Support Coordinator II

Support Coordinator II

Duration: 13 weeks with possible extension

Shift: 7:30 am - 5 pm | Mon to Fri

Pay range: XXXXXXXXXXX to XXXXXXXXXXX an hour

Location: Any of the following three

• Los Angeles, CA 90033
• Glendale, CA 91208
• El Segundo, CA 9024

Note: The candidates must be open to rotating between the training locations listed above for 23 weeks.

Job Description

Support Coordinator I serve as an entry level coordinator. The position provides strong customer service and performs administrative support for patients resulting in optimum patient satisfaction and clinic operation. Excellent interpersonal and communication skills to coordinate multiple appointments with many multi-specialty clinical services. Participate in a variety of duties associated with daily clinic preparation process, from customer service, message distribution, heavy phone answering, clinic/procedure scheduling, encounter registration, and referrals management. Performs other duties as assigned.

Job Accountabilities

Clerical:

• Demonstrates accuracy and thoroughness in entering information into computer systems.
• Provides medical records to physician / multidisciplinary team for review, verifying insurance and obtaining authorization for visits and procedures.
• Schedules patients' evaluations, clinic appointments and at the request of the physician. This includes but not limited to laboratories, diagnostic testing and consultations as needed.
• Fulfills other department scheduling functions per department procedures and protocols.
• Reviews master schedule and anticipates requirements and changes based on activity levels to create a well-managed operational flow and positive patient experience including but not limited to sending letters of medical necessity.
• Assists 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.
• Gathers all documentation pertaining to patient's insurance benefits and alternative funding sources as needed.
• Assist in preparation of 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.
• Coordinates and gathers patient information/ needs for the physicians, nurses, lab, etc.
• Communicates between patient and caregivers on missing documentation needed by the clinical or administrative staff., 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:

• Maintains an open line of communication with management and other staff and demonstrates a professional demeanor at all times.
• Keeps abreast of changes within the client healthcare system.
• Work collaboratively as department's liaison/representation between the department and other hospital and physicians' staff.

Other:

• Support Clinic Manager with quality assurance, patient flow, data collection, and projects, as needed.
• Participate in audit and correction when needed
• Participate in department specific project, audit, quality/process improvement efforts.
• Performs other duties as assigned.

Must-Haves (35)

• 2+ surgery scheduling and authorizations
• 3+ years of healthcare scheduling, patient access, or front office experience preferred
• Healthcare or medical office scheduling experience
• Strong customer service and patient communication skills
• Experience working in EMR/EHR systems
• Ability to multitask in a fast-paced clinic environment
• Clean-cut, professional appearance

Nice-to-Haves (35)

• Orthopedics or specialty clinic experience
• Insurance verification or referrals knowledge
• Bilingual (Spanish preferred)
• Prior access center or patient navigation experience

Required Experience / Education:

• High school diploma or equivalent required