Patient Coordinator

POSITION SUMMARY

• The Patient Coordinator serves as the primary point of contact for patients and other clients. They are responsible for providing excellent customer service to patients and ensuring the smooth operation of the clinic. This role involves a variety of tasks, including scheduling appointments, managing patient records, answering phones, and assisting with administrative duties

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Patient Relations and Experience
• Greet and welcome patients in a friendly and professional manner.
• Answer incoming calls promptly (less than 25 seconds) and courteously, addressing scheduling and other questions.
• Schedule, reschedule, and cancel appointments in accordance with clinic protocols.
• Maintain accurate patient information (e.g., name spelling, address, insurance and telephone number).
• Provide necessary instructions and information to patients including arrival time, directions, and appropriate expectations for appointment.
• Verify insurance for each office visit and surgery prior to patient arrival, including contacting the patient for updates or reviewing on payer websites.
• Accurately attach insurance to patient encounters, including attaching in the correct order when there is secondary or tertiary insurance.
• Assist patients with check-in and check-out processes, including collecting co-payments and outstanding balances.
• Monitor online appointment requests and contact patients to schedule.
• Verify self-scheduling patients are scheduled accurately, reaching out to adjust appointments as needed.
• Facilitate and communicate Good Faith Estimates for self-pay patients, working closely with the Business Office.
• Ensure accurate invoice for self-pay patients, verifying all information for clarity and correctness.
• Review all electronic and paper forms for accuracy and completion prior to entering into the patient record.
• Monitor schedule for cancellations and utilize patient cancellation list to fill open spots.
• Schedule and verify interpreters for patients who require interpretation for their visit.
• Protects patients’ rights by maintaining confidentiality of medical, personal, and financial information.
• Process and file patient paperwork, including medical records, referrals, insurance information, audiology paperwork, and audiograms/tympanograms.
• Accurately maintain incoming cash, checks and credit card payments and balance daily.
• Assist with inventory management and restocking of front desk and lobby supplies.
• Complete all incoming release of record requests adhering to HIPAA policies, including completion of PHI log within patient chart.
• Address patient inquiries from the website in a timely and effective manner.
• Accurately process daily and weekly reports as assigned.
• Follow established opening and closing clinic protocols.
• Demonstrate general knowledge of clinic procedures and answer general questions related to them.
• Prepare for patients prior to arrival, including obtaining outside medical records for new patients prior to their arrival, and the completion of registration paperwork.
• Coordinate with providers and clinical staff to ensure smooth patient flow and efficient use of resources.
• Record hospital consultation requests and communicate with providers.
• Add and check-in hospital consultations and subsequent care visits onto the schedule and obtain notes from facility to scan into medical record.
• Create telephone call encounters and tasks for Care Coordinators, Providers, and Business Office to communicate patient messages.
• Accurately check-out audiology and clinical patients purchasing hearing aids, accessories, ear plugs, and other products.
• Work closely with Audiologists to manage hearing aid drop off and pick up.
• Accurately record all labs ordered in log files.
• Coordinate outside lab pick up, including placing specimen drop box outside of clinic door.
• Office Maintenance
• Maintain a clean and organized workspace.
• Organize children’s play area daily and sanitize toys.
• Stock beverage counter throughout the day for patients and staff.
• Clean and maintain the Keurig coffee machine to ensure optimal functionality for use by patients and staff.
• Maintain breakroom cleanliness, including organization, tidiness, and basic upkeep.

GENERAL EXPECTATIONS

• Mission and Values: Promote and embody the mission and values of Renew ENT & Hearing Center.
• Professional Development: Pursue professional growth and continuous learning and improvement.
• Time Management: Use time effectively to maintain productivity and high-quality service.
• Demonstrate excellent attendance and punctuality
• Interpersonal Skills
• Utilize strong interpersonal and customer service skills to ensure positive patient interactions and a harmonious work environment.
• Communication: Maintain open lines of communication and provide feedback to management on process improvement and patient satisfaction initiatives.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Education: High school diploma or equivalent.
• Special Knowledge, Skills and Abilities: Intermediate typing and computer skills required, including MS Office.
• Demonstrated ability to manage multiple tasks and prioritize effectively in high-pressure environments.
• Exceptional organizational, communication, and analytical skills to ensure efficiency and accuracy.
• Strong capacity to collaborate within a team setting and work independently, delivering outstanding customer service.
• Maintains a positive, professional demeanor, fostering a welcoming and productive environment.
• Evidence of leadership qualities, frequently contributing to the improvement of the department.

ADDITIONAL DESIRED SKILLS AND EXPERIENCE

• Experience: Minimum of two years of experience in a medical office setting preferred.
• Special Knowledge, Skills and Abilities: Proficiency in electronic health record (EHR) systems.
• Medical terminology knowledge preferred.

Job Type: Full-time

Pay: From $23.00 per hour

Benefits:

• 401(k)
• Bereavement leave
• Dental insurance
• Dependent care reimbursement
• Dependent health insurance coverage
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Free flu shots
• Free parking
• Health insurance
• Health savings account
• Paid time off
• Paid training
• Retirement plan
• Uniform allowance
• Vision insurance

Work Location: In person

Salary : $23