

20. Identifies IT related issues when staff have problems with PCs, printers, and label makers. Assists with ticket submission when appropriate.

21. Requests service when needed for equipment.

22. Works with practice staff and leadership to resolve problems, patient concerns, and other practice needs.

23. Assists practice leadership with education and performance management of staff.

24. EMR Super User.

25. Leads or co-leads departmental, ambulatory, or hospital wide council or committee

26. Collaborates with multiple finance departments for price estimates related to patient care

Renowned as the academic flagship of the University of Maryland Medical System, our Magnet®-designated facility is a nationally recognized, academic medical center with opportunities across the continuum of care. Come join UMMC and discover the atmosphere where talents and ideas come together to enhance patient care and advance the science of nursing. Located in downtown Baltimore near the Inner Harbor and Camden Yards, you won’t find a more vibrant place to work! 

Education and Experience

1. High School Diploma or equivalent (GED) is required.
2. Associate’s Degree required with expected completion of bachelor’s degree 
3. Minimum five years of general clerical and/or administrative experience required.
4. Three years of experience in a healthcare setting, preferably in a practice office.
5. Knowledge of health insurance plans including Medicare and Medical Assistance required.
6. Proficiency with computers is required.
7. Proficiency with registration and scheduling and call center software required.
8. Two years of leadership experience preferred.

IV. Knowledge, Skills and Abilities

1. Demonstrated knowledge of various insurance coverage (i.e. Medicaid, HMOs) including UMMS insurance partners preferred.

2. Highly effective verbal, written and interpersonal skills to effectively communicate hospital policies and procedures to medical staff, colleagues, patients and/or visitors, complete admission and/or other documentation and respond promptly to instructions given.

3. Ability to complete intake information and/or other documentation and respond promptly to instructions given. 

4. Effective listening skills with the ability to listen and understand patient information and translate it to written documentation.

5. PC literate, with ability to enter and/or retrieve demographic, financial, and/or patient information on an online registration system.
6. Ability to establish and maintain courteous and effective relationships that foster quality customer service, and demonstrate sensitivity and awareness of customer needs; when dealing with patients/visitors, co-workers and healthcare staff.
7. Ability to use resourcefulness and problem-solving skills when handling telephone and in-person inquiries or when required to resolve patient scheduling issues.

8. Ability to work independently and respond effectively under stress and pressure. 

9. Ability to prioritize and manage numerous tasks in different stages of completion.

10. Ability to observe and apply relevant hospital and departmental policies and procedures. Complies with patient right to privacy in handling personal information in accordance with the Privacy Rule (under Title II of the Act) of the Health Insurance Portability and Accountability Act (HIPAA), ensuring the security and privacy of each patient’s health care information. 

10. Ability to demonstrate knowledge and skills necessary to provide care appropriate to the patient population(s) served. Ability to demonstrate knowledge of the principles of growth and development over the life span and ability to assess data reflective of the patient's requirements relative to his or her population-specific and age specific needs.

All your information will be kept confidential according to EEO guidelines.