Patient Coordinator (PC)- Oncology Associates

Patient Coordinator

Dartmouth Cancer Center (DCC) Bennington, located on the campus of Southwestern Vermont Medical Center (SVMC) in Bennington, Vermont is seeking a dedicated and compassionate Patient Coordinator to join our highly specialized team. Through our affiliation and partnership with DCC in Lebanon, NH, we are designated as a National Cancer Institute (NCI) Comprehensive Cancer Center.

In this role, the Patient Coordinator is responsible for providing high-quality customer service to patients receiving care at DCC Bennington. You will work closely with a multidisciplinary team to ensure optimal patient outcomes and support patients in their treatment journey under the direction of the Administrative Coordinator.

Responsibilities:

1. Responds to patient calls providing general information and education.
2. Greets patients arriving for appointments, provides appropriate questionnaire(s), answers questions, and assists patients with completion of forms and use of technology.
3. Checks insurance status and eligibility of patients; collects new insurance information
4. Collects co-pays from patients
5. Acknowledges any delays and keeps the patient updated while waiting for their visit.
6. Reviews schedules daily for accuracy in scheduling and ensuring provider
7. Completes any follow-up needs for patients as directed by the Provider or Visit Summary (i.e., booking appointments, scheduling lab and radiology exams, etc)
8. Receives incoming phone calls from providers, other staff or external provider offices and patients. Appropriately assesses the needs of the caller and processes requests, takes messages, schedules appointments, or transfers the call.
9. Monitors and completes system messages in a timely manner to meet patients' needs. Monitors incoming faxes regularly and reviews each to determine the proper course of action in a timely manner.
10. Reviews all provider schedules at the end of the day to identify and contact those patients who require follow-up and processes letters to no-shows in accordance with current policy.
11. Supports providers and staff in addressing patient questions/concerns. Provides instruction/support to providers and staff on communicating with patients regarding these questions or concerns.
12. Monitors the waiting room for patients in distress and seeks assistance when needed. Responds to minor patient concerns and complaints using service recovery tactics. Reports all concerns and complaints to supervisor/manager.
13. Manages multiple buckets by monitoring, prioritizing and properly routing the messages. Completes tasks as assigned by providers or clinical staff.
14. Monitors referral work queues for internal and external referrals. Processes new referrals according to established procedures and tracks queue status to ensure that referrals are completed.
15. Participates in initiatives to improve workflows; participates in team meetings
16. Performs other duties as required or assigned.

Qualifications:

• High school graduate or equivalent with 1 year experience in provider office.
• Knowledge of insurance benefit programs and medical terminology.
• Ability to effectively interact with providers, staff, patients and insurance plan representatives a must.
• Able to prioritize multiple tasks.
• Must have prior computer experience, excellent communication skills, and attention to detail.

Required Licensure/Certifications:

• None