New Patient Coordinator

National Spine and Pain Centers•Glen Burnie, MD

About The Position

The role provides front-line support for a large, multi-site pain management practice. The coordinator schedules patient appointments, provides customer service, gathers demographic and insurance information, and documents and relays messages to the appropriate provider office. Working under the direction and guidance of the Communication Center Supervisor, the role helps ensure quality services for patients, providers, and the organization.

Requirements

High school diploma or GED equivalent.
At least one year of related experience and/or training as a call center representative; healthcare experience is preferred.
Competence in written and oral communication.
Ability to use PC-based office productivity tools, including Microsoft Outlook and Microsoft Excel, and general computer skills for an office environment.
Strong attention to detail and accuracy.
Ability to manage multiple priorities effectively.
Phone skills to triage incoming calls and gather clear, concise, and accurate information.
Ability to process new information with minimal supervision.
Ability to maintain complete confidentiality of information.
Ability and flexibility to travel company-wide.
Ability to operate a motor vehicle with a valid driver's license, as needed.

Nice To Haves

Related call center experience in a healthcare environment.

Responsibilities

Answer telephone calls routed through the Communications Center and ensure calls are returned or properly closed.
Check voicemails, emails, and other messages promptly and complete assigned system tasks, including replying to email inquiries, distributing electronic faxes, and sending information to referring providers.
Schedule, reschedule, and cancel patient appointments according to established guidelines.
Obtain and accurately record patient demographics, insurance information, and other relevant details in new and existing patient charts.
Obtain and accurately communicate pre-appointment instructions to new and current patients.
Forward prescription requests, including requests received through the patient portal, promptly to the responsible provider.
Follow Communication Center policies and procedures and comply with applicable federal and state regulations, the Code of Conduct, employee policies, and healthcare fraud, waste, and abuse laws.
Complete annual compliance training, adhere to the compliance program, and report issues.
Understand, comply with, and enforce organizational policies and procedures, codes of conduct, and OSHA and HIPAA privacy rules.
Perform other duties as assigned.