Referral and Front Office Coordinator - Heart and Vascular (Days)

Job Description

The position will maintain management and oversight of efficient processing for incoming and outgoing practice referrals, while overseeing all facets of surgery scheduling and prepayments plans for the practice. From a leadership perspective, the position is responsible for leading and coordinating the practice front desk staffing, job functions, customer service initiatives, and demonstrating excellent front desk metrics for the practice

Required Knowledge & Skills

Education: High School Diploma or GED

Experience: One year of related experience. Requires a working knowledge of standard practices and procedures.

Licenses and Certifications

* NONE REQUIRED

Qualifications

* High School Graduate or GED

* Medical Assistant Certification, preferred

* At least one year of experience is required

* Ability to manage multiple tasks and prioritize appropriately

* Highly organized and proficient in computer systems, such as Microsoft Office and Medical Record software

* Ability to communicate thoroughly, with positivity to team, while elevate appropriately to leadership

* Demonstrates excellent customer service and patient de-escalation skills

* Demonstrates an ability to teach and hold team members accountable to excellent customer service skills

Requirements

Statement Of Employment Philosophy

Being a part of Tanner Health System is more than a job, it is a promise we make to treat every patient with exceptional service every time they walk through our doors. Service excellence is the foundation of our organizational culture and the expectations we all set for each other, our patients, physicians and our community. All employees agree to abide by a set of service standards. These standards are the promise we make to provide the best care possible, and represent our beliefs, values and who we strive to become. We each commit to making Tanner Health System a great place for our employees to work, for patients to receive care and for physicians to practice medicine.

Functions

Area of Responsibilities

* Leadership - Promotes teamwork and empowers teams and individuals to meet their potential. Supports quality and efficiency improvement efforts. Provides positive feedback as well as constructive criticism. Communicates pertinent hospital activities to departmental employees. Communicates pertinent departmental activities to administrative contact and other departments as necessary. Establishes and maintain high level of employee morale. Develops personal education to be proactive in meeting the future needs of the department. Demonstrates a positive attitude toward all customers of Tanner, internal and external. Projects a positive, professional image. Helps and supports Director in all facets of leading and managing the Practice team.

* Front Office Coordination -- Oversees the daily functions of the front office. Supervises front office staff. Ensures appropriate staffing levels for the front office and covers the roles of staff if necessary. Oversees orientation and ensures employees receive adequate training and ongoing education. Provides ongoing employee feedback of job performance. Monitors billing procedures in the practice to ensure patient registration and billing is accurate and performed in a timely manner. Must be able to learn, apply and teach a variety of rules, regulations, policies and procedures applicable to the ever changing health care reimbursement environment. Maintains strict control of internal cash control procedures. Maintains and ensures accuracy of monthly key indicator reports. Monitors monthly operations reports and provides explanation of variances. Oversees the purchasing functions for the office supplies, maintaining a record of orders placed and orders received. Closely monitors expenses and works within an established budget. Receives invoices from vendors and checks for accuracy. Organizes meetings and education activities of doctors and or staff as necessary. Organizes and participates in TMG marketing opportunities for the practice, as requested. Ensures general cleanliness and neatness of the practice. Consults with TMG Director of Operations regarding any problems and concerns and assists in implementing organizational changes. Customer Service: Leads team members in achieving customer service goals for the practice. Participates in customer service initiatives. Demonstrates excellent customer service skills. Communicates effectively and in a timely manner with patients and management regarding service recovery opportunities. Monitors customer service and develops action plans for improving patient satisfaction.

