Under general supervision from the Team Coordinator and Operations Manager, the Patient Care Coordinator will support the Chief of Hand and Plastic Surgery, attendings, physician extenders, as well as the practice's daily needs.
The primary purpose of the job is to serve as a liaison for patients in all communications regarding care rendered in the department.
Serves as a liaison with patients facilitating access to care, gathering information for pre-admission, registration, or admission of inpatients and ambulatory that require surgical or interventional studies. Schedules appointments, verifies demographics and financial information. Obtains pre-authorization from insurance carriers for all cases. Receives faxes and phone calls from insurers and collects flat fee payment directly from patients. Assists the Department to meet targets established by Ambulatory Leadership Group.
Facilitates communication as follows:
Between patient and physician or physician extenders (nurse practitioner and physician's assistant)
Between physician extenders and operating room surgery scheduling personnel
Between patient's referring physician and physician extenders, including assuring that correspondence is disseminated properly among academic office support personnel.
Greets and provides assistance to visitors, patients and employees in a professional and courteous manner.
Answers and directs telephone calls and other inquiries to the appropriate person.
Gathers patient registration data to enter into appropriate systems as required for reimbursement of services rendered.
Communicates with insurance carriers or other health facilities to ensure that all patients awaiting services have a current referral from their primary care physician.
Prepares charge and billing information and reports on issues as needed. Tracks and deposits payments received.
Composes correspondence, memoranda and spreadsheets, proofreads documents for typographical errors and makes revisions. Submits documents to supervisor or other designated department personnel for approval.
Assigns a new medical record to new patients and maintains existing records up-to-date.
Maintains a computerized records management system to ensure an accurate and current data base of records is available.
Provides research and administrative support for special projects. Prepares data on projects, as requested and/or needed.
Maintains calendars for assigned personnel. Makes travel arrangements for out of town conferences, air, hotel, car and process all travel receipts for reimbursement of travel related expenditures.
Schedules meetings: verifies availability of attendees; confirms meeting location, sends Outlook invitations and reminder correspondence; makes reminder phone calls. Distributes materials and arranges food orders as necessary.
Collates and assembles documents and distributes upon request. This includes specialized information packets, newsletters, and other mass mailings.
Acts as a liaison with other departments to ensure efficient inter-department communication.
Schedules procedures based on type, allocation of operative team, time availability and specialty instruments. Schedules surgeries and maintains the operating schedule for surgeons.
Prior to scheduling verifies that procedure meets medical necessity screening using appropriate soft ware.
Schedules follow-up appointments; reschedules patients from cancelled or bumped surgical procedures.
Maintains an adequate inventory of office and medical supplies and places orders as needed.
Performs all general office duties such as photocopying, filing, and sorting mail. Opens, reviews and distributes interoffice mail. Brings priority items to supervisor's attention. Prepares outgoing mail for pick-up.
Operates standard office equipment i.e. fax, telephone, copier. Assists in the care and maintenance of department equipment and supplies. Reports any malfunctioning equipment to IT Help Desk or appropriate department.
Maintains work area and equipment in a neat and orderly manner; organizes work area for efficiency and safety.
Attends and participates in meeting and/or committees, as required.
May assist in the preparation and submittal of payroll report as necessary.
Routinely handles large amounts of sensitive, confidential information and maintains confidentiality.
Meets hospital-wide standards in the following areas: a. Conforms to hospital standards of performance and conduct, including those pertaining to patient rights, so that the best possible customer service and patient care can be provided. b. Utilizes hospital's Values as the basis for decision-making and to facilitate the division's hospital mission. c. Follows established hospital infection control and safety procedures
Analyses problems in order to determine appropriate course of action and offers constructive suggestions to improve efficiency in office operations.
Discusses fees and financial policies with patients after their consultation.
Gathers and tracks various patient and non-patient related information, and generates daily and monthly reports as needed for meaningful review.
Works with marketing consultant as pertains to practice needs
Develops competencies as related to position.
Performs other administrative tasks as needed.
Complies with all requirements of RESPECT
EDUCATION: High School diploma required. Associates degree or Bachelor's preferred.
All incumbents must have medical office experience and/or referral authorization experience as follows:
HS/GED plus 5 + years or
Associates plus 2 - 3 years or
Bachelors plus 1- 2 years medical office experience and/or referral authorization experience. Service industry experience a plus
Bilingual in Portuguese is a strongly preferred
KNOWLEDGE AND SKILLS:
Extensive knowledge of a word processing and spreadsheet software applications. MS Office preferred.
Working knowledge of managed careoverall understanding of HMO, PPO, and capitation; obtaining insurance approvals, billing, and co-payments, and handling patient flow
Proven experience handling perturbed patients/customers and dealing with sensitive issues
Familiarity with scheduling and rearranging appointments
Pleasant speaking voice and demeanor
Neat, professional appearance
Strong written and verbal communication skills
Stellar organizational skills.
Ability to manage multiple tasks and work independently;
Attention to detail and to work under pressure are also important.
Boston Medical Center