Front Operations Patient Coordinator

Caring Health Center•Springfield, MA

About The Position

The Front Operations Patient Coordinator supports front-office operations at the health center by managing patient intake, scheduling, reception, telephone operations, and related administrative tasks. The role requires accurate patient and insurance data entry, professional interaction with patients and visitors, discretion with confidential information, and coordination with clinical and administrative staff. The coordinator may rotate between facilities with little or no notice and must cover later clinic hours, including weekends, at Caring Health Center locations.

Requirements

High school diploma.
1–2 years of related experience.
Bilingual ability and articulateness in conversational interpretation.
Detail-oriented, with the ability to work accurately and efficiently in a fast-paced environment requiring multitasking.
Strong time-management and organizational skills, and self-discipline.
Ability to interact positively with patients, personnel, visitors, and the general public.
Discretion in handling confidential information.
Ability to work independently, solve problems, and make decisions when necessary.
Computer literacy in basic word-processing applications and data entry.
Friendly, reliable, and professional behavior and appearance.
Ability to establish and maintain effective working relationships with employees, individuals seeking assistance, and the general public.
Ability to use a computer and work at a computer workstation, view a CRT, and use a keyboard.
Availability to rotate with other front-office personnel, including between facilities, with little or no notice, and cover later clinic hours including weekends.

Nice To Haves

Previous medical-field experience, such as medical assistant, switchboard/call center/receptionist, medical records coordinator, or insurance professional.
Knowledge of medical terminology, including the Health Insurance Portability and Accountability Act (HIPAA).

Responsibilities

Enter patient and insurance information accurately and completely into computer systems.
Schedule appointments for new and returning patients, including appointments for deaf and hearing-impaired patients; assist with scheduling and patient checkout.
Maintain knowledge of appointment time requirements and physician preferences and work schedules.
Monitor patient and visitor activity and needs, and ensure needs are addressed in a timely manner.
Make patient reminder calls in a timely fashion.
Keep the waiting area, front entry, reception desk, and work area orderly; monitor safety and noise in the waiting area.
Handle inquiries about hours, location, programs, and patient eligibility professionally; refer acutely ill patients to nursing for triage in person or by phone.
Verify patient eligibility using Internet access Eligibility Data Service (EDS) and other systems.
Complete intake paperwork, prepare and provide forms, ask patients about changes to contact, financial, or insurance information, and photocopy identity and income documents.
Refer patients with incomplete information to the Front Office Operations Manager; help patients complete forms and review medical and intake forms for accuracy and completeness.
Assist with interpretation and recruit other language interpreters as needed; provide bilingual interpretation to patients or staff as time permits.
Provide information about entitlement policies and procedures under the Front Office Operations Manager’s supervision.
Maintain a daily log of patient encounters and provide reports on new patient visits as required.
Maintain adequate supplies of intake paperwork and order supplies as appropriate.
Maintain confidentiality of all Health Center information.
Create, implement, and manage standard operating procedures.
Receive and forward incoming calls to appropriate staff or departments, take messages as necessary, and facilitate general telephone operations.
Perform computerized word processing and data processing; prepare and provide reports to management and other staff as required.
Assist staff in identifying or contacting external office support services.
Provide customer support and help resolve issues raised by patients or identified within the organization.
Assist with medical records management and creation as required.
Carry out other duties as required and rotate with other front-office personnel, including between facilities, with little or no notice.
Cover later clinic hours, including weekends, at Caring Health Center locations.