Patient Services Coordinator

Summary

The Patient Services Coordinator is responsible for delivering seamless patient experience by combining front-desk administrative duties with financial services and account coordination. This role ensures that patients are efficiently checked in and out, insurance and demographic data is verified, payments and deposits are accurately collected and posted, and billing-related inquiries are addressed while also maintaining site specific needs to include supplies, maintenance, cleaning and receipt of deliveries. This position plays a key role in maintaining financial integrity and exceptional customer service along with the overall appearance of our sites across all Peachtree Orthopedics (POC) clinics.

Your Impactful Role

• Patient-Centric Focus: Be the first point of contact for patients, offering a warm welcome, verifying appointments, and ensuring their comfort throughout their visit.
• Multitasking Maestro: Juggle various tasks, from insurance verification to managing daily collections, all with exceptional attention to detail.
• Tech-Savvy: Utilize computer systems for appointment changes and patient profiles, ensuring our records are accurate and up to date.
• Facility Maestro: Keep our clinics running smoothly, addressing any facility-related issues and ensuring a neat and orderly waiting room.
• Communication Pro: Serve as a vital link between patients, clinical staff, and physicians, ensuring everyone receives the assistance they need.
• Administrative Support: Assist with daily tasks, including handling mail, packages, and office supplies, ensuring our team has the resources they need.
• The Patient Services Coordinator provides both administrative and billing support to patients and staff. Responsibilities include greeting and checking in patients, maintaining waiting room cleanliness, and managing deliveries and visitor screening.
• The coordinator verifies and updates patient insurance and demographic information, obtains patient referrals when applicable, ensures accurate collection and posting of payments, and schedules necessary follow-up appointments to include knowledge of all ancillary services. Financial duties involve processing co-pays, balances, and deposits; reconciling daily collections; and preparing courier-ready deposits.
• The role also includes contacting internal resources to assist patients regarding balances, setting up payment plans, and resolving accounts receivable issues.
• The role is responsible for all items required for daily schedule scrubs and creating a Daily Balance Sheet of needed actions for all patients with next day appointments to include printing all needed schedules and tracking sheets. Documentation must be thorough, including notations in Quickview, appointment lines, and balance sheets. Maintaining up-to-date knowledge of insurance and billing procedures is required, and the coordinator must ensure compliance with HIPAA regulations and all internal policies. Other duties as assigned.

Supervisory Responsibilities

This position has no direct supervisory responsibilities.

Qualifications

• A high school diploma or GED is required, with an Associate degree in Healthcare, Business, or a related field preferred.
• Candidates must have a minimum of one to two years' experience in customer service, healthcare customer service, billing, or front desk coordination.
• Familiarity with insurance plans and medical terminology is preferred.
• Strong communication and customer service skills are essential, with the ability to speak clearly, write professionally, and interpret a variety of instructions and documentation.
• Proficiency with computers, Microsoft Office applications and experience with EMR systems is preferred.
• The ability to multitask in a fast-paced environment and handle patient interactions with empathy and professionalism is critical.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service - Works well with patients, vendors, and physicians by keeping them informed and promoting a positive image of the company. Exhibits good listening and comprehension; Selects and uses appropriate communication methods. Looks for ways to improve and promote quality patient care.
• Teamwork - Accountable to team and departmental goals, works to meet established deliverables, balances team and individual responsibilities, gives and welcomes feedback, puts success of team above own interests. Communicates with team regarding overall patient care including using resources efficiently working toward a positive patient experience.
• Organizational Support - Follows policies and procedures, completes administrative tasks correctly and on time; supports organization's goals and values. Adheres to all PO policies and procedures while maintaining patient confidentiality according to HIPAA guidelines.
• Dependability - Adheres to the company's time and attendance policy. Is punctual, good attendance record, works independently with little to no supervision, self-starter, adheres to departmental and companywide timelines, maintains focus.
• Productivity - Prioritizes and plans wok activities to ensure the completion of daily tasks. Uses time efficiently, plans for additional resources, sets personal goals and objectives to meet departmental goals.
• Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; Keeps abreast of current procedures and/or industry changes that may affect the department and/or patient service.
• Leadership - Provides strong leadership, sets a good example, skilled decision maker, motivator, delegator, encourager, committed to finding solutions to problems, works well with difficult people.
• Management - Participates in planning, decision making, process improvement, and facilitation of departmental goals and directives. Responsible for managing the daily activities of all subordinates, provides regular performance feedback, develops subordinates skills and encourages growth. Fosters quality focus and creates a team spirited atmosphere for subordinates.

Required Knowledge, Skills, and Abilities

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Skills

• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to sort and file materials correctly by alphabetic and numeric systems

Mathematical Skills

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Computer Skills

• To perform this job successfully, an individual should have knowledge of MS Office Suite programs and EMR software. Must be proficient in PowerPoint, Word, and Excel.

Reasoning Ability

• Ability to apply common sense understanding to carry out detailed written or oral instructions.

Physical Demands

The role requires regular sitting, walking, standing, reaching, and using hands and arms. Candidates must be able to occasionally lift and/or move up to 30 pounds. Extended periods of computer use are common, and the ability to remain focused in a busy clinical environment is necessary. Travel to different clinic locations and participation in required training may be expected.

Work Environment

The work environment is typically moderate in noise level and involves frequent interaction with patients, providers, and staff. Candidates must be comfortable managing stressful situations and maintaining professionalism at all times. Adaptability to change in clinic operations, policies, or technology is essential.

Acknowledgment

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Peachtree Orthopedics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.