Patient Access Coordinator

MEDNORTH HEALTH CENTER•Wilmington, NC

27d•Onsite

About The Position

Under the general direction of the Front Office Operations Manager, the Patient Access Coordinator (PAC) works as part of the Clinical Office Team performing duties necessary to prepare patients administratively for a clinical visit. The PAC is responsible for the accuracy and completion of patient accounts based on MedNorth departmental protocol, policies and procedures, and compliance with regulatory agencies. This includes registration functions and ensuring all insurance requirements are met prior to the patient's checkout. The role involves answering the telephone, making appointments, insurance verification, and maintaining medical provider schedules. The ideal candidate should possess the ability to provide a positive patient experience and excellent customer service skills, the ability to multi-task, and attention to detail. The PAC must be available to work clinic hours of operation.

Requirements

High School graduate or equivalent.
Minimum of 6 months experience in a health care environment.
Experience with practice management systems.
Ability to access online eligibility & verification systems.
Experience in customer relations.
Cross-system communication skills.
Excellent interpersonal, organizational, and customer service skills.
Teamwork and communication skills essential.
Ability to work independently.
Treat all patients, co-workers, and managers with courtesy and respect.
Cognitive reasoning.
Clear thinking in high-pressure situations.
Ability to prioritize and withstand pressure of continual work with variable requirements.
Ability to concentrate and maintain accuracy despite frequent interruptions.
Critical thinking and organization skills.
Problem-solving and reasoning capabilities.
Ability to prioritize and handle multiple tasks.
Ability to work in a fast-paced atmosphere.
Ability to speak English fluently.
Demonstrated competence in Microsoft Office suite.
Basic data entry skills.
Attend work on a daily basis and be at work on time.
Report absences in accordance with personnel policies and procedures.
Work is expected to be accurate, neat, and thorough, and completed on time.
Have a positive attitude, be cooperative, and considerate of others.
Be dependable and accept responsibility for assignments and duties given.
Ability to receive and express detailed information through oral and written communications.
Dress and act in a professional manner.
Adhere to all safety standards.
Participate in staff meetings.
Be courteous and polite with patients and other staff.
Maintain confidentiality.
Wear uniform.

Nice To Haves

Spanish speaking or another language is a plus.

Responsibilities

Process patient's registration and assist patients as needed, ensuring all fields in registration are completed.
Ensure patients are scheduled appropriately for providers, following the provider scheduling guide.
Follow standardized front office workflows.
Ensure a positive patient experience.
Training on AIDET (Acknowledge, Introduce, Duration, Explanation, Thank You).
Maintain positive customer service at all times.
Complete daily tasks timely.
At check-in, ensure demographics are updated and any annual data requirements are met.
At check-out, ensure all data has been collected and follow-up appointments are made or in process.
Process patient collections at check-in and check-out.
Provide patients with information on any unpaid balances due.
Meet expectations for insurance verification to prevent billing delays.
Follow up with patients who have not provided required insurance verification, IDs, and photos prior to check-in.
Provide patient education and handouts on CareMed, Cape Fear Health Net, and Managed care.
Collect CareMed applications as needed, after ensuring the application is complete, and answer patient questions.
Ensure patient appointment confirmations are completed using the current appointment confirmation system.
Report patient concerns to the supervisor.
Ensure ongoing effective communication with Medical Assistants and other clinical staff.
Communicate departmental protocols when managing same-day patients.
Be available to work during all clinic hours of operation.
Ability to work in more than one practice management system.
Follow departmental policies, practices, procedures, and work rules in accordance with approved department and agency policies, and assist in the development and implementation of new policies according to agency and regulatory guidelines.
Provide telephone and face-to-face response to requests for services/information in a timely manner.
Return all voice messages and patient text messages in a timely manner (daily morning messages before 12 noon and afternoon messages before 5:00 PM or sooner).
Provide operator coverage as assigned.
Demonstrate a commitment to cultural competence.
Promote a safe, calm, and secure environment.
Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.