Patient Access Coordinator II

SUMMARY OF DUTIES: The Patient Access Coordinator II is responsible for coordinating and facilitating the efficient and continuous flow of patients in the practice through the scheduling of patients for provider appointments, treatments, radiation, labs, and testing with other hospital departments. The Patient Access Coordinator II is responsible for implementing, analyzing, and managing the schedule of these appointments to optimize utilization of available human and material resources while accommodating the needs of patients, families, clinical teams, and providers.

The Patient Access Coordinator II is also responsible for collaborating with clinical care team members to improve patient access to care, reduce days to consult, and minimize delays during the patient encounter. In addition, the Patient Access Coordinator II works closely with leadership and the clinical team to improve processes and enhance the patient experience, and acts as he go-to person within the team for questions, training, and ongoing education.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Serves patients in person or over the phone, greeting them with a smile, making immediate eye contact when in person, and welcoming the patient to the clinic.
• Verifies and updates patient demographic and insurance information.
• Collects applicable co-pays and other non-covered service charges, accurately applying multiple forms of payments to patient accounts.
• Optimizes patient satisfaction, provider time, and treatment/exam room utilization through applying scheduling guidelines accurately to create an efficient clinic flow.
• Applies critical thinking skills in determining the best scheduling options to meet both the patient and practice needs.
• Anticipates bottlenecks in patient flow and proactively adjusts as necessary.
• Collaborates with clinical team to continually improve patient access to care and reduce patient wait times and delays to treatment.
• Assists patients with scheduling and coordinating referrals for other testing and/or services.
• Screens calls for emergencies, appropriately identifying life threatening symptoms and directs calls utilizing standardized protocols.
• Demonstrates a commitment to service, organizational values and professionalism through appropriate conduct and demeanor.
• Acts as a liaison between the patient and the clinical team by promoting and utilizing open lines of communication.
• Protects patients' rights by maintaining confidentiality of medical, personal, and financial information.
• Promotes teamwork within all areas of the practice; acts as a positive role model for others.
• Acts as the first point of contact for team member questions, assisting with the orientation and training of new team members; assists with development and provision of ongoing training and education within the team and to other areas as necessary.
• Responsible for outreach and scheduling of new patients for all service lines.
• Collaborates with other Green Bay Oncology teams and hospital departments to improve patient access to care.
• Assists, supports, and implements process changes at the direction of leadership.
• Demonstrates Green Bay Oncology's values: Pursue Empathetic, Caring Relationships; Embrace the Difficult; Take Responsibility; Be Better.
• Ensures the Company's culture promotes ethical practices, integrity, and a positive work climate.
• Willingly accepts additional duties, as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Excellent customer service skills.
• Demonstrates initiative and problem-solving.
• Self-directed; ability to work independently with minimal supervision.
• Clear, concise verbal and written communication.
• Possess tact, concern for others, objectivity, and the willingness/ability to adapt to change.
• Excellent keyboard skills; able to manage multiple computer applications at one time.
• Ability to respond to stressful/emergency situations or frequent interruptions calmly and effectively; ability to multi-task.
• Maintains confidentiality and protects sensitive data at all times.
• Adheres to organizational and department specific safety standards and guidelines.
• Works collaboratively and supports team members.
• Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, team members and the broader health care community.
• Knowledge of oncology medical terminology.
• Ability to train other team members on all Green Bay Oncology service lines.

QUALIFICATIONS AND EXPERIENCE:

• High School Diploma, GED or equivalent work experience; Associate degree preferred.
• Minimum six (6) months of experience with Green Bay Oncology required; full-time employee status preferred (30 or more hours per week).
• Experience in a customer service setting, preferably in a medical office or health care setting.
• Experience using Microsoft Office Programs and Electronic Medical Record system(s) preferred.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

• This job operates in a health care setting where contact with patients who may have a contagious illness could occur.
• Occasionally, exposed to hazardous chemicals
• The noise level in the work environment is usually moderate.
• Regularly required to sit, stand, twist, bend and walk; use hands to finger, handle, and feel; reach with hands and arms.
• Requires close visual acuity to include distinguishing color and peripheral sight, and ability to speak, smell and hear are required.
• Occasionally climb, balance, stoop, kneel and/or crouch.
• Work is generally performed in an office setting; desk/cubicle with chair, computer and phone.
• Evening and/or weekend work and/or extended hours and irregular shifts at all locations may be required.
• Occasionally lift up 10 lbs. Rarely lift and/or move up to 25 pounds.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.