Position Summary
The Patient Services Coordinator is responsible for all administrative functions related to front desk coordination; insurance coordination; and medical records. By performing all required job functions with an emphasis on service excellence, the Patient Services Coordinator is responsible for ensuring that quality patient care is provided to meet the needs of the patients, providers, and organization as a whole.
Duties and Responsibilities
Front Desk Coordination
- Greets patients in waiting area and receives all requisite registration/visitation information and forms to ensure proper care.
- Performs patient check-in procedures, including but not limited to collecting demographic and insurance information for verification and updates; assuring proper completion of registration forms; and scanning of insurance card(s)/photo IDs.
- Assists in managing center patient flow, including communicating with patients regarding appointments and maintaining the cleanliness of the waiting area.
- Maintains the overall patient schedule; including follow-up scheduling, appointment confirmation, and appointment cancellation in accordance with established NSPC guidelines.
- Answers all telephone calls routed through the center; ensuring that all are returned, transferred, and/or closed properly.
- Checks all administrative messages (voicemails, emails, etc.) in a timely manner and completes system tasks as assigned; including replying to email inquiries, distributing electronic faxes, and sending information to referring providers.
- Serves as back-up for the clinical team by assisting with the expediting of patient visits, as required.
- Performs patient check-out procedures, including but not limited to scheduling provider noted follow-up/procedural appointments; issuing appointment reminder cards; collecting co-pays and/or deductibles; and recording payment notes.
Insurance Coordination
- Obtains and verifies patient demographics, insurance information, and other pertinent details in new and current patient charts to guarantee accurate claim payments; correctly updating the system with any account changes.
- Contacts appropriate primary and secondary insurance carriers for patient eligibility and benefits details; documenting deductible amount, co-pay information, and referral/preauthorization requirements in accordance with NSPC policy.
- Obtains insurance carrier authorizations and provider referrals as required, ensuring the existence of proper system documentation three days prior to each patient appointment (with the exception of add-ons).
- Obtains Workers Compensation authorizations and approvals from applicable case managers/adjusters.
- Completes electronic insurance verifications and appropriately notifies each patient of eligibility status.
- Monitors appointment add-ons to complete insurance verifications by updating and reviewing assigned schedules/physicians/offices.
- Completes duties related to prescription requests, including obtaining pharmacy refill information from prescription line; preparing request forms accordingly; delivering request forms to the appropriate provider; calling in permitted prescriptions to noted pharmacies, when approved by the physician; and contacting patients when medications are available for pick up.
Medical Records Coordination
- Properly prepares charts in advance of scheduled appointments; tracking referrals and authorizations as required under insurance policy.
- Prints any necessary patient forms and schedules for the next day's appointments.
- Coordinates and transmits all report/record requests to referring physician offices and/or other parties (attorney, insurance company, disability, etc.), as requested by each provider.
- Prints and copies necessary paperwork from patient charts in accordance with medical record requests; adhering to all HIPAA and NSPC compliance procedures.
- Retrieves, files, and maintains all patient charts in accordance with all HIPAA and NSPC compliance procedures.
- Maintains the cleanliness and organization of all filing and patient chart storage areas.
Additional Functions
- Assists with training and monitoring administrative staff on appropriate customer service to ensure that all contact with patients, providers and staff is of the highest quality.
- Assists with creating and managing employee task assignments, while ensuring accuracy and timely completion.
- Assists with assessing, communicating, and continuously improving administrative workflows, processes, and policies.
- Assists in ensuring that all work spaces are organized, clean and professional.
o Understands, complies with, and enforces all NSPC policies, procedures, codes of conduct, and OSHA and HIPAA privacy rules.
- Adhere to and uphold all applicable federal and state compliance regulations as well as NSPC's Code of Conduct and Employee Handbook, compliance policies and procedures, and applicable healthcare fraud, waste and abuse laws.
- All other duties as assigned.
Qualifications and Skills
- High school diploma or general education degree (GED) equivalent.
- At least one year of related administrative experience and/or training, preferably in a healthcare environment.
- Ability to maintain complete confidentiality of information at all times.
- Excellent verbal and written communication skills
- Ability to understand and demonstrate outstanding customer service skills while maintaining the highest level of patient care at all times
- Excellent organizational/multi-tasking skills with acute attention to details
- Aptitude to apply common sense understanding to carry out instructions furnished in written, oral or diagram form
- Proficient with Microsoft Office Suite (Word, Excel, Power Point, Outlook)
- Ability to learn and use new software technologies for electronic patient medical records and practice management scheduling systems
Working Conditions
- Located in an ethical, fast-paced, clinical office environment with a noise level that is generally moderate.
- Regular use of standard office equipment (including computers, phones, photocopiers, filing cabinets, fax machines, etc.).
- Close and regular interactions with patients occur, which may result in exposure to blood borne pathogens and/or other diseases/infections. Appropriate infection control policies and procedures are practiced and enforced at all times to minimize any risks.
Physical Requirements
- Extensive and regular periods of sitting, standing, bending, walking, seeing, talking, and listening.
- A full range of body motion including complete manual and finger dexterity, as well as effective hand-eye coordination.
- Adequate visual acuity including ability to read information.
- An occasional requirement to reach with hands/arms, stoop, kneel, or crouch.
- An occasional requirement to push, pull, lift and/or move up to 10 pounds.
- The ability to operate a motor vehicle with a valid driver's license, as needed.
