Patient Services Coordinator
Good Shepherd Rehabilitation Network
- JOB SUMMARY
- The Patient Services Coordinator serves as a key operational leader within the patient access team, supporting management in driving daily performance, ensuring efficient workflows, and fostering a culture of excellence in patient service. This role is instrumental in maintaining high standards of care delivery, financial performance, and team development. The PSC acts as a liaison between Patient Services Representatives (PSRs) and leadership, stepping in to lead and resolve issues in the absence of a supervisor or manager.
- ESSENTIAL FUNCTIONS
- LEADERSHIP & OPERATIONAL OVERSIGHT (50-75%)
- Provide direct support to management by overseeing daily operations, ensuring staffing coverage, and maintaining schedule integrity across assigned areas.
- Monitor compliance with federal, state, and local regulations (e.g., TJC, DOH, HIPAA) and ensure team adherence to organizational policies.
- Develop and manage master staffing schedules, assess PTO requests, and coordinate coverage for call-outs to maintain uninterrupted service.
- Generate and analyze performance reports to coach staff, identify trends, and support performance evaluations.
- Serve as the communication conduit between PSRs and management, ensuring timely dissemination of updates and escalation of concerns.
- Collaborate with leadership to implement and refine practice policies, participate in audits, and lead process improvement initiatives.
- Support conflict resolution and service recovery efforts, handling escalated patient concerns with professionalism and empathy.
- Participate in recruitment, interviewing, onboarding, and training of new team members to build a high-performing workforce.
- PATIENT SERVICES REPRESENTATIVE DUTIES (25-50%)
- Deliver exceptional front-line service by anticipating patient needs and managing service recovery when necessary.
- Handle inbound communications efficiently, including phone calls, voicemails, and messages, ensuring accurate documentation and timely routing.
- Schedule appointments in accordance with protocols, verify visit reasons, and manage cancellations/rescheduling with clear communication.
- Perform check-in/check-out procedures, including copay collection, insurance verification, and documentation of patient interactions in the EMR.
- Communicate patient flow and wait times proactively to patients and management.
- Obtain and validate insurance authorizations and referrals, ensuring compliance with payer requirements.
- Maintain current knowledge of insurance plans, eligibility criteria, and billing procedures to support accurate financial transactions.
- Investigate and resolve billing denials, ensuring proper documentation and encounter correction.
- Ensure accurate demographic and insurance data entry for new and existing patients.
- Reconcile daily receipts and participate in financial reporting and copay reconciliation.
- Resolve front-end report issues and maintain supply inventory to support operational needs.
- LEADERSHIP & OPERATIONAL OVERSIGHT (50-75%)
- QUALIFICATIONS:
- 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.
- Education
- High School Diploma required
- Associate's Degree preferred
- Work Experience
- 5+ years of Medical Office experience required.
- Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience.
- 5+ years of Medical Office experience required.
- Licenses / Certifications
- Must successfully complete/pass EMR training/tests
- Education
- 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.
Vacancy posted 2 days ago
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