Patient Service Coordinator

Patient Service Coordinator

Finger Lakes Community Health (FLCH) was founded in 1989 with an original mission of serving the region's agricultural workers by linking individuals to area resources and providing essential health services. In 2009 the organization expanded to become a Federally Qualified Health Center (FQHC), serving patients of all incomes, ethnicities and walks of life. Over the last decade, FLCH has grown to provide medical, dental, and behavioral health services to over 28,000 patients at eight health centers. With over 200 employees we strive to provide high-quality and innovative health care services to the Finger Lakes Region.

Benefits Offered:

• Monday through Friday schedule, closed all major holidays
• Medical insurance with a 90% employer contribution
• Dental, Vision, and Life insurance
• Safe Harbor 3% 401k contribution
• Robust PTO offerings
• Education reimbursement

Job Summary:

The Patient Service Coordinator is responsible for overseeing the daily operations and customer service functions of the Patient Service Representatives. This role involves managing provider schedules, ensuring effective communication with patients, and resolving insurance and billing issues. The Patient Service Coordinator will be responsible for ensuring the smooth operation of health center activities, including patient scheduling, building maintenance, and administrative office duties.

This position will work out of our Port Byron and Sodus locations and will require travel between sites.

Main Responsibilities:

Operations:

• Monitor provider schedules daily to ensure that schedule changes are addressed with appropriate channel.
• Ensure that Patient Service Representatives' schedules meet the health center's coverage needs.
• Provide coverage of health center front desk.
• Analyze electronic health record data daily to identify scheduling opportunities and track patient no-shows.
• Contact no-show patients in accordance with Finger Lakes Community Health policies and procedures.
• Receive and document patient grievances or incidents following organizational guidelines.

Insurance and Billing:

• Monitor daily appointments to ensure patient insurance is verified, correct PCPs are assigned, and necessary paperwork is completed.
• Scrub all self-pay patient claims, ensuring claims are complete and accurate.
• Ensure errors in claims are corrected.
• Review patient balances prior to appointments and work with the patient to resolve past-due balances.
• Ensure that patient enrollment paperwork has been completed and scanned into patient record.

Building and Grounds:

• Ensure that the health center building and grounds are maintained to meet organizational standards.
• Conduct monthly inspections of the health center building and grounds using the safety checklist.
• Coordinate with internal maintenance, contracted cleaning agencies, snow removal services, and landlords to address maintenance concerns.

Office Duties:

• Assess and maintain office supply inventory, placing orders as needed.
• Manage incoming and outgoing mail and packages to ensure efficient communication and delivery.
• Submit packing slips and receipts to Finance on a weekly basis for accurate record-keeping.
• Responsible for site deposits.
• Audit the site cashbox in accordance with finance and compliance policies using the cash box reconciliation form and replenish petty cash as necessary.
• Notify health center staff of facility policy and procedure changes to ensure compliance and awareness.

Staff Supervision:

• Supervise the performance of Patient Service Representatives, including conducting evaluations, auditing staff data entry, providing counseling, training, and administering disciplinary actions as needed.
• Ensure staff are trained and performing in alignment with departmental standards.

Other Duties:

• Perform other related duties as assigned by the supervisor.

Education and Qualifications :

Education:

• High school diploma or equivalent is required.
• Associate or bachelor's degree in healthcare administration, business administration, public health, or other related field is preferred.

Qualifications:

• 4+ years in a healthcare or customer service setting, acting as a subject matter expert and operating independently required.
• Prior experience in a supervisory or administrative position preferred.
• A valid government-issued photo identification document is required.
• A valid New York State driver's license in compliance with FLCH driver's policy is required.
• Current New York State automobile insurance in compliance with FLCH underwriting agreement is required. Policy limits should reflect $100,000/$300,000/$100,000 coverage.
• Capable of coordinating staff and processes related to billing and scheduling workflows.
• Able to coordinate effective communication across roles and departments.
• Uses skills to oversee team processes and ensuring alignment with goals.
• Is capable of supporting reporting and workflow evaluation.
• Applies expertise to identify complex and recurring challenges.

Physical Requirements:

• Sitting/Standing: Prolonged sitting with occasional standing or walking.
• Computer Use: Frequent typing and prolonged screen time.
• Moderate Lifting : Regularly lifting or carrying items weighing between 15-40 pounds.
• Visual: Clear vision for reading and inspections.
• Hearing Clarity: Ability to hear conversations in person or in virtual communications.
• OSHA Level 2

Work Environment:

• Health Center/Clinic: Work within a healthcare facility, interacting with patients and staff.
• Fast-Paced: Busy environment with multiple priorities to manage and changing business needs that require problem-solving skills.
• Office Hours: Standard business hours, with occasional extended shifts based on clinic needs.
• On-Call Hours: Outside of standard office hours, including evenings, weekends, and holidays to respond to urgent needs. Schedule determined by department needs.

Finger Lakes Community Health uses BambooHR for the hiring and onboarding of our staff. All communications for recruitment will come directly from BambooHR (View email address on click.appcast.io) and may appear as spam.