Coordinator Patient Care - Patient Relations

Description Summary: Responsible for performing all tasks necessary to increase physician efficiency and improve patient experience. This includes being the primary contact at the clinic for the patient for any questions of either a clinical or administrative nature (coordinating clinical calls with the physician), obtaining prior authorizations for prescribed treatments, referrals or procedures, scheduling procedures in the clinic or hospital, , coordinating patient care and follow up from the hospital or clinic, coordinating the physician?s schedule (both OR and clinic, as applicable), answering telephone calls, returning messages, and scheduling follow up tests and referrals for patients. This position requires an excellent working relationship with the physician and the ability to treat patients with respect, privacy and kindness at all times, even in times of stress. Responsibilities:

• Provides primary administrative support for a physician?s clinic and patients.
• Manages the provider?s schedule (both clinic and OR) to proactively resolve conflicts, optimize the efficiency of the providers, and maximize customer service to the patients.
• Handles all patient telephone calls in a timely manner, including obtaining answers from appropriate resources as needed and following up with patients.
• Identifies and resolves any scheduling issues to ensure that provider?s time and patient?s time are not wasted and that the schedule is appropriately set up to optimize the efficiency of the providers and the experience of the patients (i.e., minimal wait times, etc).
• Performs and/or supports the scheduling of surgeries including ensuring that all pre-operative paperwork, forms and tests are completed in a timely manner to prevent delays and/or cancellations of the surgery.
• Performs and/or supports the scheduling of follow-up clinic visits for patients.
• Performs and/or supports the scheduling of lab, radiology and other testing as requested by the providers. This includes working with the hospital, outside centers and physician offices and communicating with patients to ensure that schedules are appropriate and timely.
• As necessary, greets patients, escorts patient into exam room, and obtains vital signs, weight and height, and history of chief complaint for visit. Completes documentation appropriately in patient chart.
• Reports relevant information requiring immediate attention to provider, as appropriate.
• Regularly meets with providers (physician, PA, nurse, et.al.) to review their overall status, including reviewing and resolving patient or scheduling issues, and reviewing upcoming activities that may impact provider?s schedule and/or patient care.
• As needed, stocks supplies or notifies appropriate individuals to stock supplies in assigned physician's examination rooms.
• As needed, creates charts for new patients, updates charts for established patients, and ensures that all charts are complete prior to the patient?s clinic visit.
• Tracks provider dictation to ensure notes are received for all clinic visits and surgeries.
• Obtains external medical record documentation by contacting referring physician or other provider offices and ensuring requested documentation is received timely and filed in the medical record prior to the patient appointment.
• Accesses NextGen, Affinity, Medic, IMPAC and other applicable practice management systems to schedule patients and obtain documentation and other patient data as required to support practice activities and processes.
• As appropriate, distributes and reviews financial assistance packets and assists patient/responsible party with appropriate financial assistance application process. Refers complex or non-compliant patient financial issues to Manager or Financial Specialist.
• Assists in researching and obtaining accurate patient insurance information as requested by billing office.
• Fulfills appropriate requests for other duties as assigned by the site manager or providers.
• Acts as a resource to office staff. Uses skills and experience to anticipate requirements and guides activities of less experienced staff.

Customer Relations:

• Exhibits behaviors and actions that create a high level of patient/customer satisfaction, positive patient/customer relations, and respect for the patient?s/customer?s rights needs, and confidentiality.
• Demonstrates effective communication and human relations skills, which promote harmony and teamwork.
• Presents behaviors and actions that maintain the hospital?s credibility, integrity, and positive image.
• Demonstrates behaviors and actions that support the mission, goals, and operations of the hospital and which contribute to continuous service improvement.

Other Responsibilities

• Assists with special projects as assigned.
• Accurately interprets and communicates Human Resources Policies and Procedures.
• Exhibits flexibility, adapting readily to changes in the work environment or work schedule.
• Maintains a positive attitude, even during periods of stress.
• Assumes responsibility for professional growth and development.
• Complies and adheres to all CSV policies.
• Maintains positive attendance and communicates in advance any absence from work.
• Adheres to all patient and environmental safety policies and procedures.
• Engages in sustainable practices: whenever possible, Associate tried to reduce the environmental impact of their work ? especially their waste and greenhouse gas emissions. Associates improve their knowledge regarding sustainable practices whenever possible. Our mission is to further CSV as a leader in healthcare and sustainability for the betterment of the community we serve.

Requirements: Education:

• High school diploma or equivalent, medical terminology required.

Certifications/Licenses:

• N/A

Skills:

• Computer knowledge - experience with Windows environment specifically Microsoft Office Word and Excel
• Keyboarding skills and the ability to operate general office equipment skills required
• Ability to read and write in English
• Bilingual in Spanish preferred.

Experience:

• One (1) year of experience in a related health care field required. Three (3) years preferred.

Work Schedule:
MULTIPLE SHIFTS AVAILABLE Work Type: Part Time

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CHRISTUS Health is an international faith-based, not-for-profit health care system based in Irving, Texas, with more than 60 hospitals in Texas, Louisiana, New Mexico, Chile, Colombia and Mexico. CHRISTUS Health is made up of 50,000 Associates providing compassionate and individualized care at more than 600 centers, including community hospitals, clinics, long-term care facilities and health ministries. Sponsored by the Sisters of Charity of the Incarnate Word of Houston, Sisters of Charity of the Incarnate Word of San Antonio and the Sisters of the Holy Family of Nazareth, our mission is to extend the healing ministry of Jesus Christ to every individual we serve.

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