Patient Access Coordinator
Position Summary
Under direction, the Patient Access Coordinator is responsible for the intake and triage of calls with the goal of facilitating timely scheduling of patient visits and procedures.
Job Responsibilities
- Fields telephone inquiries from patients and referring physician offices, helps patients to select the right physician to meet their needs, advises on insurance, payment and visit concerns.
- Responsible for making, confirming, and cancelling appointments for both new and existing patients.
- Manages patient expectations for all scheduled appointments and provides information to patients regarding their visit.
- If applicable, ensures that patients provide any pre-visit documentation, pre-certifications, or authorizations for medical services as needed, and/or a referral, if required.
- Develops relationships with referring physicians and prioritizes queues/lists for requests for appointments.
- If applicable, process referral requests within the practice management system and contacts appropriate parties to schedule requested appointments.
- Adheres to scripts and protocols for handling various types of appointment requests. Exercises some independent judgment when dealing with patients and special requests.
- Verifies insurance coverage prior to the patient’s appointment.
- Scans all related documentation into patient electronic medical records.
- Documents patient interactions and notes within the practice management system.
- If applicable, keeps abreast of new faculty members scheduling within scheduling system profiles.
- Provides suggestions and recommendations to improve workflows, communication, and overall protocols.
- Participates in pilot programs.
- Under direction, may distribute work assignments staff.
- Obtains, reviews and updates patient demographic and insurance information within the practice management billing system.
Education
- High School Diploma
- College degree strongly preferred
Experience
- Approximately 2 years or more years of work experience in a healthcare setting, preferably with a strong customer service background.
Knowledge, Skills and Abilities
Working Conditions/Physical Demands
Standard office work; Requires long periods of time on the phone in a sitting position.
Competencies
- Maintains a team-oriented approach, and possesses the ability to cultivate positive and collegial workplace relationships.
- Understands the need to be responsible for our own outcomes and takes pride in delivering the best possible work product.
- Appreciates and understands the connection between individual goals, departmental goals and the organizational mission.
- Maintains a flexible and forward-thinking approach to the way work is done.
- Possesses the ability to facilitate the flow of information through effective written and oral communication.
- Demonstrates integrity and ethics at all times.
- Approaches our job knowing that there are internal and external customers whose expectations we strive to exceed.
- Possesses excellent work-related skills and the ability to apply them, while continually seeking ways to improve.