* Referral Coordinator duties: Working with the Epic Referral Module this position schedules testing, procedures and referrals for TMG practices. Obtains pre-certification prior authorizations for procedures, outpatient tests, and referrals. Position works closely with the practices and maintains strict confidentiality. Informs patients about procedure prep and clearance. Ensures informed consents are signed with 30 days of procedure. Confirms procedure schedule with physician(s), surgical department and other departments as necessary. Performs post-procedure call backs per physician instructions. Ensures informed consents are signed prior to procedure and confirms procedure schedule with physician, surgery department, and other departments as needed. Confirms that paperwork is completed to ensure no delays in care or payment for services. Verifies insurance coverage and obtains prior authorization as needed. Communicates financial responsibility to the patient for referral, procedures, or consultation. Attempts to collect monies due to the Medical Group before procedures are scheduled. Organizes the OB and Surgical Prepayment plans and processes for the department and oversees it to assure staff are obtaining proper documentation and payment, timely.

* Development, Communication and Reporting: Maintains a current knowledge of clinical operations including medical knowledge. This will be required to understand referrals requested by providers. Develops and maintains a working knowledge of CPT and ICD coding. Participates in continuing education. Participates in the development of new programs and assists with special projects, as required. Ensure that providers are notified using the Epic EMR when a procedure, consultation, or result is complete and documentation is available for review by sending notification to the provider. In collaboration with the Practice leader, Coordinator will prepare requested reports each month, including but not limited to calls, referrals, and amounts collected. Referral reporting is generated monthly and provided to Administration. Other duties as assigned.

* PATIENT CENTERED SPECIALITY PRACTICES RELATED DUTIES AND RESPONSIBILITIES * Access to Care: Schedule same day appointments. Seeks assistance from clinical personnel if triaging patients who may need urgent or emergent care. Provide written materials about accessing routine and urgent care appointments outside regular business hours. Asks patients to select a personal clinician and documents accordingly. Coordinates care across multiple settings. Assesses racial and ethnic diversity of its populations. Provides interpretation or bilingual services to meet the language needs of its population. Participates in a structured communication process, i.e. huddles. * Identify and Manage Patient Population: Collects demographic patient information. Follows up with patients not recently seen by the practice. * Plan and Manage Care: Conducts pre-visit preparations. Gives the patient family a clinical summary at each relevant visit. Follows up with patients who have not kept important appointments. * Provide Self-Care Support and Community Resources: Assists with maintaining current resources list for community resources. * Track and Coordinate Care: Tracks referrals to patients' families. Tracks lab and imaging tests until results are available, flagging and following up on overdue results. Flags abnormal results, bringing them to the attention of the clinician. Gives consultants or specialists the clinical reason for the referral and pertinent information. Tracks the status of the referral and follows up to obtain the report. Consistently obtains patient discharge summaries from the hospital or other facilities. * Measure and Improve Performance: Participates in improved performance for three preventive care measures. Participates in improving performance for three chronic care measures. Participates in implementing and demonstrating continuous quality improvement.

Compliance Statement

Employee performs within the prescribed limits of Tanner Health System's Ethics and Compliance program. Is responsible to detect, observe, and report compliance variances to their immediate supervisor, the Compliance Officer, or the Hotline.

Required Knowledge & Skills

Education: High School Diploma or GED

Experience: One year of related experience. Requires a working knowledge of standard practices and procedures.

Licenses and Certifications

* NONE REQUIRED

Supervision

Supervisory duties over the front office. Responsible for front office staff scheduling and coverage for all facts of front office. Involved in and coordinates new employee training and on-going training of existing employees. Regularly leads the work of coworkers and checks performance of work assigned as to accuracy and time. Provides input into employee discipline and evaluations, and counsels with employees on performance improvement. After consultation with superior, may adjust the job duties of the front office staff to better meet the needs of the practice and patients.

