Front Office Patient Care Coordinator (Multi-Specialty) - La Quinta, CA

Front Office Patient Care Coordinator (Multi-Specialty) - La Quinta, CA

The Front Office Patient Care Coordinator will perform front office functions to contribute to efficient day-to-day operations and a positive patient experience. Provides administrative support to the providers and interacts with patients by scheduling patient appointments in tandem with the provider availability, interacts with patients in person and on the phone, answers phone, greets patient at check-in, collects patient information, updates/maintains electronic records, insurance verification, handles visit payments, ensures the clinic has needed inventory for operation, and performs clerical tasks.

This position will be primarily assigned to a work location; but may also float as needed to various UCR Health clinic locations. This position may require you to work different shifts, including evenings, weekends, and holidays.

General Information

Job Title: Front Office Patient Care Coordinator

Job Code: 004723

Grade: Professional & Support Staff

Department: UCRH Clinic La Quinta

Location: Riverside Area

Salary: $55,645 - $78,864

Key Responsibilities

Front Office Support (Phones-Appointment and Insurance Verification): Answers the front desk queue in the contact center, assist callers, screen patient calls, handle complaints, retrieve and process voice messages. Ensures the answering service is used appropriately, activated when office is closed and inactivated when present. Transcribing messages from the answering service portal and forwarding to the appropriate party. Schedule patient appointments, based on provider availability. Reschedules patient appointments at the request of the patient and/or provider. Optimizes patients' satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone. Keeps patient appointments on schedule by notifying provider of patient's arrival; reviewing service delivery compared to schedule; reminding provider of service delays; and keeps in regular communication with patients to inform them of delays. Escorts patients to the room where they will meet the provider. Verifies insurance coverage and obtains insurance authorization for appointment and care plan. Reviews and maintains patient accounts, secures financial arrangements on self-pay balances prior to and during patient appointments, verifies and pre-registers patients and responds to patient inquiries regarding billing and insurance. Contacts patients with self-pay or outstanding balances to ensure appropriate financial arrangements. Reconciles deposits.

Front Office Check-In: Provides a warm welcome with appropriate etiquette to patients and visitors by greeting people in person or on the telephone and answering or referring inquiries. Educates on the clinic services and the provider's background. Responds to patients', prospective patients, and visitor inquiries in a courteous manner. Comforts patients by anticipating patients' anxieties; answering patients' questions; maintaining the reception area.

Responds to emergent situations and performs CPR. Other duties as assigned.

Handling of medical records and other paper files. Scan and digitize paper documents into the electronic medical record (EMR) system or other software / computer applications. Ensure readability and accuracy in the electronic system as if you were viewing the paper form (i.e. both sides scanned, and images not damaged in the scanning process). Discards / shreds paper forms after confirming readability in application. Policies and Procedures: Protects patients' rights by maintaining confidentiality of personal and financial information. Maintain operations by following policies and procedures; reporting needed changes. Protect patient confidentiality by making sure protected health information (PHI) is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended. Assists in locating, retrieving, requesting, logging, filing, assembling, performing, analysis and re-analysis of medical records and/or reports.

As needed to support the clinical operations and patient care/flow, may need to perform back-office functions. Record patients' medical history, vital statistics, or information such as test results in medical records. Prepare treatment rooms for patient examinations, keeping the rooms neat and clean. Interview patients to obtain medical information and measure their vital signs, weight, and height. Show patients to examination rooms and prepare them for the physician. Serve as a chaperone. Prepare and administer medications as directed by a physician. Collect blood, tissue, or other laboratory specimens, log the specimens, and prepare them for testing. Authorize drug refills and provide prescription information to pharmacies. Explain treatment procedures, medications, diets, or physicians' instructions to patients. Clean and sterilize instruments and dispose of contaminated supplies. Perform routine laboratory tests and sample analyses. Retrieves lab and test results as needed and uploads to the medical record. Ensures process is followed for physician review.

Maintain and distribute incoming faxes, mail, packages, and materials.

Electronic Medical Record (EMR) Maintains patient accounts by obtaining, recording, and updating personal, financial, and compliance information into the Electronic Medical Record (EMR). Assists providers and patients with access and navigation to the patient portal. Communication: Monitor and respond to messages in the EMR in-baskets.

Inventory Control and Office Maintenance: Monitor supply inventory and informing lead of supply needs. Maintain the supply room in an orderly fashion, so that supplies are easily located, and storage space is maximized. Monitors office equipment. Maintains business office inventory and equipment by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies; scheduling equipment service and repairs. Cleaning and Sterilization of workstations, waiting area, and equipment as necessary.

Other Requirements

Items Used done Standard Office Equipment Physical Requirements done Bend: Occasionally done Sit: Frequently clear Squat: N/A done Stand: Occasionally clear Crawl: N/A done Walk: Occasionally clear Climb: N/A done Other: Must be able to lift to and push / pull 50 pounds. Must be able to assist patients with mobility during rooming patients and in preparation for exams/procedures. Able to respond to assist in emergency scenarios; administer CPR. Mental Requirements done Read/Comprehend: Frequently done Write: Occasionally done Perform Calculations: Occasionally done Communicate Orally: Constantly done Reason & Analyze: Frequently Environmental Requirements clear Is exposed to excessive noise: No clear Is around moving machinery: No clear Is exposed to marked changes in temperature and/or humidity: No clear Drives motorized equipment: No clear Works in confined quarters: No clear Dust: No clear Fumes: No Critical Position done Yes