Support Coordinator - Urology Clinic - Full Time 8 Hour Days (Non-Exempt) (Union)

Support Coordinator

As a part of the NCH Urology department, this position provides smooth outpatient flow resulting in optimum patient satisfaction and clinic operation. The Support Coordinator will participate in a variety of duties associated with daily clinic preparation process, from customer service, message distribution, procedure scheduling, encounter registration, and referrals management.

Essential Duties

• Clerical Has thorough understanding and expertise in the use of computer systems, e.g. Cerner and GE Centricity Business. Demonstrates accuracy and thoroughness in entering information into computer systems. Processes new referrals in a timely manner; this includes obtaining required outside medical records, entering demographic information into computer system, providing medical records to physician / multidisciplinary team for review, verifying insurance and obtaining authorization for visits and procedures. Schedules patient's evaluation and clinic appointments in a timely manner, and at the request of the physician, while accommodating patient's needs. This includes but not limited to: laboratories, diagnostic testing and consultations as needed. Fulfills other department scheduling functions per department procedures and protocols. Proactively manages clinic schedules, including reviewing master schedule and anticipating requirements and changes based on activity levels to create a well-managed operational flow and positive patient experience. Coordinates scheduling of diagnostic testing for patients which include but not limited to sending letters of medical necessity. Assists in clinic with clerical and scheduling needs including filing and collection of supporting documentation for billing. Provides phone coverage as needed. Contacts and distributes messages to medical personnel using a variety of electronic messages including text, voice, and email systems. Reads and responds to email throughout the day. Retrieves and responds to voicemail messages within 24hours per department protocol.
• Patient Customer Service Utilizes courtesy, compassion, kindness and honesty while interacting with public, patients, and all clinic personnel. Greets patients in a courteous and professional manner. Acts as a single point of contact for patients and caregivers, and takes accountability for their patient experience. Provides information and guidance to patients and caregivers regarding all areas of patient care. This includes but not limited to: scheduling, paperwork, and follow-up appointments. Work independently under limited supervision, takes initiative, deals effectively with constant change, and willingly accepts responsibility. Completes a financial risk assessment and, as indicated, provides assistance to patient/patient families regarding insurance benefits and alternative funding sources, including referral of complex financial or insurance coverage issues to financial counselors or others, such as a designated admitting representative. Provides estimate of patient liabilities to patients, physicians and insurance companies based on guidelines and/or systems provided by the department, including but not limited to: copayment, deductibles, co-insurance, deposits, or prior account balances. Facilitates communication between patient and caregivers, and all members of the care team, including physicians, nurses, lab, etc. Communicates all changes with patient and case information to all involved personnel. Works with various hospital personnel to resolve issues and accommodate patient. Adheres to policies aimed to protect patient confidentiality.
• Teamwork/Collaboration Demonstrates flexibility in covering other staff members for sick time, vacation, or leave of absence. Possesses ability to work independently and in a team setting. Maintains an open line of communication with management and other staff and demonstrates a professional demeanor at all times. Is involved with and keeps abreast of changes within the USC healthcare system. Performs other related duties as assigned.

Required Qualifications:

• Req High School or equivalent
• High school graduate or equivalent work experience in customer service and/or medical office;
• Req 1 year At least 1 years of ambulatory care experience in a coordinator role.
• Proven record of dealing with the public in a customer service role.

• Req Familiarity with word processing, Microsoft Outlook, GE Centricity Business, Cerner, PBAR, scheduling systems, and navigate the intranet, interpret on-line queries.
• Req Must have excellent communication skills, including the ability to speak, read and write English proficiently.
• Req Excellent interpersonal and communication skills to coordinate multiple appointments with many multi-specialty clinical services.
• Req Must be highly flexible, enthusiastic, have a proactive approach, work efficiently under pressure and work efficiently in a team environment.
• Req Must be comfortable with computers and medical terminology.
• Req In depth knowledge of major insurance plans and types of coverage provided, including government health programs.

Preferred Qualifications:

• Pref Bachelor's Degree Degree in a related field
• Pref Specialized/technical training Medical Assistant Certificate/Diploma
• Pref Knowledge of medical terminology
• Pref Proven knowledge of insurance billing, admitting, or registration experience in a hospital or medical office preferred.
• Pref Basic Life Support (BLS) Healthcare Provider from American Heart Association

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)