Patient Service Coordinator

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Job Description

Reporting to the Practice Manager or their designee serves as a primary point of contact for patients and visitors in an outpatient unit and provides excellent customer service through clear communication. Primary responsibility is for patient scheduling, registration and ancillary/support service scheduling of patients in the Center for Specialty Care.

Duties and Responsibilities

• Communicates with and assists patients, other employees and the general public in a courteous, helpful manner by phone and in person in compliance with the hospital's AIDET program.
• Answers telephone using the Beth Israel Deaconess Hospital- Milton telephone etiquette process.
• Perform scheduling of patients, check in, registration, and verification of demographic and fiscal information utilizing a computer system.
• Takes complete and accurate information from patients/callers, prioritizing and facilitating communication of information to providers. Prepare schedules and other documents as needed in accordance with quality standards.
• Accurately inputs patient insurance and managed care plans, including prior authorizations, referrals, and precertification.
• Collect copayments following standards for managing copayment processing. Direct patients as needed to next service area upon check in.
• Collect patient record upon completion of visit. Schedules follow up appointments including related diagnostic and/or lab tests making every reasonable effort to accommodate patient and provider needs.
• Monitor auto appointment reminder system. Reschedule appointments when requested by patients and conducting reminder calls if system is not available.
• Provides accurate information, directions and/or guidance to patients/visitors and provides prompt follow-up to ensure that needs have been met.
• Monitor patients and visitors entering, waiting, and leaving the exam area or the Center.
• Maintains patient confidentiality at all times, whether by phone, discussion with providers of distribution of patient information by email, fax, etc.
• Maintains clean and welcoming reception area ensuring all reading materials and patient education materials are relevant and timely. Monitor audio/visual equipment for appropriate programming and volume levels to ensure a nonintrusive and calming environment.
• May be assigned off-shifts, holidays, and weekends, and may work additional hours beyond schedule when needed to provide for patient services or in an emergency/disaster.
• Employee maintains competencies (position specific and hospital-wide) required for the specific patient population served.
• Perform all duties in accordance with safety and other laws, rules and regulations as set forth by appropriate regulatory and government agencies and in accordance with established department and hospital policies and procedures.
• May be required to perform similar or related duties reflective of the level of experience as may be necessary on an emergency, temporary or limited basis or as designated by the Practice Manager, Director of the Center or their designee.
• The nature of the tasks/responsibilities, required of employees in this position will likely expose them to blood and body fluids. Employees will be oriented to and required to understand and follow universal precautions for infection control. A summary list of tasks/procedures which may cause exposure to blood and body fluids is listed on the attached Physical Abilities Job Description.

Minimum Qualifications

Education

• High school diploma or GED required. Associates degree preferred

Experience

• Minimum 2 years related work experience required.

Skills:

• Decision Making: Ability to make decisions based on specific instructions, standard practices and established procedures which generally require little or no supervision.
• Oral/written Communication: Ability to read and write in English in order to understand basic safety instructions and take direction from supervisors; communicate effectively in basic English with patients, families and medical center staff in response to routine questions.
• Team Work: Ability to interact respectfully with other employees, professional staff and/or external contacts to offer ideas, identify issues, obtain information or deliver services.
• Customer Service: Ability to provide a high level of customer service to patients, visitors, staff, and external customers in a professional, service-oriented, respectful manner.

A Physical Abilities Job Description is a component of this Job Description.

The above statements are intended to describe the general nature and level of work being performed. This list is not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel assigned to this position.

Pay Range:

$20.50 - $27.59

The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled