Pre-Visit Planning Coordinator II

JOB SUMMARY: The Pre-Visit Planning Coordinator II will serve patients by receiving, reviewing and reconciling patient registrations, clinical checklists, incoming medical records, required consents and screening tools in advance of scheduled provider appointments while providing an excellent patient and provider experience. Additional responsibilities include collaboration with Risk department for focus review and outreach of documentation as it relates to legal decision making authority, such as Guardianship, Health Care Power of Attorney, Custody orders and variations of these types. SPECIFIC RESPONSIBILITIES: Receive, review and evaluate patient demographic and legal decision making authority information and required authorized signatures Outreach to referral sources, community agencies, assigned guardians and others designated with legal decision-making authority to obtain valid and current proof of authority status. Work in the Patient Document Assistant program to send receive, track and assign documentation status and state. Use clinical checklists to ensure appointment type requirements have been received Outreach to patient for any missing or additional required information Regular review and scheduling of annual wellness visit and well child visits Upload approved documents into EHR Documentation in Electronic Health Record and MAHEC IT systems to flag or relay information with the providers Monitor work queues for incoming patient or providers messages Re- schedule appointments when required Confirms preferred pharmacy information. Coordinate interpreting services for patients Answer phones, check and respond to voicemails Participate in orientation and training of new staff Float within Pre-access functions as and when needed Participate in process improvement of new and existing workflows Actively embraces and supports divisional and organizational initiatives Participate in outreach initiatives, community events, and seasonal clinics Performs outreach/reminder calls to high risk /high acuity patients as defined This role description is a general description of the essential job functions. It is not intended to describe all the duties the Pre-Visit Planning Coordinator may perform. KEY COMPETENCIES: Communication Skills Effectively and respectably communicate with other individuals, whether it be a colleague, patient, legal guardian or patient’s family member and appropriately enumerate information in a manner easily understood by all parties. We do this to foster a culture of understanding between all parties, especially in complex and difficult situations, to ultimately provide the best care possible to our patients and their families. Decision Making Ability to make the most appropriate decision in a given situation and then taking the next steps to ensure appropriate and timely completion. This requires conflict resolution skills, critical thinking skills, confidence in your ability to make the right decision in most situations. This also includes ability to prioritize your workday appropriately to ensure the most important tasks are completed on time. HealthCare Knowledge Having the drive to keep yourself abreast and up to date on MAHEC programming and services offered as well as required trainings for job duties and MAHEC’s organizational training. Finally, the ability to apply the depth of knowledge maintained and gained through this process in real life scenarios as appropriate. Interpersonal Skills Showing the ability to meet difficult situations with grace, professionalism, and understanding. Within your area of expertise, showing respect and showing empathy where appropriate with your colleagues, patients, and their family at all times, even when its most difficult to do so. This is done, in part, by effective listening, being your authentic self, showing responsibility and dependability, and being patient with others. Organizational Values Adherence to MAHEC’s founding principles and incorporating them every day. This includes, among others, having integrity and accountability, reverence for other cultures and equitable practices, ability to manage change, and displaying a clear understanding of organizational dynamics. Doing these things creates a culture where people want to do the best for each other and gives personal ownership towards the goal of helping people in their time of need. Problem Solving Having an analytical mind and ability to work autonomously to solve complex problems that may arise. The wherewithal to think logically through a difficult problem and come to an appropriate resolution for a given issue. Multi- tasking ability between incoming and outgoing work. Measuring success by understanding where we are currently and where we want to go and then applying new ideas to affect positive change. SPECIFIED SKILLS COMPUTER Training and experience in types of Legal decision-making Authority documentation, and the principles of review and approval. Mid- Level to Advanced computer skills as it relates to working with medical office software program(s) Experience with Electronic Health Records; patient privacy and security tenants. FOREIGN LANGUAGE Ability to speak Spanish strongly preferred. OTHER Knowledge of medical office functions including business office work flows Basic medical terminology proficiency preferred. PHYSICAL DEMANDS Not Applicable. SUPERVISORY RESPONSIBILITIES: N/A EDUCATION AND EXPERIENCE MINIMUM QUALIFICATIONS: Training/experience in Guardianship or other Legal Decision-making authority documentation types and principles Any combination of education and experience equivalent to the following: High school diploma or equivalent, two years of relevant experience, or comparable combined education and/or experience required. PREFERRED QUALIFICATIONS: Previous customer service experience in a medical office/clinical environment/call center preferred. REQUIRED LICENSES: N/A SCHEDULE: Regular attendance on-site is an essential function of this position. Typical business hours are Monday – Friday, 8:00 am to 5:00 pm (or flexed to best meet the needs of the clients and/or the Division); 40 hours per workweek; weekend, holiday, or evening coverage is occasionally required. Work hours will need to be flexible in order to respond to special work assignments, or evening activities, as requested by the team leader. POSITION COMPENSATION: $22.31, full time full benefits At MAHEC, we strive to equip all team members with Total Rewards (pay benefits) to honor their service, support their health, manage their financial security, build their career, and thrive. All MAHEC employees and learners will be required to receive the Flu vaccine or have an approved exemption. MAHEC Talent Management is located at 121 Hendersonville Road, Asheville, NC 28803. Equal Opportunity Employer. MAHEC is a qualifying employer for the Public Service Loan Forgiveness (PSLF) Program. Employees who meet federal requirements may be eligible to have remaining student loan balances forgiven after 10 years of qualifying payments while working full-time at MAHEC. If you are interested in this role, and you have related experience and qualifications, we encourage you to apply or reach out to AskTalent@mahec.net for support in your job search process. You could be the talent we are seeking for this or other opportunities. Thank you for your interest in employment with Mountain Area Health Education Center in Asheville, NC, where we are committed to improving health in western North Carolina through innovative health professions education and compassionate healthcare. MAHEC was established in 1974 to improve training and retention of healthcare professionals across our region. We are dedicated to excellence in clinical care, health professions education, and innovative practices that can be replicated nationally. The largest of the nine state AHEC's, MAHEC serves NC's 16 westernmost counties to address national and state concerns with the supply, retention, and quality of health professionals especially in rural areas.