GENERAL SUMMARY/ OVERVIEW STATEMENT:
Under the direction of the Supervisor, the Reservation Center Coordinator is responsible for the coordination of all scheduled services related to medical and surgical admissions, including outpatient surgery at the Brigham and Women's Hospital, DFCI and Faulkner Hospital, in accordance with standards established by the Department, Hospital, Medical Staff and outside regulatory and accreditation agencies.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Interacts directly with sophisticated computer scheduling systems (BWH and Faulkner), entering data accurately to coordinate and maximize utilization of hospital resources related to operating room schedule, reservations and preadmission test center appointments.
Interacts directly with physicians/physicians' office staff and via ESP system to collect complete and appropriate patient data and clinical information necessary to schedule medical/surgical services.
Performs audit on cases scheduled via ESP to ensure accuracy, completeness and appropriateness of setting.
Determines eligibility for admission/treatment in compliance with hospital policy, utilization review criteria, and state and federal regulations and/or guidelines.
Uses independent judgment to make knowledgeable decisions in organizing resources and resolving conflicts concerning operating room schedule.
Consults with all levels of hospital professional, administrative and support staff, as well as patients, their families and representatives of other organizations where considerable tact and persuasiveness must be employed in order to maintain confidentiality and overall harmony.
Determines when problematic reservations must be referred to the Manager, i.e. legal issues, complex financial issues and patients with unusual special needs.
Acts as liaison between Patient Access Services, Operating Room Managements, OR Nursing, Department of Anesthesia, Faulkner Surgical Services and physicians.
Obtains adequate information in order to identify and resolve potential financial risk to the institution.
Advises physicians of the hospital credit and collection policies, and recommends delay or deferral of non-emergent admissions/procedures when reimbursement cannot be assured.
Maintains patient confidentiality and privacy by accessing patient information only to the extent necessary to fulfill assigned duties. Ensures that all patient information is kept private, confidential and secure. Secures and properly stores all list, reports, files and documents.
Adheres to Customer Service Standards by demonstrating professionalism, alertness, helpfulness and receptiveness to all patients, visitors and other staff members.
Actively participates in Data Integrity Departmental Initiative to improve the accuracy and completeness of data collected.
Performs special projects as assigned.
Scholastic preparation equal to one or two years of college. In lieu of which, a person with proven related health care experience may qualify.
Medical terminology and ICD-9/CPT coding ability, desirable.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
Interpersonal skills necessary to communicate effectively with patients, physicians and their support staff, nursing staff, administrators, and other hospital personnel.
Technical knowledge of specific legal requirements and an understanding of complex third party payors and medical assistance policies and procedures.
Knowledge of hospital information/scheduling system with particular emphasis on the Reservation Center Scheduling System.
Requires good judgment, tact, sensitivity, and the ability to function in a stressful environment.
The ability to maintain confidentiality regarding the patients, their medical histories, demographic information, etc.
Ability to sustain effective, clear and concise communication, both written and oral.
Partners Healthcare System