Patient Access Coordinator

Patient Access Coordinator

The Patient Access Coordinator follows hospital policies and procedures and answers the Neurology Department's inbound telephone calls using the Department's standard greeting and within the established service level.

Qualifications

• Verifies patient demographics and insurance information at the beginning of each scheduling call. If there is an update required, transfer the caller to the Patient Service Center at the conclusion of the call.
• Following Departmental and Hospital scheduling guidelines, schedules, reschedules, and cancels new and return patient appointments, Neurology procedures, and Radiology exams across all Neurology divisions. As indicated faxes paperwork and communicates the need for a referral or authorization number per Payor guidelines. Accurately communicate the date, time, and location of the appointment and with which physician the patient is scheduled.
• Maintains good communication with Patients, Managers, colleagues, physicians, and others regarding call center operations and meets with the Manager to discuss strategies, policies, and problems. Responds to requests for change that will improve practice conditions for physicians, by discussing them with the Manager. Performs daily functions that are in line with Departmental and Hospital Customer and Safety Standards. Works in a collegial and respectful manner with practice assistant colleagues.
• Following established department/and division protocols, sends messages to the patient's clinician. Accurately conveys to the patient or caller within what timeframe the message will be responded to. Triage calls per protocol. Triages calls to the Call Center Clinical nurse for review of complex cases as well as level of urgency. Triages calls to the providers, and administrative assistant staff per Division policy.
• Following Department and Epic guidelines, takes prescription refill requests from callers and enters the request into Epic as a prescription refill request. Routes to the appropriate neurologist. Has a low threshold for making callouts to patients and pharmacies to validate medication details.
• Gathers all necessary information needed to obtain prior authorizations per Department and payer procedures for those medications and procedures scheduled. Generates a soft transfer to the appropriate practice when specific neurology appointments need to be scheduled. Works collaboratively with practice-based colleagues to ensure all pre- and post-visit work is completed for a patient.
• Requests of patient/referring physician notes and any imaging/other studies needed for new patient visits prior to scheduling outside referrals.
• Scans outside medical records for upcoming pending new patient appointments per Hospital and Department guidelines.
• Assists with Neurology's e-referral work queues for all divisions by reaching out to patients who have orders in the system by making 1st attempt within 24 hours of receiving the order, making the 2nd attempt 2-3 business days after the 1st attempt. If the patient is unresponsive to the attempts, communicate with the referring provider. Other tasks as requested by the Patient Access Center Manager.

High School degree and relevant experience required. Associates or bachelor's degree preferred. Prior Call center or Ambulatory practice experience is strongly preferred. Previous experience in a customer service role is strongly preferred. Previous experience in a large, busy ambulatory practice or call center setting is strongly preferred. Familiarity with medical terminology preferred. Excellent oral and written communication skills. Ability to work collaboratively as a team member. Previous experience with health insurance is preferred. Ability to take direction well from the manager.