Appointment Coordinator- Lead (Neuroscience)

Rochester Regional Health

23h • Onsite

About The Position

The Lead Appointment Coordinator contributes to overall patient satisfaction by consistently delivering outstanding customer service to patients, providers, and payers throughout the patient’s healthcare experience. Under the direction of the Manager, this role provides day-to-day support for the appointment team, acting as a subject matter expert, Super User, primary escalation point, preceptor, and performance coach. As a working team leader, the individual performs a wide variety of patient care activities, including the prompt and accurate handling of scheduling/registration, addresses patient concerns, and communicates courteously throughout the delivery of care, aiming always for first call resolution. This role collaborates with physician offices and clinical departments to coordinate services, prepares patients for their visit, and maintains all of its support processes.

Requirements

• Two (2) years customer service experience, preferably in a health care setting.
• High School or GED
• Knowledge of medical terminology.
• Strong verbal and written communication skills including good voice quality, good diction, and articulation are required.
• Knowledge of terminology used by insurance/managed care health plans.
• Must be available to work a flexible schedule that may include evening, weekend and holiday shifts.
• Must be able to multitask, handling phone conversations with consumers while accurately entering data in the computer while continuing to focus on the customer.
• Ability to lead and manage teams and projects.
• Proficiency in use of computers.
• Must be able to type a minimum of 35 wpm.

Nice To Haves

• Associates Degree Preferred
• Knowledge of function and relationships within a hospital environment preferred.
• Certified Healthcare Access Associate (CHAA) or equivalent desired.
• Bilingual preferred; able to pass a language proficiency assessment within 30 days of hire

Responsibilities

• Collaborates and ensures team delivers a seamless, exceptional customer experience across a broad range of customer touch points, channels, processes, and applications.
• Works across multiple functions and with all levels of the organization.
• Responds to and supports team with inbound interactions utilizing EMR to schedule patient appointments, registrations and inquiries following established protocols to ensure patient safety and data integrity; primary point of escalation.
• Proactively contacts and supports team to contact patients, caregivers, physicians and the community to schedule patient appointments, complete registrations and respond to inquiries following established protocols to ensure patient safety and optimize the revenue cycle; primary point of escalation.
• Coordinates and processes effectively various EMR work queues by updating, deferring or editing information following established protocols and workflows.
• Communicates effectively using EMR messaging, utilizing appropriate smart phrases and workflows; point of escalation according to established process.
• Supports enrollment and activation of patient portal accounts, including answering questions and/or resolving any user issues; point of escalation according to established process.
• Partners with training and development to provide role support and learning experiences for new employees.
• As a role model, subject matter expert (SME), and Super User, facilitates training, knowledge transfer and at the elbow support skills.
• Ensures own compliance with all contact center policies and procedures.
• Is open to constructive criticism and willing to work on areas identified as needing improvement.
• Provides feedback and coaching real time to each team member in support of their adherence and productivity goals.
• Adheres to and ensures compliance with Health Insurance Portability and Accountability Act (HIPAA) at all times to safeguard protected health information.
• Perform other duties as directed.

Benefits

• Rochester Regional Health is an integrated health services organization serving the people of Western New York, the Finger Lakes, St. Lawrence County, and beyond. The system includes nine hospitals; primary and specialty practices, rehabilitation centers, ambulatory campuses and immediate care facilities; innovative senior services, facilities and independent housing; a wide range of behavioral health services; and Rochester Regional Health Laboratories and ACM Global Laboratories, a global leader in patient and clinical trials. It’s vision is to lead the evolution of healthcare to enable every member of the communities it serves to enjoy a better, healthier life.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED