Office Support Floating Coordinator

Hospital for Special Surgery•Paramus, NJ

19h•$31 - $47•Hybrid

About The Position

In this role you will provide comprehensive administrative/operational support to several HSS physician practices and contribute to an environment of clinical excellence. Responsibilities will include, but are not limited to: answering phone calls and patient inquiries, scheduling patient appointments and procedures, obtaining insurance pre-certifications and authorizations for treatments and diagnostic procedures, patient check-in/out, including copay collection, scanning documents into the EMR and any additional tasks as assigned. Staff in this role will fill long term and/or short term operational gaps in physician offices across all services, to ensure a seamless patient experience at all times. Commuting to our NYC offices and two other regional sites are required in this role. Your role is essential to promoting a professional atmosphere through courteous communication, cooperation and respect for patients, visitors and members of the healthcare team. In addition, you will be responsible for upholding stellar customer service practices for patients and families, as well as acting as a liaison to the physician and hospital d

Requirements

Associates degree
5 plus years Physician office experience may be considered in lieu of education
2 years Healthcare/Medical-Medical Secretary experience
Excellent verbal and written communication skills.
Strong customer service orientation.
Superior written and oral communication skills
Exceptional customer service skills
Ability to follow through with tasks to completion
Strong organizational and problem-solving skills
Ability to multitask in a fast-paced environment
Ability to effectively and accurately follow directions or instructions
Ability to work collaboratively as part of a team; offers to help coworkers when needed
Detail-oriented
Ability to escalate issues appropriately
Consistently displays a positive attitude towards one’s work and work environment
Strong computer skills
Knowledge of healthcare and health insurance
Continuously stand/walk or lift/handle/carry material or equipment of moderate weight (20 to 50 lbs).
Demonstrates critical thinking to identify challenges impacting work and recommends solutions.
Takes measurable action to change, learn, and grow.
Communicates in a clear and organized manner that achieves desired results.
Speaks and writes professionally and respectfully.
Listens actively and empathetically.
Understands how one's work connects and intersects with other team member’s work and HSS’ goals.
Actively works with others and engages in dialogue when differences exist.
Is open to receiving feedback.
Shares ideas and points of view.
Volunteers to take on stretch assignments and/or additional responsibilities identified by and/or with manager.
Cares about the mission of HSS.
Is an active participant in meetings and interactions with colleagues and/or patients.
Demonstrates a desire to learn and grow.
Understands how behavior and attitude impact the broader team and acts in a way that supports the culture and team’s engagement.
Respects and holds self and/or others accountable to following HSS Policies and Code of Conduct. (Examples: Time and Attendance, Professionalism, Safety, Privacy, and a commitment to providing or supporting service excellence to patients.)

Nice To Haves

Some College preferred
Experience with Epic preferred
Familiarity with medical terminology.

Responsibilities

Answering phone calls and patient inquiries
Scheduling patient appointments and procedures
Obtaining insurance pre-certifications and authorizations for treatments and diagnostic procedures
Patient check-in/out, including copay collection
Scanning documents into the EMR
Filling long term and/or short term operational gaps in physician offices across all services
Promoting a professional atmosphere through courteous communication, cooperation and respect for patients, visitors and members of the healthcare team
Upholding stellar customer service practices for patients and families
Acting as a liaison to the physician and hospital
Answers phones and greets patients courteously, clearly, and efficiently.
Demonstrates a professional demeanor, empathy, discretion, and respect in all patient interactions.
Ensures timely internal/external communication via phone, email, or in-person regarding appointments, instructions, and follow-ups.
Handles patient concerns calmly and appropriately escalates concerns to administrative manager or clinical staff when necessary.
Schedules new visits, follow-ups, post-ops, and ancillary tests as directed by physicians or office managers.
Coordinates surgical dates, enters them into EPIC, ensures pre-authorization within required timelines, and confirms all necessary documentation and pre-testing is complete prior to surgery.
Manages referrals and obtains insurance authorizations within required timeframes, including urgent cases as identified by physicians.
Collects payments at the time of service and processes them accurately.
Completes daily batch reconciliations, submits funds within required timeframes, and follows billing protocols for both in-office and surgical services.
Collaborates with the Revenue Cycle Team (as needed) to ensure adherence to front-end office business transaction policies.
Creates, updates, and prepares patient charts in advance of appointments or procedures, ensuring accurate patient identifiers.
Scans documents into EMR according to hospital scanning guidelines.
Manages physician calendars, arranges travel, and processes travel expense reimbursements (as needed).
Drafts correspondence, written communications, and prepares documents as requested.
Maintains office supply inventory (medications) and orders as needed.
Coordinates with various departments and facilitates communication between physicians, staff, and hospital departments.
Serves as back-up for Office Manager and Staff Secretary, adapting quickly to cover varied responsibilities.
Adjusts to changing situations, schedules, and work assignments without disruption to patient care or office operations.
Flexibility in commuting as necessary to various HSS locations/sites based on onboarding agreement for the position.
Proficient in the use of electronic medical records systems (e.g., Epic) and navigates scheduling, billing, and Microsoft Office software with competence.
Operates phones system, scanners, copiers, printers, and other front-desk technology efficiently.
Learns and adapts to new systems, policies and technologies relevant to office operations.
Manages workload effectively, prioritizing tasks to meet patient and departmental needs.
Addresses operational issues in a timely manner and ensures full resolution.
Works with other departments to coordinate services and resolve interdepartmental challenges.