Coordinator, Pre Service

Summary of Position: This job description provides information essential to understanding the scope of the position and is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position. The Coordinator is responsible for leadership of team members, and coordination of daily operations of assigned teams within the Patient Engagement Center (PEC), under the direct supervision of the Manager. The Pre-Service Specialist (PSS) is responsible for answering scheduling phone calls and scheduling patients within guidelines, taking messages, utilizing templates, and routing clinical inquires to appropriate RN team, clinical or administrative team. The PSS pre-registers patients, verifies insurance eligibility, informs patient of financial responsibility, and collects pre-service payments. The PSS works in a call center environment and provides exceptional service to patients, colleagues, and providers of Saratoga Hospital.

Primary Job Responsibilities:

These requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required of the position. Primary job responsibilities constitute approximately 90% of the positions work. To be successful, individuals must be able to perform each essential responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined in this position description. Coordinator Responsibilities: Assist the Manager in monitoring and coordinating the work activities of the unit to meet service goals, while providing exceptional service. Work activities include but are not limited to: phone queues, voicemail boxes, work queues, email groups, and resource/provider schedules. Makes daily work assignments for teams. Assist the Manager in providing direct support to assigned team members, supporting team members in meeting and exceeding established service goals and performance standards in areas of accuracy, productivity, and the patient experience, while maintaining compliance with departmental and organization policies and procedures and other relevant regulatory guidance. Act as the first escalation point for team members within the Patient Engagement Center, assist in troubleshooting and resolving issues, and providing service recovery. #Acts as a departmental resource by providing training, mentorship, feedback, and assistance in problem solving and process improvement. Assists in administering quality assurance functions for the department. Provide direct feedback to team members, and provide direct feedback to the Manager to support performance management. Under the supervision of the Manager, assists in carrying out supervisory responsibilities for the department including hiring, onboarding, staffing, corrective actions, timekeeping, staff scheduling and time off management, and performance evaluations. Supports training and professional development of new team members. Assist Manager in maintaining and appropriately utilizing tools to support operations of the PEC (issue reporting tool, scheduling reference guides, EPIC templates, etc.) Act as a role model for Pre-Service Specialist performance standards. Maintains effective communication within the Patient Engagement Center. Leads daily huddles, organize team meetings, and supports effective communication of information between front line teams and the Manager. Effectively carries out responsibilities of a Subject Matter Expert (SME) as required. Effectively carries out the responsibilities of a practice or hospital department liaison for a specific site as required. Pre-Service Specialist Responsibilities: #Answers scheduling phone calls for all clinics or modalities within a POD. Responsible for accurately scheduling patients within guidelines, taking messages, utilizing templates, and routing clinical inquires to appropriate RN team, clinical or administrative team. Pre-registers patients and verifies insurance eligibility. #Informs patient of financial responsibility and collects pre-service. Maintain a strong customer focus while working collaboratively within POD/Team to meet multiple demands and high-volume patient scheduling needs Meets Patient Engagement Center service standards and Saratoga Hospital FAMILY Caring Standards. Meets established job performance standards for position.

Cross

-trained in Operator Responsibilities, provides support as needed Answers phone calls for multiple phone lines. Responsible for utilizing protocols to assess needs of the caller, answer questions of the caller, transferring the caller to the appropriate destination, and transcribing messages. Assists with clerical tasks including receiving and routing of incoming faxes and documents, entering referrals into the EMR system, running reports and auditing charts to ensure closed loop referrals, and other tasks. #Performs other duties according to department needs

Supervisory Responsibilities:

Provides Direct Supervision to assigned Pre-Service Specialist team members within the Patient Engagement Center. Minimum Qualifications: Education, Training # Experience

Associates degree preferred

, or comparable experience Experience working in a medical office or hospital patient access or customer service setting Medical terminology understanding Experience using a #windows based personal computer# with proficient keyboard entry using a mouse as well as multiple computer programs Certifications / Licensure

CHAA

(Certified Healthcare Access Associate) Certification Preferred Salary Range: $19.96-$32.77 Pay Grade: 23 Compensation may vary based upon, but not limited to: overall experience and qualifications, shift, and location.

Summary of Position:

This job description provides information essential to understanding the scope of the position and is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position.

