Patient Service Coordinator Ambulatory I - FOH, CSC Front Desk

JOB DETAILS
Department: CSC Front Desk
FTE: 0.70 (56 hours per pay period)
Workdays: Monday - Friday
Shift(s): Days
Shift Length: 8 hours
Location: In-Person

Purpose of this Position: The purpose of this position is to provide a welcoming experience for patients and their families. The main objectives of this position are to meet and exceed patient expectations as it relates to front desk procedures; to act and communicate in a professional and positive manner to patients, providers and care team staff; and to provide team-oriented support to staff to assist in meeting overall HHS registration quality goals. This is a high patient volume, multi-tasking position, with afternoon, evening and weekend hours.

RESPONSIBILITIES

• Welcomes patients and guests in a friendly manner, following the “I am Welcomed” standard workflow
• Provides navigation assistance to all patients and guests 
• Utilizes the electronic health record accurately and efficiently to perform the following functions:
  • Patient Check-in
  • Point of Service Collections (Co-payments, Self-pay, and outstanding balances)
  • Registration
  • Patient Check-out (Schedule following the standard processes)
  • Verify insurance accuracy through RTE (Real Time Eligibility) and Benefit Engine
• Ensures personal workspace and patient waiting areas are neat and sanitized.
• Responsible for handling patient financial transactions
  • Cash Box
  • Cash Collections 
  • Credit/Debit card transactions
  • Daily reconciliation
• Promotes the organization and assists in maintaining clinic efficiency
• Check-out patients 
• Provide scheduling support for contracted providers and specialty departments
• Provide support for providers with requests and urgent needs
• Manages special patient needs upon request   
• Maintains Clerical Pool In-basket messages; messages are completed appropriately based on the SLA (Service Line Agreement) and urgency of the message
• Receives and creates encounters for medical forms and delivers them to the clinical team
• Assist with processing of time sensitive patient’s needs, such as patient forms, etc.
• Perform other duties as assigned

QUALIFICATIONS
Minimum Qualifications:

• High School Diploma or equivalent
• At least one year of experience in related field and/or six months of Front of House experience
• One year of customer service experience

Preferred Qualifications:

• Ability to work cohesively, effectively, and respectively with individuals from a variety of economic, social, and culturally diverse backgrounds
• Ability to work in a fast-paced, continually changing environment 
• Ability to respond appropriately to shifting priorities
• Ability to prioritize work assignments
• Consistently exceeds quality and productivity standards, including accuracy in patient registrations and scheduling as well as customer service expectations
• Demonstrates knowledge and understanding of organizational policies and procedures
• Technical proficiency in basic computer skills and applications suca as Microsoft Office and Outlook
• Ability to work independently and in a team setting

Knowledge/ Skills/ Abilities:

• 6 months of previous HHS experience
• Associate Degree (Healthcare or Business concentration preferred) or 2 years of customer service experience in similar clinic/ambulatory healthcare environment
• Certification from 
  • HFMA OR
  • NAHAM OR
  • HBI Patient Access Certification
• Experience with Electronic Health Records (EHR) – Epic experience preferred
• Understanding of medical terminology 
• Experience with different payers/insurance requirements
• Bilingual fluency in English/Spanish or English/Somali or other languages including ASL (not required)