JOB SUMMARY:
Serves as the dedicated liaison for patient access improvements. Responsible for monitoring and backfilling providers schedules in a multi-disciplinary, high-volume medical practice to ensure smooth-functioning office and excellent patient relations. The Medical Office/Access Coordinator interacts with patients, insurance companies, providers, and other health care professionals in preparation for the patient's clinic visit.
Assists with patient follow up and coordination of care that does not require intervention from a clinician (removing unconfirmed appointments, confirming appointments, verifying insurance, finding appointments, etc.), enabling clinics to operate at maximum capacity.
Provides general support services for the department including but not limited to answering telephone calls, taking messages, sending appointment reminders, letters, and correspondence, researching information, and assisting in solving problems.
Provides other related administrative support which may include benefits verification, authorization management and case documentation.
Assists with reporting, data tracking, gathering, organization and dissemination of information.
MAJOR DUTIES AND RESPONSIBILITIES:
Checking, Examining, and Recording
- Checks providers schedule daily to ensure all slots are filled appropriately
- Verifies that appointment reminders are sent out daily and accurately
- Verifies insurance prior to scheduling appointments
Analytical and Critical Thinking
- Obtains prior authorization when required by insurance carrier.
- Carry out various quality assurance activities such as any patient feedback regarding issues or problems with access or quality of services and communicating findings to relevant entity.
Communication
- Clearly and effectively interacts with members of the care team to communicate information
- Document in EMR steps taken to complete the appointment scheduling and ensure that prior authorizations have been completed timely and thoroughly
- Reads/responds to voicemail, EMR messages, and e-mail several times daily
- Assures timely follow up and communication
- Notifies patient of changes to their appointment when necessary
Patient Focus
- Promptly identifies patient needs and issues and works to resolve the problems while advocating for the patient
- Demonstrates a desire to understand patient's needs and how the organization can meet those needs by optimal scheduling
Workplace Computers and Equipment
- Handle telephone and written inquiries.
- Enter information into Patient Management System and EMR.
- Detects and corrects errors, completes forms, obtains needed information and records
Compliance, Policy, and Procedure
- Must maintain compliance with all mandated vaccination requirements
- Maintains patient confidentiality
- Complies with federal and local patient privacy laws
- Verifies patient and or/guardian identification.
- Document services by initiating appropriate forms, entering client data into the EMR and ensuring all documentation is appropriately signed and dated.
- Present ideas and suggestions when opportunities for improvement present of existing services based on interactions.
Teamwork
- Maintains open relationships and lines of communication with co-workers
- Work with a multidisciplinary team to establish rapport and improve patient outcomes.
- Travel to other clinic sites may be required
- Cross covering other department such as Behavioral Health and Dental
SKILLS AND ABILITIES
- Experienced with scheduling for a high-volume medical practice
- Basic navigational knowledge of electronic medical record applications such as Athena Practice Solutions
- Maintain a high level of productivity and efficiency while working semi-independently
- Ability to function in a high volume, multiple task environments, possibly in a closely shared workspace.
- Demonstrate self-motivation and the ability to work with a high degree of independence.
- Ability to solve problems effectively and efficiently as presented in real time.
- Strong organizational and task prioritization skills.
EDUCATION AND/OR EXPERIENCE:
Required: High school, G.E.D. or equivalent.
Required: Five (5) years of customer service experience.
Required: Three (3) years experience in medical office environment
Experience with Electronic Medical Records Systems