New Patient Coordinator

National Spine and Pain Centers•Cave Spring, VA

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, obtains patient demographic and insurance information, and documents and relays patient messages to the appropriate provider office. Working under the direction and guidance of the Communication Center Supervisor, the coordinator helps ensure quality services for patients, providers, and the organization. The position handles calls and messages, appointment scheduling, patient records and pre-appointment instructions, and prescription requests. It requires following organizational policies and healthcare compliance requirements, including privacy and infection-control practices. The role is based in a fast-paced professional office with regular patient interaction and requires flexibility to travel company-wide. The work involves regular use of standard office equipment and occasional or regular use of clinical equipment. Patient interactions may result in exposure to bloodborne pathogens or other diseases or infections; applicable infection-control policies and procedures are practiced to minimize risk. Physical demands include extended periods of sitting, standing, bending, walking, seeing, talking, and listening; a full range of body motion and manual dexterity; occasional reaching, stooping, kneeling, crouching, and pushing, pulling, lifting, or moving up to 25 pounds. The ability to operate a motor vehicle with a valid driver’s license is needed as required.

Requirements

High school diploma or GED equivalent.
At least one year of related experience and/or training as a call center representative.
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 take 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

Call center representative experience in a healthcare environment.

Responsibilities

Answer telephone calls routed through the Communications Center and ensure they are returned or properly closed.
Check messages, including voicemails and emails, in a timely manner and complete assigned system tasks, such as replying to email inquiries, distributing electronic faxes, and sending information to referring providers.
Schedule, reschedule, and cancel patient appointments according to established organizational guidelines.
Obtain and accurately record patient demographic, insurance, and other pertinent information in new and existing patient charts.
Obtain and communicate pre-appointment instructions 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 and applicable federal and state compliance requirements, including the Code of Conduct, compliance policies, and healthcare fraud, waste, and abuse laws.
Complete annual compliance training, adhere to the compliance program, and report issues.
Comply with and uphold organizational policies, procedures, codes of conduct, OSHA requirements, and HIPAA privacy rules.
Perform other duties as assigned.