Description
A Patient Relations Coordinator performs in an environment that demands extreme flexibility in dealing with physicians, patient families, and members of the general public with many different cultural backgrounds and needs. The job demands that the PR be able to perform all of the routine duties of a PR working in a standard medical office. Satisfactory performance at this level requires the full knowledge, ability, and willingness to perform duties at the highest professional levels at all times. The PR must continuously exercise a strong commitment to the organizational goals of CBCC, while simultaneously exhibiting intelligence and sensitivity to extreme human needs.
RESPONSIBILITIES:
- Welcome and greet clients/patients/visitors to CBCC in a helpful and friendly manner, with a cheerful and warm attitude. Determine purpose of visit and directs the clients/patients/visitors appropriately
- Greet patients upon arrival, verify appointment, keep informed of appointments status
- Assist new patients with appropriate paperwork
- Interpret CBCC’s philosophy, policies and procedures for patients, families and visitors.
- Answer basic appointment questions so patients and their families can understand the procedure
- Acquaint patients, families and visitors with CBCC support services to include, but not limited to, patient relations, lounge area, nursing stations, parking lots, transportation and various auxiliary and volunteer services.
- Provide requested information, transfers calls as needed, and works with other employees to ensure adequate coverage at all times
- Respond to patients' needs, requests and concerns as appropriate; investigate and/or channel complaints or problems to appropriate CBCC staff; assist in resolving conflicts and act as an intermediary between patients, families and staff.
- Promote establishment and maintenance of meaningful communications between patients, families and staff; facilitate dialogue between patients, physicians, nurses, administrative managers and ancillary personnel to resolve patient complaints and problems.
- Prepare new patient reports as needed.
- Demonstrate courtesy and helpfulness towards patients and families
- Document work processes as required
- Escort all new patients on tour of the office/facility
- Perform frequent lobby check to keep patient informed of appointments status
- Interaction with outside vendors including scheduling daily pharmaceutical lunches
- Balance collection ledger on daily basis
- Process required paper work accurately and on time
- When checking-in patients, carefully screens for any updated patient information, existing balances noted in computer, and provides all necessary information to assist patient to be prepared at the time of visit. Whenever applicable, collect insurance co-pay and copy insurance RX cards, collect money and issue receipts
- Perform general offices duties and day to day administrative functions, including but not limited to word processing, copying, filing, faxing, answering phones, and data entry in an organized and neat manner
- Routinely retrieve and place files in the filing system
- Attend scheduled department and staff clinical meetings
- Meet deadlines and remain on timelines
- Perform other related duties as required.
QUALIFICATIONS:
Knowledge base:
- HIPAA standards – able to maintain confidentiality and understand laws mandating patient information.
- Principles, practices and procedures of medical reception
- Directing patients and visitors to the appropriate clinic areas
- Laws mandating patient information confidentiality
Skills in:
- Must be able to act calmly and effectively in a busy or stressful situation
- Operation of personal computers using a Windows operating system and other office equipments
- Routine medical reception tasks and excellent telephone skills
- Exhibiting excellent customer service and strong communicative and interpersonal skills
- Information gathering and data input
- Providing accurate and timely records of critical front office events
- Soliciting sensitive information from patients and other responsible parties
- Cooperating with the FOM, physicians, and other coworkers
- Remaining calm with patients and other parties under stressful conditions
- Analytical skills
- Communicate on a professional level in both written and verbal formats
- Basic computers knowledge
- Perform multiple tasks in a timely manner
- Excellent Customer Service
- Remaining calm with patients and other parties under stressful conditions
- Work Independently
- Ability to work well under stressful conditions, with minimal supervision, while remaining calm with patients and other parties involved.
Abilities:
- Cultural sensitivity and ability to work with diverse group of people.
- Exercise problem-solving and conflict resolution skills when handling patient complaints; refers patient complaints to appropriate designated personnel as needed.
- Maintain personal composure and integrity under stressful conditions
- Communicate on a professional level in both written and verbal formats
- Perform efficiently in a high pressure setting
- Ability to multi-task efficiently and effectively.
- Performs multiple tasks in a timely manner
- Deal effectively and professionally with various personalities on a routine basis
- Develop and maintain professional relationships with coworkers
- Follow written and verbal directions while retaining the ability to tactfully question directions that seem unclear, unsafe, or illegal
- Identify and solve routine problems encountered in the medical reception area
- Collect data at a level sufficient to clinic and physician needs
- Work independently and as a team member
- Explain basic clinical activities so patients and their families can understand the issues related to their appointments and other routine clinical procedure
Requirements
EDUCATION & EXPERIENCE: Combination of any education or work experience that are required by federal, State, and local guidelines. The minimum requirements for experience and education are:
- High School Diploma or equivalent
- One year experience in patient/health care related field
- One year customer service experience
- Ability to provide two current acceptable and verifiable professional references
REQUIREMENTS:
- Must be able to work a full-time flexible schedule
- Must be able to pass all pre-employment screening (background check, drug tests, and references)
- To comply with organizational behavioral standards
- Must be able to pass all program mandated health screenings
- Must attend basic, intermediate, and advanced orientations prior to independently working in medical reception
PHYSICAL STANDARDS: Positions in this class are situated in a standard office environment where there is little or no exposure to variations in the weather or other similar elements. Physical agility must be such that the PR is able to sit, walk, crouch, lift, and utilize phones for extended periods of time while utilizing their hands, wrists, legs, and arms. This position utilizes office machines (e.g., computers, adding machines, printers, copiers, scanners, etc.) and requires sufficient manual dexterity to operate them all. Positions in this class should be able to lift up to 20 pounds repeatedly and 45 pounds intermittently.
