Patient Care Coordinator

Synergy ENT Specialists - St. Louis, MO (30+ days ago)


Role:

The Patient Care Coordinator will manage the Patient Coordination Center, under the direct supervision of the COO.

The Patient Care Coordinator is the first contact for patients at our practice from answering the phones to greeting them at the front desk when they arrive for their appointment. The Patient Care Coordinator will provide the highest level of customer service with a friendly, positive attitude to ensure an excellent patient experience within our practice.

The Patient Coordinator will work closely with other departments to ensure the patient journey from one department to the next is smooth and seamless.

Responsibilities:

Manage incoming communication:

  • Answer multi-phone line system and triage calls appropriately
  • Monitor incoming faxes and assign paperwork accordingly
  • Monitor electronic fax communication of patient files and assign accordingly
  • Accept and schedule referrals from multi-disciplinary sources
  • Answer inquiries regarding services, credentialing, hours of operation, directions, etc.

Scheduling Appointment:

  • Schedule/reschedule initial patient appointments
  • Basic demographics are necessary for appointments, which include:
  • Name/Address/Phone Number(s)/Referring Provider/How They Heard About Us/Reason For Being Seen/New or Established appointment
  • If the patient has had recent laboratory, imaging and/or testing performed prior to being seen that is relevant to their appointment, instruct patient on obtaining the information prior to the appointment
  • This may require staff to contact PCPs/Specialists/Lab/Image Center to obtain necessary reports
  • This may be done in the form of phone call and/or fax request
  • Schedule/reschedule follow-up patient appointments
  • Call patients 3 days before their appointment to remind them of their upcoming appointment

Welcome Patients At Appointment Time:

  • Welcome patients as soon as they enter the office
  • Give patient a welcome packet (if they haven’t received one via e-mail/mail)
  • Supply the patient will any needed paperwork to be completed along with specific instructions to complete the information

Identification Verification:

  • Verify patient identity – driver’s license/state identity
  • Scan copy of the driver’s license/state identity into the patient chart

Insurance Verification:

  • Verify patients insurance and input correct, up-to-date information into the system
  • Scan copy of the front and back of the insurance card into the patient chart

Collect payment at point of service:

  • Collect co-payments, co-insurances and/or deductibles
  • Track collectibles through protocols outlined by Practice Manager

Demographic Verification:

  • Obtain patient demographics and ensure the information is accurately updated the patient chart
  • Initial demographics will be obtained upon scheduling with the remaining information collected on the patient intake form

Provider Referral Verification:

  • If a provider refers a patient to us, obtain his/her referral information and link it into the patient’s chart
  • Accurate Name/Address/Telephone/Fax/NPI number is included for the referring provider
  • If a referral is needed for appointment, per insurance, obtain and document in the patient’s chart

Laboratory and/or Imaging Reports:

  • If a patient had recent laboratory, imaging and/or testing prior to the visit and is pertinent to their visit, insure records are included in the patient chart
  • Under the direction of the Medical Director(s) and/or Physician Assistant, coordinate the laboratory, imaging and/or testing for the patient

The Patient Care Coordinator will also work with other Patient Coordinator(s) to identify new/better policies/procedures for the Patient Coordination Center, present a plan-of-action to the Practice Administrator and implement approved changes. In addition, any changes will be communicated to the entire organization, where applicable, through:

  • E-mail communication
  • Staff meetings

Qualifications and Education Requirements:

Experience in the medical field in a similar role is required.

Preferred Skills:

  • Patient empathy
  • Strong customer service/intra-personal skills
  • Ability to multi-task
  • Strong organizational skills
  • A team player
  • Willingness to go over and beyond
  • Dedication
  • Ability to work in a fast paced environment
  • Strong attention to detail
  • Goal driven

Additional Notes:

Full-time position with main responsibilities conducted at our Ladue location but will also be needed at our Festus location for periods of time for training and coverage.

Job Type: Full-time

Salary: $19.00 to $22.00 /hour

Experience:

  • front desk in a medical practice: 1 year (Preferred)