Patient Service Coordinator II

V R Della Infotech•Boston, MA

About The Position

The Patient Service Coordinator II supports providers and patients with complex administrative needs and helps manage the flow of patients through the practice. The role includes managing Epic In Basket messages related to patient scheduling and clinical-team messages, scheduling appointments and diagnostic testing, and coordinating and tracking referrals. The coordinator also supports patients with insurance, managed care, referral, authorization, financial-services, and self-pay questions. The position handles complex telephone inquiries, performs revenue-enhancement activities, maintains patient privacy in accordance with HIPAA guidelines, and provides cross-coverage for practice staff as needed. It may also involve assisting with new-staff training and orientation and completing special projects or other tasks that support patient service and practice operations.

Requirements

High school diploma or GED required.
Three years of secretarial experience or equivalent in a medical or health-care-related setting preferred.
Good command of English, including medical terminology.
Excellent interpersonal and verbal and written communication skills.
Strong organizational skills, flexibility to manage multiple tasks, and accurate attention to detail.
Ability to work independently and within a team environment.
Ability to solve problems and resolve complex issues on behalf of providers and patients.
Ability to function as a role model and provide administrative guidance to others.
Knowledge of computer applications necessary to perform the administrative role.

Nice To Haves

Associate’s degree in Business/Secretarial Science or completion of a Secretarial Certificate Program is desirable.
Three years of secretarial experience or equivalent in a medical or health-care-related setting is preferred.

Responsibilities

Perform all duties assigned to a Patient Service Coordinator I.
Support providers in problem-solving and managing complex administrative patient issues.
Manage the daily Epic In Basket for patient scheduling and staff messages to members of the clinical team.
Provide patients with information about managed care plans, insurance, referrals, financial services, and self-pay resources; perform electronic insurance verification and obtain prior authorizations for procedures as needed.
Triage and manage complex telephone calls using courteous customer service skills.
Maintain confidentiality and privacy in accordance with HIPAA guidelines.
Perform revenue-enhancement activities, including registration verification, co-payment collection, cash management, and encounter form reconciliation, and serve as a resource to team members in these activities.
Schedule patient appointments and coordinate diagnostic testing.
Coordinate and track referral appointments and visits.
Provide cross-coverage for practice staff during absences, vacations, and workflow variations as needed.
Assist with training and orientation of new staff, where applicable.
Perform other related tasks that facilitate patient flow or enhance the quality of patient service.
Work on special projects as directed.