New Patient Coordinator

National Spine & Pain Centers • Cave Spring, VA

3d

About The Position

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

The position handles calls, messages, appointment changes, patient records, pre-appointment instructions, and prescription requests, while following organizational procedures and applicable privacy, compliance, and healthcare regulations. Work takes place in a fast-paced professional office with regular patient interactions and use of office equipment. Company-wide travel may be necessary.

Requirements

• High school diploma or equivalent GED.
• 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 obtain clear, concise, and accurate information.
• Ability to process new information with minimum supervision.
• Ability to maintain complete confidentiality of information.
• Ability to travel company-wide as necessary.
• Ability to operate a motor vehicle with a valid driver’s license, as needed.
• Ability to sit, stand, bend, walk, see, talk, and listen for extensive and regular periods; full body motion, manual and finger dexterity, and hand-eye coordination are required.
• Adequate visual acuity to read information; occasional reaching, stooping, kneeling, or crouching.
• Occasional ability to push, pull, lift, and/or move up to 25 (unit not specified).

Nice To Haves

• Call center representative experience in a healthcare environment.

Responsibilities

• Answer calls routed through the Communications Center and ensure they are returned or properly closed.
• Check voicemails, emails, and other messages in a timely manner 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.
• Accurately obtain and record patient demographics, insurance information, and other pertinent details in new and existing patient charts.
• Communicate pre-appointment instructions accurately to new and current patients.
• Forward prescription requests, including requests received through the patient portal, to the responsible provider in a timely manner.
• Follow Communication Center policies and procedures while performing assigned duties.
• Comply with and uphold applicable federal and state regulations, organizational codes and policies, and healthcare fraud, waste, and abuse laws.
• Understand, comply with, and enforce organizational policies, procedures, codes of conduct, and OSHA and HIPAA privacy rules.
• Complete annual compliance training, adhere to the compliance program, and report issues.
• Perform other duties as assigned.

What This Job Offers

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