Patient Access Coordinator

MedNorth Health Center•Wilmington, NC

5d•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 those 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, to include registration functions and ensuring all insurance requirements are met prior to patient’s checkout. The PAC's duties include 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. 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 and cross-system communication.
Excellent interpersonal, organizational and customer service skills.
Teamwork and communication skills essential, ability to work independently as well.
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, and to work in a fast-paced atmosphere.
Ability to speak English fluently.
Demonstrated competence in Microsoft Office suite and 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 and 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, ensure all fields in registration are completed.
Ensure patients are being 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.
Ensure demographics are updated as well as any annual data requirements are met.
Ensure all data has been collected at check out.
Ensure follow-up appointments are made or in process.
Process patient collections at check in and check out.
Ability to read and provide patients with any unpaid balances due.
Meet expectation of insurance verification to prevent billing delays.
Follow up with patients that have not provided required insurance verification, ID’s and photos, etc. prior to check in.
Provide patient education, handouts on CareMed, Cape Fear Health Net, Managed care.
As needed collect CareMed applications, after ensuring application is complete and answer any questions for patients.
Ensure patient appointment confirmations are completed using current appointment confirmation system.
Report patient concerns to supervisor.
Ensure ongoing effective communication with Medical Assistants and other clinical staff.
Communicate departments’ protocol when managing same-day patients.
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 assists 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, patient text messages in a timely manner (daily morning messages before 12 noon and afternoon messages before 5:00 pm or sooner).
Operator coverage as assigned.
Demonstrates a commitment to cultural competence.
Promotes a safe, calm, and secure environment.
Other duties, responsibilities and activities may change or be assigned at any time with or without notice.