Patient Concierge Coordinator III

GENERAL STATEMENT OF DUTIES

This position serves as the primary point of contact within each location for surgical scheduling. Primary duties include meeting with patients in the exam room to schedule surgeries as ordered, providing a comprehensive surgical packet with instructions, and ensuring all pre-surgical orders and requirements are communicated and completed prior to the surgery date. This role also involves notifying representatives of scheduled surgeries and maintaining accurate documentation in the EMR. Additionally, responsible for providing front desk support and ensuring a smooth patient experience, including backing up the front desk check-in person when needed, but primarily responsible for checking patients out and scheduling all types of appointments for the practice—such as follow-ups, procedures, chiropractic, vascular, and other specialty visits.

ESSENTIAL FUNCTIONS

· Serve as the primary point of contact for surgical scheduling in the office, including:

o Scheduling surgeries with patients live in the exam room as they are ordered.

o Handing out surgical packets and all pre-surgical orders/tests that must be completed prior to the surgery date.

o Scheduling related appointments such as pre and post ops, psych evaluations and DME dispensing/scheduling if authorization is required.

· Manage surgical schedules and surgical block time

· Primary responsibility is scheduling surgeries, secondary to checking patients out and back up to the check in person as needed.

· Schedule all types of appointments for the practice, including but not limited to:

o Follow-ups, procedures, chiropractic, vascular, and other specialty visits.

· Verify and maintain up-to-date information on PCPs, specialists, and other providers as needed.

· Update the EMR and maintain accurate, current documentation for all patient interactions and scheduled services.

· Enter new surgical orders into Asana to notify administrative staff of a new order.

· Notify representatives of scheduled surgeries in a timely manner.

· Maintain HIPAA compliance and provide excellent customer service

· Responsible for communicating to leadership when schedules are less than full to maximize clinic, facility, and physician time in a timely manner.

· Responsible for answering inbound phone calls in a pleasant manner

· Responsible for pulling and returning voicemails within 24 hours

· Must schedule appointments appropriately and accurately.

· Ability to communicate with patients and third parties proficiently and professionally.

· Uploading incoming records/authorizations into the patients’ charts

· Responsible for establishing and maintaining positive relationships with external entities

· Properly updating information in the EMR

o Promptly greets and acknowledges all visitors. Informing back office of checked in patients.

o Evaluates patient financial status and establishes payment plans based upon authority levels.

o Responsible for accurately completing and interpreting insurance verification and benefits. Notifies patients, family members, physicians and/or supervisors of network insurance coverage issues that may result in coverage reduction.

o Scans all new patient or updated patient information into computer (including: photo ID, insurance cards, referrals, patient paperwork.

o Schedules follow up appointments, reviews patients insurance coverage and notifies patient if service requires authorization or referral and send request to PCP via CPS.

o Maintains general knowledge of insurance plans accepted by ASAP

o Maintains patient confidentiality.

o Staying abreast of medical policies and requirements for surgical procedures

EDUCATION

· High School Diploma /GED or equivalent working knowledge preferred

EXPERIENCE

· Three to five years’ work experience in a medical office setting

· Five or more years work experience with surgical scheduling, authorizations, clearance processes

· 3 or more years’ experience with communicating with leadership, facilities and surgeons, changes in schedules

· 3 or more years’ experience with maintaining a surgeons calendar

· Medical Office experience is preferred.

· Successful candidate must have a minimum of one year of patient registration experience in a medical office or healthcare setting.

· Requires knowledge of insurance rules and regulations, medical terminology, and computer scheduling systems.

· Must be able to communicate effectively with physicians, patients and the public and be capable of establishing good working relationships with both internal and external customers.

KNOWLEDGE

· Strong working knowledge of insurances

· Strong office and computer skills, experience with paperless workflows

· Prior use of practice management and EMR programs

· Work independently while maintaining a positive attitude

· Strong knowledge of coordinating schedules in an effectively, timely manner

· Knowledge of insurance rules and regulations including eligibility and referral requirements. Able to verify eligibility if each payer, per patient according to defined parameters.

· Knowledge of medical terminology and HIPAA Guidelines,

· Knowledge of EMR computer charting and is proficient with documentation.

· Knowledge of pain management/medical/surgical best practices.

· Knowledge of medical offices policies and procedures.

SKILLS

· Skilled communicator and ability to work effectively in resolving problems

· Solid organizational skills

· Exceptional attention to detail

· Work independently while maintaining a positive attitude

· Skill in establishing good working relationships with both internal and external customers.

ABILITIES

· Ability to interact with management, physicians, and teammates at all levels and effectively

· Ability to communicate with patients and third parties proficiently and professionally

· Ability to communicate with teammates and management both in oral and written form

· Ability to be able to meet deadlines in a fast-paced, quickly changing environment

· Ability to act as gatekeeper and escalate relevant information to executives as needed

· Ability to treat confidential information with appropriate discretion

· Ability to work independently with minimal supervision.

· Ability to acknowledge discrepancies effectively and proactively in schedules, appointments, orders, authorizations, etc.

· Ability to work in an environment that frequently produces a high level of stress and mental fatigue.

· Ability to be comfortable performing multiple projects in conjunction with day-to-day activities and utilizing time effectively and self-directed.

ENVIRONMENTAL WORKING CONDITIONS

· Normal office environment

ORGANIZATIONAL REQUIREMENTS

This job description is intended to provide general guidelines for job responsibilities and requirements. Duties, responsibilities, knowledge, skills, abilities, and working conditions may change as organizational needs evolve.

Pay: From $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $21