Ancillary Services Representative

Position Summary:

The Ancillary Services Coordinator is responsible for providing exceptional patient-centered care while supporting the delivery of Durable Medical Equipment (DME) and Urine Drug Testing (UDT) services within the clinic. This position serves as a vital member of the care team by assisting with patient flow, rooming patients, obtaining basic vital signs, collecting specimens, coordinating DME services, and maintaining accurate documentation within the Electronic Medical Record (EMR).

The Ancillary Services Coordinator must be detail-oriented, compassionate, and able to multitask in a fast-paced healthcare environment while maintaining continuity of care through effective communication and collaboration with providers, clinical staff, and administrative departments.

Essential Duties and Responsibilities:

Patient Care & Clinical Support:

• Greet and assist patients in a professional and courteous manner.
• Triage and room patients in preparation for provider visits and ancillary services.
• Obtain and document basic vital signs, including blood pressure, pulse, height, weight, and pain scores.
• Assist with patient intake and ensure all required information is accurately documented in the EMR.
• Support providers and clinical staff with documentation and coordination of patient care as needed.
• Maintain patient flow and assist with clinic operations to ensure efficient patient throughput.
• Provide education to patients regarding DME products, UDT collections, and treatment-related instructions.

Durable Medical Equipment (DME):

• Receive, process, route, and fulfill DME orders from providers and patients.
• Fit and measure patients for various orthopedic braces, including back, knee, wrist, ankle, and cervical supports.
• Educate patients and caregivers on proper brace application, usage, care, and maintenance.
• Maintain accurate inventory levels and manage real-time inventory tracking for DME supplies.
• Document all fittings, patient education, and patient interactions according to company guidelines.
• Ensure all DME dispensing activities comply with payer and company requirements.

Urine Drug Testing (UDT):

• Collect routine urine, oral fluid, and pre-procedural screening samples in accordance with company policies.
• Properly label, package, and prepare specimens for laboratory transport.
• Maintain chain-of-custody and specimen integrity procedures when applicable.
• Accurately document specimen collections and related patient interactions in the EMR.

Administrative Responsibilities:

• Answer incoming calls and respond to patient, provider, and facility inquiries.
• Research documentation, insurance benefits, and order status to assist patients and providers.
• Provide basic education regarding insurance benefits and patient financial responsibility as appropriate.
• Accurately enter and maintain patient information within the EMR system.
• Collaborate effectively with physicians, care teams, scheduling staff, insurance verification, and other departments to ensure seamless patient care.
• Maintain confidentiality and comply with all HIPAA regulations and company policies.
• Maintain a clean, organized, and professional work environment.

Qualifications:

• High school diploma or equivalent required.
• Medical Assistant certification preferred but not required.
• Minimum one year of healthcare, DME, medical assistant, patient care, or customer service experience preferred.
• Experience obtaining vital signs and working directly with patients preferred.
• Experience with Electronic Medical Records (EMR), preferably eClinicalWorks (ECW), preferred.
• Knowledge of medical terminology preferred.

Knowledge, Skills, and Abilities:

• Strong patient service and communication skills.
• Ability to work effectively in a fast-paced medical office environment.
• Excellent attention to detail and organizational skills.
• Ability to multitask and prioritize competing responsibilities.
• Strong documentation and computer skills, including Microsoft Office applications.
• Ability to work independently while contributing positively to a team environment.
• Professional demeanor and commitment to patient-centered care.

Physical Requirements:

• Ability to stand, walk, bend, and assist patients throughout the workday.
• Ability to lift and move DME equipment and supplies as needed.
• Ability to perform repetitive tasks associated with patient care, inventory management, and documentation.

Performance Expectations:

• Maintain accurate and timely documentation.
• Provide exceptional customer service and patient care.
• Ensure compliance with DME, UDT, HIPAA, and company policies.
• Maintain inventory accuracy and specimen integrity.
• Support efficient clinic operations and positive patient outcomes.
• Demonstrate professionalism, reliability, teamwork, and accountability at all times.