Patient Service Team Coordinator

About this Job: General Summary of Position
Oversees and coordinates all administrative matters relating to financial and personnel operations for a designated ambulatory practice or department. Coordinates patient scheduling registration and managing patient overflow. Oversees daily functions of assigned administrative staff management of office supplies customer service and service recovery and daily operations workflow. Where applicable may be responsible for assisting in supervising call center staff.

Primary Duties and Responsibilities

• Contributes to the achievement of established department goals and objectives and adheres to department policies procedures quality standards and safety standards. Complies with governmental and accreditation regulations.
• Acts as a backup resource for administrative positions in the practice including but not limited to assisting with assigned staff where applicable. Offers assistance as needed to ensure medical practice operations run smoothly. Serves as liaison for leadership when dealing with PSC workflow issues
• Recommends new or modified policies and procedures to reduce cost and/or improve staff performance. Works with practice leadership to modify and streamline workflows and improve other processes to create an efficient office.
• Prepares associate work schedules and arranges for adequate coverage to maintain optimum patient service.
• Assists in the development of department goals and objectives and ensures adherence to department policies procedures quality standards and safety standards.
• Serves as proficient superuser of IDX including obtaining referrals scanning financial documents into the patient's account collecting co-pays as well as collecting for self-pay services. Ensures patient registration and appointment processes run smoothly and efficiently. Responsible for daily scheduling edits and for master scheduling. Responsible for oversight and coordination to ensure provider schedules are filled correcting double booking and identifying patients who are scheduled incorrectly.
• Responsible for the training education and mentoring of PSC staff on medical office procedures including the use of IDX and Med Connect. Identifies opportunities for staff to develop customer service skills and delivers appropriate mentoring and training. Initiates service recovery as needed.
• Manages the intake of patients into the practice screens for emergent conditions registers verifies insurance and explains patient responsibility regarding payment for services and co-pays. Collects copayment prior to care posts time of service (TOS) payments collects and reviews of all encounter forms and prepares charge batches as assigned. Ensures appropriate and timely status assignment of all appointments
• Ensures a superior patient experience. Serves as a liaison between patients and staff. Resolves problems conflicts concerns and complaints to attain maximum patient satisfaction. Answers the telephone in accordance with the policy and service expectations provides telephone triage; disseminates messages appropriately utilizing available technology and prioritizes calls appropriately and timely escalating priority message as necessary
• Prepares updates and copies forms reports and records on a routine basis; scans imports and indexes regularly to keep information flowing into patients' medical record. Thoroughly prepares patient charts in advance of appointments; ensures completeness of patient records. Reviews encounter forms daily for completeness and correctness. Addresses coding problems with providers. Alerts leadership if additional coding training is needed. Reviews mail daily. Ensures patient-related documentation to be indexed/scanned/imported to the EMR is completed expeditiously.
• Resolves fee ticket discrepancies by compiling and verifying all fee tickets against the Daily Charge Report and reviews the Kept Appointments with No Charges report daily by rerunning fee tickets and returning them to physicians when necessary to ensure all charges are entered into the Practice Management System.
• Ensures patients are contacted regarding missed appointments; monitors and tracks no shows and enters data into system.
• Performs check-out procedures by inputting patient charges and verifying patient demographic and insurance information ensuring charges are entered in a timely manner in accordance with departmental procedures. Schedules appointments including follow up and referral appointments prior to patient leaving as appropriate. Completes requisitions for tests as applicable
• Ensures office equipment is operational and reports any service needs to practice leadership and IS Help Desk as needed. Proactively communicates equipment or system issues with providers and practice leadership.
• Ensures optimal patient flow by managing variable and sometimes unpredictable patient volume throughout the day and by providing backup to other members of the team. Interacts effectively with colleagues medical providers and others to communicate essential/timely information and to ensure a high level of patient experience.
• Takes personal responsibility for the neat appearance of the work location to include front office reception area break room and other assigned areas assuring each area represents MedStar Health in a positive manner. Monitors office supplies and usage. Orders office supplies to maintain proper inventory levels while remaining within budget handles mail and package receipts as well as professional correspondence for providers in a timely manner.
• Performs all user audits and functions related to staff inputting data into the Practice Management System. Performs assigned audit functions to ensure data is properly communicated to the billing company. Reviews and verifies daily TOS receipts end of shift reconciliation conducts an audit of services rendered to balance co-pays and superbills. Ensures cash security and cash balancing are properly maintained and completed. Makes daily deposit or serves as point of contact for courier pickup of deposit as assigned.
• Maintains current knowledge of technical and business developments and communicates relevant information to the group. Supports organization initiatives related to new technology clinical programs and improving the patient experience. Seeks opportunities for improvement in all administrative processes and services.
• Participates in meetings and on committees as needed or assigned. Participates in multi-disciplinary quality and service improvement teams.
• Adheres to Medstar's high reliability organization (HRO) principles and embodies Just Culture standards.
• Minimal Qualifications
  Education
  • Bachelor's degree in health care admin or related field preferred
  • One year of relevant education may be substituted for one year of required work experience.
  Experience
  • 3-4 years in a health care setting including experience in an ambulatory care medical office environment with extensive use of computerized schedules and electronic records required and
  • . Working knowledge of IDX/GE centricity business systems preferred
  Licenses and Certifications
  • CPR - Cardiac Pulmonary Resuscitation for MedStar Ambulatory and Urgent Care locations within 90 Days required
  Knowledge Skills and Abilities
  • Excellent interpersonal communication customer service skills and good telephone etiquette. Requires effective oral and written communication skills. Must possess the ability to perform in a high-pressure environment to organize and prioritize work to deal effectively and professionally with a variety of different individuals and to support and monitor the needs of multiple medical providers.
  • Knowledge medical terminology ICD 9-CM and CPT coding; knowledge of policies procedures and rules/regulations of insurance companies; and a demonstrated ability to operate multi-line telephone system.
  • Demonstrated computer skills including the use of electronic medical records scheduling systems and standard health care systems.
  • Is well-versed in the insurances and has a strong understanding of Medical Assistance Managed Care and Medicare.
  • Must have demonstrated ability to organize and lead administrative office associates and processes effectively.
  This position has a hiring range of : USD $20.57 - USD $36.27 /Hr.