Patient Care Coordinator - Dr. Riley Williams

Join Us At Hospital For Special Surgery

How you move is why we're here. Now more than ever, our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximize the abundant opportunities for growth and success. If this describes you then let's talk! HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment.

Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Emp Status: Regular Full time

Work Shift: Not specified

Compensation Range: $27.47 - $41.90. In addition, this position will be eligible for additional benefits consistent with the role. The salary of the finalist selected for this role will be determined based on various factors, including but not limited to: scope of role, level of experience, education, accomplishments, internal equity, budget, and subject to Fair Market Value evaluation. The hiring range listed is a good faith determination of potential compensation at the time of this job advertisement and may be modified in the future.

Job Qualifications

Education: Required: High School Diploma or equivalent (G.E.D.), may include specialized or vocational courses

Licensure: Required: Certifications/Licensure as per the role

Experience: Required: Minimum 2 years in Healthcare/Medical-Medical Secretary

Skills: Required: Excellent verbal and written communication skills, strong customer service orientation, superior written and oral communication skills, exceptional customer service skills, ability to follow through with tasks to completion, strong organizational and problem-solving skills, ability to multitask in a fast paced environment, ability to effectively and accurately follow directions or instructions, ability to work collaboratively as part of a team; offers to help coworkers when needed, detail-oriented, ability to escalate issues appropriately, consistently displays a positive attitude towards one's work and work environment, strong computer skills, knowledge of healthcare industry including regulations and health insurance

Skills: Preferred: Experience with Epic, familiarity with medical terminology

Physical Working Conditions: Continuously stand/walk or lift/handle/carry material or equipment of moderate weight (20 to 50 lbs)

Environmental Working Conditions: Located in a comfortable indoor area. Examples: executive, management and secretarial positions

Hazards: OSHA Category 3. Tasks that involve no exposure to blood, body fluids, tissues, or other potentially infectious materials and Category 1 tasks are not a condition of employment.

Behavioral & Leadership Competencies: Team Members (Provided & Standardized by HR)

Performance Mindset: Demonstrates critical thinking to identify challenges impacting work and recommends solutions. Takes measurable action to change, learn, and grow.

Communication: Communicates in a clear and organized manner that achieves desired results. Speaks and writes professionally and respectfully. Listens actively and empathetically.

Collaboration: Understands how one's work connects and intersects with other team member's work and HSS' goals. Actively works with others and engages in dialogue when differences exist. Is open to receiving feedback.

Empowerment: Shares ideas and points of view. Volunteers to take on stretch assignments and/or additional responsibilities identified by and/or with manager.

Engagement: Cares about the mission of HSS. Is an active participant in meetings and interactions with colleagues and/or patients. Demonstrates a desire to learn and grow. Understands how behavior and attitude impact the broader team and acts in a way that supports the culture and team's engagement.

Adherence to HSS Policies: Respects and holds self and/or others accountable to following HSS Policies and Code of Conduct. (Examples: Time and Attendance, Professionalism, Safety, Privacy, and a commitment to providing or supporting service excellence to patients.)

Position Competencies

Patient Service & Communication Skills: Answers phones and greets patients courteously, clearly, and efficiently. Demonstrates a professional demeanor, empathy, discretion, and respect in all patient interactions. Ensures timely internal/external communication via phone, email, or in-person regarding appointments, instructions, and follow-ups based on the office's protocol. Handles patient concerns calmly, and appropriately escalates concerns to administrative manager or clinical staff when necessary.

Scheduling & Coordination: Schedules appointments and ancillary services accurately, following the provider's protocol as directed by the physician or office manager. Coordinates referral processes with accuracy and urgency. Communicates effectively/proactively with other administrative staff and clinical teams to ensure smooth patient flow. Coordinates surgical scheduling dates, enters them into EPIC, ensures pre-authorization within required timelines, and confirms that all required pre-testing and documentation are complete and verified.

Billing/Chart Documentation: Manages check-out processes accurately, facilitating time of service payments from patients, including copayment and outstanding balance collections (as needed). Obtains authorizations and/or follows up with appropriate teams on the status through completion, as needed. Ensures all information is collected from patients to ensure timely billing. Uses appropriate written communication when documenting in patient charts, and interacting with physician and other clinical teams. Accurately scans patient records per hospital guidelines.

Technical & Systems Proficiency: Proficient in the use of electronic medical records systems (e.g., Epic) and navigates scheduling, billing, and Microsoft Office software with competence. Operates phones system, scanners, copiers, printers, and other front-desk technology efficiently. Learns and adapts to new systems, policies and technologies relevant to office operations.

Office Workflow and Operational Efficiency: Prioritizes tasks and manages workload efficiently to meet patient needs, and departmental goals such as call answer rates. Takes initiative to resolve issues and assist colleagues. Adapts to workflow changes and supports team productivity. Fulfills a lead role in the office when covering for Office Manager during time off. Demonstrates accountability in job duties, and proactively assists in training support staff/covering staff as needed.

Non-Discrimination Policy: Hospital for Special Surgery is committed to providing high quality care and skilled, compassionate, reliable service to our community in a safe and healing environment. Consistent with this commitment, Hospital for Special Surgery provides care, admits, and treats patients and provides all services without regard to age, race, color, creed, ethnicity, religion, national origin, culture, language, physical or mental disability, socioeconomic status, veteran or military status, marital status, sex, sexual orientation, gender identity or expression, or any other basis prohibited by federal, state, or local law or by accreditation standards.

Hospital for Special Surgery