Support Coordinator III - Infusion Center - Full Time 8 Hour Days (Non-Exempt)(Non-Union)

Support Coordinator III

Support Coordinator III serves as a senior-level support coordinator. As a part of the Ambulatory clinic, the position provides smooth outpatient flow resulting in optimum patient satisfaction and clinic operation. This position participates in a variety of duties associated with daily clinic preparation process, from customer service, heavy phone answering, intake, message distribution, obtaining medical reports/imaging, procedure scheduling, encounter registration, co-pay collections, and referrals management. Performs other duties as assigned.

Departmental Specific Summary Assist with all aspects of patient care. Coordinate clinic schedules, patient appointments and follow up. Answers patient phone calls, verify insurance benefits, prepare charts for clinic and prepare charge tickets for clinic visits. Coordinate scheduling of all surgeries and diagnostic testing for patients which include sending pre-op packets to patients with surgery instructions, prepare surgery charge tickets and compile letters of medical necessity. Assist the office with clerical duties. Other duties may include: assisting multidisciplinary team in managing the care of the patient's thru all phases (In-take/Evaluation/Listed) by acting as a liaison between the clinic and referring physicians; assisting in managing follow-up care for post surgical patients by setting up follow up care appointments; and/or coordinating an organized and efficient case flow of clinic scheduling. Must work with any and every physician in the Surgery Department. Other duties as assigned. Must have excellent communication skills, including the ability to speak, read and write English proficiently. Must be comfortable with computers and medical terminology. In depth knowledge of all insurance types. Essential Duties

• Clerical: Demonstrates accuracy and thoroughness in entering information into computer systems. Processes new referrals in a timely manner this includes obtaining required outside medical records, entering demographic information into computer system, providing medical records to physician / multidisciplinary team for review, verifying insurance and obtaining authorization for visits and procedures. Schedules patient's evaluation and clinic appointments in a timely manner, and at the request of the physician, while accommodating patient's needs. This includes but not limited to: surgery scheduling, laboratories, diagnostic testing and consultations as needed. Fulfills other department scheduling functions per department procedures and protocols. Reviews master schedule and anticipating requirements and changes based on activity levels to create a well-managed operational flow and positive patient experience. Coordinates and schedules diagnostic testing for patients which include but not limited to sending letters of medical necessity. Assists with the clerical and scheduling needs including filing and collection of supporting documentation for billing. Provides phone coverage as needed. Contacts and distributes messages to medical personnel using a variety of electronic messages including text, voice, and email systems. Reads and responds to email throughout the day. Retrieves and responds to voicemail messages within 24hours per department protocol.
• Patient Customer Service: Displays courtesy, compassion, kindness and honesty while interacting with public, patients, and all clinic personnel. Greets patients in a courteous and professional manner. Acts as a single point of contact for patients and caregivers and takes accountability for their patient experience. Provides information and guidance to patients and caregivers regarding all areas of patient care. This includes but not limited to scheduling, paperwork, and follow-up appointments. Reviews completed financial risk assessment and, as indicated, provides assistance to patient/patient families regarding insurance benefits and alternative funding sources, including referral of complex financial or insurance coverage issues to financial counselors or others, such as a designated admitting representative. Reviews and provides detailed estimate of patient liabilities to patients, physicians and insurance companies based on guidelines and/or systems provided by the department, including but not limited to copayment, deductibles, co-insurance, deposits, or prior account balances. Reviews and facilitates communication between patient and caregivers, and all members of the care team, including physicians, nurses, lab, etc. Communicates all changes with patient and case information to all involved personnel. Works with various hospital personnel to resolve issues and accommodate patient. Ensures that all pertinent documentations required by the clinical and administrative staff are completed and submitted timely and accurately. Adheres to policies aimed to protect patient confidentiality. Assist Support Coordinator I with complex customer service issues and provide resolution
• Teamwork/Collaboration: Acts and demonstrates flexibility in covering other staff members for sick time, vacation, or leave of absence. Maintains an open line of communication with management and other staff and always demonstrates a professional demeanor. Keeps abreast of changes within the USC healthcare system. Work collaboratively as department's liaison/representation between the department and other hospital and physicians' staff.
• Other: Responsible for onboarding and training new hire employees and physicians. Will assist Clinic Manager with quality assurance, patient flow, data collection, projects, and reporting. Will work on auditing, correction, and resubmitting rejected charges and follow up. May lead department specific project or audit or quality/process improvement efforts in partnership with department leader. Performs other duties as assigned.

Required Qualifications:

• Req High School or equivalent
• Req Demonstrated mastery in customer service, intake and scheduling
• Req Proven record of dealing with the public in a customer service role.
• Req Proven knowledge of insurance billing, admitting, or registration experience in a hospital or medical office.
• Req Knowledge of medical terminology.
• Req Familiarity with word processing, Microsoft Outlook, navigating the intranet, interpret on-line queries and preferably with GE Centricity Business, Cerner, PBAR, and scheduling systems.
• Req Must have excellent communication skills, including the ability to speak, read and write English proficiently.
• Req Must be highly flexible, enthusiastic, have a proactive approach, work efficiently under pressure and work efficiently in a team environment.
• Req Must be comfortable with computers and medical terminology.
• Req In depth knowledge of major insurance plans and types of coverage provided, including government health programs
• Req Has mastery in processing new referrals in a timely manner
• Req Demonstrated knowledge and experience in patient scheduling.
• Req Works independently under limited supervision, takes initiative, deals effectively with constant change, and willingly accepts responsibility.
• Req Demonstrated ability to work independently and in a team setting.

Preferred Qualifications:

• Pref Bachelor's Degree In a related field
• Pref 5-7 years Experience in administrative or customer service in medical office preferably in an ambulatory care environment.
• Pref Ability to speak Chinese (Mandarin or Cantonese) or Spanish preferred.
• Pref Certified Medical Assistant - CMA Medical Assistant Certificate or equivalent preferred
• Pref Certification - Job Relevant Billing and Coding Certificate

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)