Ambulatory Practice Coordinator I

South Shore Health•Kingston, MA

1d•$19 - $26

About The Position

Performs a variety of functions related to the accurate and timely processing of patient appointments, including but not limited to scheduling follow-up appointments, following established workflows, ensuring referrals are placed for outside tests and consultations; serves as the liaison between department physicians and scheduling staff and coordinates physician schedules communicating requests for schedule changes to Provider Scheduling. Performs other functions, including answering the phones, faxing, calling for outside records, processing forms, and additional tasks as directed.

Requirements

Minimum Education - Preferred High School Diploma
Minimum Work Experience One to three (1–3) years of healthcare office experience is required/preferred.
Required additional Knowledge and Abilities Strong customer service skills are required in person and by telephone.

Nice To Haves

Prior EMR experience (Epic) for scheduling and registration functions is strongly preferred.

Responsibilities

CUSTOMER SERVICE/CHECK –IN Greets and acknowledges all patients and visitors, both in the office and on the telephone, with professionalism and directs to appropriate services.
Acts as a positive role model to other staff, encouraging others to interact with customers, engage in conversation, and express interest
Proactively greets customers by name and with individualized interest
Follows through on messages to inform the entire team of issues as needed
Monitors patient flow and attendance throughout the day, frequently checking the waiting area and keeping patients informed of delays as needed
Acknowledges customer arrival at the desk promptly and courteously
Fosters a pleasant and professional office environment in keeping with Culture of Service Excellence standards
Answers telephones by the third ring, using an accepted greeting and in a professional tone per the telephone etiquette standards
Checks phone messages each hour and responds to calls within the same business day
Checks Epic In basket for actionable items, prioritizing high-priority items first within the same business day
Demonstrates ability to quickly and accurately act on requests with professionalism and excellent service
Demonstrates independence, proficiency, and accuracy with processes, ensuring regulation compliance
Orients new patients to essential guidelines and expectations (Cancellation and no-show policy, MMR policy, DOT payment, waitlist expectations, etc.)
Consistently and independently detects and corrects errors in patient charts according to department standards
Actively seeks out opportunities to act as a mentor to other staff
SCHEDULING APPOINTMENTS Schedules primary care appointments efficiently, accurately, coordinated and integrated to maximize optimal utilization of resources and patient access to services. Respect patient privacy and understand the impact of data accuracy on the Medical Center operations.
Accurately and efficiently linking to other locations on our Epic EMR
Able to accurately and independently complete a full set of appointments, including single discipline and multiple disciplines, according to scheduling standards
Accurately cancel and reschedule all canceled appointments at the time the message was received.
Communicate with all appropriate staff promptly regarding any conflicts or difficulty scheduling visits.
Consistently cooperates team-wide to meet any scheduling needs
Uses creative approaches to solve scheduling difficulties and maximize optimal utilization of resources and timely access to service.
Actively seeks out opportunities to act as a mentor to other staff about the scheduling process
DAILY ASSIGNMENTS AND LONG-TERM PROJECTS Works independently to complete daily assignments by the end of the shift and long-term assignments by the deadline established
Efficiently manages work schedule to accomplish tasks and activities before deadline
Works independently with infrequent need for supervision
Informs supervisor when not able to meet deadline
TECHNOLOGY Embraces technological solutions to work processes and practices
Accountable to respond to Tiger messages, email, and Epic messages according to department standards
Accepts the changing environment as technology advances and is willing to learn new techniques and equipment.
Receptive to changes in department work processes and practices
Seeks appropriate guidance for new techniques
Offers suggestions for change to improve department
Participates in continued learning and is willing and able to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.
Embraces technological advances that allow us to communicate information effectively and efficiently based on role - for example, Outlook, Epic, and Tiger.
PATIENT INTERACTIONS: Staff will work to enhance the patient experience in every interaction.
Demonstrates professional courtesy in all interactions with patients, family, and coworkers.
Answers all questions politely and professionally or find someone who can answer the question.
Able to handle complex or challenging patients or situations calmly and professionally.
Able to report issues/concerns using the chain of command.
Acknowledges patients when you cannot assist immediately, making eye contact.
DEPARTMENT WORKFLOW AND OPERATIONS: Staff will work together to facilitate a smooth department workflow:
Prints, reviews, and inquires about all department-specific reports as needed
Completes hand-off communication with each shift change or time away from the front office
Able to complete weekly/monthly assignments according to rotating schedule
Assists with ordering of supplies
Works collaboratively as a team, helping each other out and knowing when you need to interject and help
Obtain records from outside facilities when requested
Anticipate issues ahead of time, which includes reviewing schedules and looking for any issues before the patient comes in for their appointment
Responding to messages promptly
Having a positive attitude
DAILY OFFICE FUNCTIONS: Staff can independently manage daily office functions:
Able to perform multiple work tasks efficiently and effectively
Able to maintain a high level of concentration at all times
Able to identify within themselves when they need time away from the front desk and find the appropriate coverage.
Participate in professional and appropriate conversations at the front desk or in the area of patients and their family members
Able to work under pressure and to maintain composure during stressful situations
Able to provide a high level of service for all interactions at the front desk
Able to complete tasks according to assigned deadlines
Utilizes critical thinking and problem-solving in day-to-day operations as well as in emergent situations.
Communicates appropriately and effectively following the chain of command.
Demonstrates dependability and flexibility in meeting the scheduling needs of the department.
Various provider support tasks
Other tasks and functions as needed