Office Support Floating Coordinator

Hospital for Special Surgery•Paramus, NJ

4d•Hybrid

About The Position

How you move is why we’re here. ® Now more than ever. Get back to what you need and love to do. The possibilities are endless... Now more than ever, our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximize the abundant opportunities for growth and success. If this describes you then let’s talk! HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment. Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise. Job Description: NJ Primary, NYC secondary coverage I n 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

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
Proficient in the use of electronic medical records systems (e.g., Epic)
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

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