Specialty Services Coordinator/Main-SPCU 8:30-5p

JOB DESCRIPTION

The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands, and work environment conditions. Position descriptions are reviewed and revised to meet the changing needs of the organization.

TITLE: Specialty Services Coordinator

JOB OVERVIEW: The Specialty Services Coordinator position is responsible for scheduling and coordinating services for patients in multiple hospital-based specialty services and providers, as well as, clinic services, pre-registration, insurance verification, estimate creation, collection of payments over the phone, using inbound and outbound call handling, as well as a backup for in-person check in and MyChart requests.

DEPARTMENT: Patient Access, Clinic Network

WORK HOURS: As assigned

REPORTS TO: Manager, Patient Access or Clinic Network

PREREQUISITES:

High School Graduate or equivalent (G.E.D.) required.

Minimum 1-year front office experience in a physician office or hospital access department; scheduling, registering, using multi-line phone systems, Electronic Medical Record systems, and working with several software programs at the same time.

Computer experience in a windows-based environment.

Excellent communication skills including verbal, written, and listening.

Excellent customer service skills.

Knowledge of medical terminology and abbreviations. Ability to spell and understand commonly used terms, preferred.

QUALIFICATIONS:

Ability to function effectively and interact positively with patients, peers and providers always.

Ability to access, analyze, apply and adhere to departmental protocols, policies and guidelines.

Ability to provide verbal and written instructions.

Demonstrates understanding and adherence to compliance standards.

Demonstrates excellent customer service skills throughout every interaction with patients, customers, and staff:

Ability to communicate effectively in verbal and written form.

Ability to actively listen to callers, analyze their needs and determine the appropriate action based on the customer''s needs.

Ability to maintain a calm and professional demeanor during every interaction.

Ability to interact tactfully and show empathy.

Ability to communicate and work effectively with the physical and emotional development of all age groups.

Ability to analyze and solve complex problems that may require research and creative solutions with patient on the telephone line.

Ability to document per procedural template requirements, gather pertinent information and enter data into computer while talking with callers.

Ability to utilize third party payer/insurance portals to identify insurance coverage and eligibility; detailed knowledge of insurance providers, their portals and their expectations for authorization approval for referral services/appointments.

Ability to function effectively in an environment where it is necessary to perform several tasks simultaneously, and where interruptions are frequent

Ability to organize and prioritize work.

Ability to multitask while successfully utilizing varying computer tools and software packages, including:

Utilize multiple monitors in facilitation of workflow management.

Scanning and electronic faxing capabilities

Electronic Medical Records

Telephone software systems

Microsoft Office Programs

Ability to successfully navigate and utilize the Microsoft office suite programs.

Ability to work in a fast-paced environment while handling a high volume of inbound calls.

Ability to meet or exceed department performance standards for Registration Quality, Productivity and Collections.

Ability to speak, spell and utilize appropriate grammar and sentence structure.

UNIQUE PHYSICAL/MENTAL DEMANDS, ENVIRONMENT AND WORKING CONDITIONS: Must be able to stand or sit for extended periods. Must be able to withstand the repetitive motion of