Patient Service Coordinator Ambulatory II - Community Clinic

Hennepin Healthcare•Richfield, MN

12d•Onsite

About The Position

The purpose of this position is to provide clerical support for specific clinical areas to serve patients and their families. The main objectives of this position are to meet and exceed patient expectations as it relates to complex scheduling processes and support to clinical areas; to act and communicate in a professional and positive manner to patients, providers and care team staff; and to provide team-oriented support to staff to assist in meeting overall HHS registration quality goals. This is a high patient volume, multi-tasking position, with afternoon, evening and weekend hours.

Requirements

High School Diploma or equivalent
A minimum of 1 year of Front of House experience or experience in related field
Ability to work cohesively, effectively, and respectfully with individuals from a variety of economic, social, and culturally diverse backgrounds
Ability to work in a fast-paced, continually changing environment
Ability to respond appropriately to shifting priorities
Ability to prioritize work assignments
Consistently exceeds quality and productivity standards, including accuracy in patient registrations, scheduling and patient/guest customer service expectations
Technical proficiency in basic computer skills and applications such as Microsoft Office and Outlook
Float pool positions require the ability to travel between sites in an expeditious manner
Demonstrates knowledge and understanding of organizational policies and procedures
Ability to lead others in their daily work following standard processes
Ability to assist with onboarding new employees providing them with the tools they need to be successful

Nice To Haves

1 year of previous HHS experience
Associate Degree (Healthcare or Business concentration preferred) or 2 years of customer service experience in similar clinic/ambulatory healthcare environment
Certification from HFMA -OR- NAHAM -OR- HBI Patient Access Certification
Experience with Electronic Health Records (EHR) – Epic experience preferred
Understanding of medical terminology
Experience with different payers/insurance requirements
Bilingual fluency in English/Spanish
Bilingual fluency in English/Spanish or English/Somali or other languages including ASL

Responsibilities

All duties as defined in PSC Ambulatory I – Community Clinics role
Lead and support change and process improvement initiatives for the Front of House team
Work with leadership to uphold standard process workflows and provide feedback as needed
Assists with Clerical Pool In-basket messages - messages are completed appropriately based on the SLA (Service Level Agreement) and urgency of the message
Provide scheduling support using knowledge of clinical specialties including: More complex scheduling that often requires multiple appointments with different providers
Provides clerical support to clinical staff, such as templating, processing patient forms, and urgent scheduling needs.
Assist with mentoring and onboarding of new staff, provide direction
Assists with processing patient forms and provides clerical support for assigned Ambulatory departments or clinics
Promotes the organization and assists in maintaining clinic efficiency
Complete standard work observations and communicate findings to Clinical leadership
Leads and functions as the Subject Matter Expert (SME) in assigned areas
Assist with facilitation daily huddles
Perform other duties as assigned