Patient Service Coordinator Ambulatory II - Community Clinic

Patient Service Coordinator Ambulatory II - Community Clinic

Hennepin Healthcare is an integrated system of care that includes HCMC, a nationally recognized Level I Adult Trauma Center and Level I Pediatric Trauma Center and acute care hospital, as well as a clinic system with primary care clinics located in Minneapolis and across Hennepin County. The comprehensive healthcare system includes a 473-bed academic medical center, a large outpatient Clinic & Specialty Center, and a network of clinics in the North Loop, Whittier, and East Lake Street neighborhoods of Minneapolis, and in the suburban communities of Brooklyn Park, Golden Valley, Richfield, and St. Anthony Village. Hennepin Healthcare has a large psychiatric program, home care, and operates a research institute, philanthropic foundation, and Hennepin EMS. The system is operated by Hennepin Healthcare System, Inc., a subsidiary corporation of Hennepin County. Equal Employment Opportunities: We believe equity is essential for optimal health outcomes and are committed to achieve optimal health for all by actively eliminating barriers due to racism, poverty, gender identity, and other determinants of health. We are committed to equitable care and working in an environment that celebrates, promotes, and protects diversity, equity, inclusion, and belonging. We are committed to bringing in individuals with new cultural perspectives to assist in creating a more equitable healthcare organization.

Department: North Loop Clinic

FTE: 0.90 (72 hours per pay period)

Workdays: Monday - Friday

Shift(s): Days

Shift Length: 8 hours

Location: In-Person

Purpose of this Position: The purpose of this position is to provide clerical support for specific clinical areas to serve patients and their families. The main objectives of this position are to meet and exceed patient expectations as it relates to complex scheduling processes and support to clinical areas; to act and communicate in a professional and positive manner to patients, providers and care team staff; and to provide team-oriented support to staff to assist in meeting overall HHS registration quality goals. This is a high patient volume, multi-tasking position, with afternoon, evening and weekend hours.

Responsibilities:

All duties as defined in PSC Ambulatory I Community Clinics role

Lead and support change and process improvement initiatives for the Front of House team

Work with leadership to uphold standard process workflows and provide feedback as needed

Assists with Clerical Pool In-basket messages - messages are completed appropriately based on the SLA (Service Level Agreement) and urgency of the message

Provide scheduling support using knowledge of clinical specialties including: More complex scheduling that often requires multiple appointments with different providers

Provides clerical support to clinical staff, such as templating, processing patient forms, and urgent scheduling needs.

Assist with mentoring and onboarding of new staff, provide direction

Assists with processing patient forms and provides clerical support for assigned Ambulatory departments or clinics

Promotes the organization and assists in maintaining clinic efficiency

Complete standard work observations and communicate findings to Clinical leadership

Leads and functions as the Subject Matter Expert (SME) in assigned areas

Assist with facilitation daily huddles

Perform other duties as assigned

Qualifications:

Minimum Qualifications:

High School Diploma or equivalent

A minimum of 1 year of Front of House experience or experience in related field

Preferred Qualifications:

1 year of previous HHS experience

Associate Degree (Healthcare or Business concentration preferred) or 2 years of customer service experience in similar clinic/ambulatory healthcare environment

Certification from HFMA - OR- NAHAM - OR- HBI Patient Access Certification

Experience with Electronic Health Records (EHR) Epic experience preferred

Understanding of medical terminology

Experience with different payers/insurance requirements

Bilingual fluency in English/Spanish or English/Somali or other languages including ASL (not required)

Knowledge/ Skills/ Abilities:

Ability to work cohesively, effectively, and respectively with individuals from a variety of economic, social, and culturally diverse backgrounds

Ability to work in a fast-paced, continually changing environment

Ability to respond appropriately to shifting priorities

Ability to prioritize work assignments

Bilingual fluency in English/Spanish or English/Somali or other languages including ASL (not required)

Consistently exceeds quality and productivity standards, including accuracy in patient registrations, scheduling and patient/guest customer service expectations

Technical proficiency in basic computer skills and applications such as Microsoft Office and Outlook

Float pool positions require the ability to travel between sites in an expeditious manner

Demonstrates knowledge and understanding of organizational policies and procedures

Ability to lead others in their daily work following standard processes

Ability to assist with onboarding new employees providing them with the tools they need to be successful