The Coordinator is responsible for leadership of team members, and coordination of daily operations of assigned teams within the Patient Engagement Center (PEC), under the direct supervision of the Manager.

The Pre-Service Specialist (PSS) is responsible for answering scheduling phone calls and scheduling patients within guidelines, taking messages, utilizing templates, and routing clinical inquires to appropriate RN team, clinical or administrative team. The PSS pre-registers patients, verifies insurance eligibility, informs patient of financial responsibility, and collects pre-service payments. The PSS works in a call center environment and provides exceptional service to patients, colleagues, and providers of Saratoga Hospital.

Primary Job Responsibilities:

These requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required of the position. Primary job responsibilities constitute approximately 90% of the positions work. To be successful, individuals must be able to perform each essential responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined in this position description.

Coordinator Responsibilities:

• Assist the Manager in monitoring and coordinating the work activities of the unit to meet service goals, while providing exceptional service. Work activities include but are not limited to: phone queues, voicemail boxes, work queues, email groups, and resource/provider schedules. Makes daily work assignments for teams.

• Assist the Manager in providing direct support to assigned team members, supporting team members in meeting and exceeding established service goals and performance standards in areas of accuracy, productivity, and the patient experience, while maintaining compliance with departmental and organization policies and procedures and other relevant regulatory guidance.

• Act as the first escalation point for team members within the Patient Engagement Center, assist in troubleshooting and resolving issues, and providing service recovery.

• Acts as a departmental resource by providing training, mentorship, feedback, and assistance in problem solving and process improvement.

• Assists in administering quality assurance functions for the department.

• Provide direct feedback to team members, and provide direct feedback to the Manager to support performance management.

• Under the supervision of the Manager, assists in carrying out supervisory responsibilities for the department including hiring, onboarding, staffing, corrective actions, timekeeping, staff scheduling and time off management, and performance evaluations.

• Supports training and professional development of new team members.

• Assist Manager in maintaining and appropriately utilizing tools to support operations of the PEC (issue reporting tool, scheduling reference guides, EPIC templates, etc.)

• Act as a role model for Pre-Service Specialist performance standards.

• Maintains effective communication within the Patient Engagement Center. Leads daily huddles, organize team meetings, and supports effective communication of information between front line teams and the Manager.

• Effectively carries out responsibilities of a Subject Matter Expert (SME) as required.

• Effectively carries out the responsibilities of a practice or hospital department liaison for a specific site as required.

Pre-Service Specialist Responsibilities:

• Answers scheduling phone calls for all clinics or modalities within a POD. Responsible for accurately scheduling patients within guidelines, taking messages, utilizing templates, and routing clinical inquires to appropriate RN team, clinical or administrative team.

• Pre-registers patients and verifies insurance eligibility.

• Informs patient of financial responsibility and collects pre-service.

• Maintain a strong customer focus while working collaboratively within POD/Team to meet multiple demands and high-volume patient scheduling needs

• Meets Patient Engagement Center service standards and Saratoga Hospital FAMILY Caring Standards.

• Meets established job performance standards for position.

• Cross-trained in Operator Responsibilities, provides support as needed

• Answers phone calls for multiple phone lines. Responsible for utilizing protocols to assess needs of the caller, answer questions of the caller, transferring the caller to the appropriate destination, and transcribing messages.

• Assists with clerical tasks including receiving and routing of incoming faxes and documents, entering referrals into the EMR system, running reports and auditing charts to ensure closed loop referrals, and other tasks.

• Performs other duties according to department needs

Supervisory Responsibilities:

• Provides Direct Supervision to assigned Pre-Service Specialist team members within the Patient Engagement Center.

Minimum Qualifications:

Education, Training & Experience

• Associates degree preferred, or comparable experience

• Experience working in a medical office or hospital patient access or customer service setting

• Medical terminology understanding

• Experience using a 'windows based personal computer' with proficient keyboard entry using a mouse as well as multiple computer programs

Certifications / Licensure

• CHAA (Certified Healthcare Access Associate) Certification Preferred

Salary Range: $19.96-$32.77

Pay Grade: 23

Compensation may vary based upon, but not limited to: overall experience and qualifications, shift, and location.