Qualifications

* High School Graduate or GED

* Medical Assistant Certification, preferred

* At least one year of experience is required

* Ability to manage multiple tasks and prioritize appropriately

* Highly organized and proficient in computer systems, such as Microsoft Office and Medical Record software

* Ability to communicate thoroughly, with positivity to team, while elevate appropriately to leadership

* Demonstrates excellent customer service and patient de-escalation skills

* Demonstrates an ability to teach and hold team members accountable to excellent customer service skills

Definitions

The position will maintain management and oversight of efficient processing for incoming and outgoing practice referrals, while overseeing all facets of surgery scheduling and prepayments plans for the practice. From a leadership perspective, the position is responsible for leading and coordinating the practice front desk staffing, job functions, customer service initiatives, and demonstrating excellent front desk metrics for the practice

Position Responsibilities

Contact with Others: Requires frequent contact with many persons at different levels inside and outside of the organization to carry out organization policies and programs and obtain willing acceptance, consent, or action.

Effect of Error: Probable errors not easily detected and may adversely affect external as well as internal relationships and may result in major expenditures for equipment, materials, or procedures detrimental to the patient's welfare or the organization's interest. Work is subject to general review only and requires considerable accuracy and responsibility. Continually works with reports, records, plans, and programs of a major functional area of the organization where integrity is required to safeguard the organization's position. Duties may involve the preparation of data on which the administration bases important decisions and are highly confidential.

People Management Responsibilities

Supervisory Responsibility: Supervises a small section of employees (up to 15); orients and trains employees; schedules, assigns, checks, and maintains flow of employees work; carries out most personnel decisions, and initiates minor personnel actions.

Work Environment/Physical Effort

Mental Demands: Work involves a variety of complex problems to be solved under general organization policies. Ingenuity and judgment are required to review facts, plan work, estimate costs, and deal with factors not easily evaluated, interpret results, draw conclusions, and take or recommend action. Solutions to problems often require coordination with other departments.

Working Conditions: Generally pleasant working conditions/normal office environment.

Working Conditions Aspects for Immunizations

Performs tasks involving contact with blood, blood-contaminated body fluids, other body fluids, or sharps (needles): No

Directly works with Patients less than 12 months of age: No

Physical Effort: Minimum physical effort - Physical demands encountered are those of a typical office job.

Physical Aspects

Bending: Occasional = 1% - 33% of the time

Typing: Frequent = 34% - 66% of the time

Manual Dexterity -- picking, pinching with fingers etc.: Frequent = 34% - 66% of the time

Feeling (Touch) -- determining temperature, texture, by touching: Not required

Hearing: Constant = 67% - 100% of the time.

Reaching -- above shoulder: Occasional = 1% - 33% of the time

Reaching -- below shoulder: Occasional = 1% - 33% of the time

Visual: Constant = 67% - 100% of the time.

Color Vision: Frequent = 34% - 66% of the time

Speaking: Constant = 67% - 100% of the time.

Standing: Frequent = 34% - 66% of the time

Balancing: Frequent = 34% - 66% of the time

Walking: Frequent = 34% - 66% of the time

Crawling: Not required

Running - in response to an emergency: Not required

Lifting up to 25 lbs.: Occasional = 1% - 33% of the time

Lifting 25 to 60 lbs.: Not required

Lifting over 60 lbs.: Not required

Handling -- seizing, holding, grasping: Occasional = 1% - 33% of the time

Carrying: Occasional = 1% - 33% of the time

Climbing: Not required

Kneeling: Occasional = 1% - 33% of the time

Squatting: Occasional = 1% - 33% of the time

Tasting: Not required

Smelling: Occasional = 1% - 33% of the time

Driving -- Utility vehicles such as golf carts, Gators, ATV, riding lawnmowers, skid steer, aerial lift: Not required

Driving -- Class C vehicles: Not required

Driving -- CDL class vehicles: Not required

N95 Respirator usage (PPE): Not required

Hazmat suit usage (PPE): Occasional = 1% - 33% of the time

Pushing/Pulling -- up to 25 lbs.: Occasional = 1% - 33% of the time

Pushing/Pulling -- 25 to 60 lbs.: Not required

Pushing/Pulling -- over 60 lbs. : Not required

Position Type

Full-time