Patient Service Coordinator

National Spine and Pain Centers•Bay Shore, NY

About The Position

The Patient Services Coordinator is responsible for administrative functions related to front desk coordination, insurance coordination, and medical records. The role emphasizes service excellence and supports quality patient care that meets the needs of patients, providers, and the organization. The position is based in an ethical, fast-paced clinical office environment with generally moderate noise. It involves regular interaction with patients and use of standard office equipment. Such interactions may result in exposure to blood-borne pathogens or other diseases or infections; infection-control policies and procedures are practiced and enforced to minimize risk.

Requirements

High school diploma or GED equivalent.
At least one year of related administrative experience and/or training; healthcare experience is preferred.
Ability to maintain complete confidentiality of information.
Excellent verbal and written communication skills.
Ability to demonstrate outstanding customer service while maintaining a high level of patient care.
Strong organization and multitasking skills with close attention to detail.
Ability to use common-sense reasoning to carry out written, oral, or diagrammed instructions.
Proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
Ability to learn and use electronic patient medical record and practice-management scheduling software.
Ability to operate a motor vehicle with a valid driver's license, as needed.
Ability to perform regular periods of sitting, standing, bending, walking, seeing, talking, and listening; full body motion, manual and finger dexterity, and hand-eye coordination; adequate visual acuity to read information; occasional reaching, stooping, kneeling, or crouching; and occasional pushing, pulling, lifting, or moving of up to 10 pounds.

Responsibilities

Greet patients and collect registration and visitation information and forms.
Complete patient check-in, including collecting and updating demographic and insurance information, ensuring registration forms are complete, and scanning insurance cards and photo IDs.
Help manage patient flow, communicate with patients about appointments, and maintain a clean waiting area.
Maintain patient schedules, including follow-up scheduling, appointment confirmation, and cancellations in accordance with established guidelines.
Answer calls routed through the center and ensure calls are returned, transferred, or properly closed.
Check administrative messages in a timely manner and complete assigned system tasks, including replying to email inquiries, distributing electronic faxes, and sending information to referring providers.
Back up the clinical team by helping expedite patient visits as required.
Complete patient check-out, including scheduling follow-up or procedural appointments noted by providers, issuing reminder cards, collecting co-pays or deductibles, and recording payment notes.
Obtain and verify patient demographic, insurance, and other pertinent information in new and current charts, and update account changes accurately.
Contact primary and secondary insurance carriers to verify eligibility and benefits, and document deductible, co-pay, referral, and preauthorization information according to policy.
Obtain insurance authorizations and provider referrals as required, with proper documentation in the system three days before appointments except add-ons.
Obtain Workers Compensation authorizations and approvals from applicable case managers or adjusters.
Complete electronic insurance verifications and notify patients of eligibility status.
Monitor appointment add-ons and complete insurance verifications by updating and reviewing assigned schedules, physicians, and offices.
Handle prescription requests by collecting pharmacy refill information, preparing request forms, delivering forms to providers, calling in permitted prescriptions when approved by a physician, and notifying patients when medications are available for pickup.
Prepare charts for scheduled appointments in advance and track referrals and authorizations as required by insurance policies.
Print necessary patient forms and schedules for the next day's appointments.
Coordinate and transmit report and record requests to referring physician offices and other parties as requested by providers.
Print and copy paperwork from patient charts in response to medical-record requests while following HIPAA and organizational compliance procedures.
Retrieve, file, and maintain patient charts in accordance with HIPAA and organizational compliance procedures; keep filing and chart-storage areas clean and organized.
Assist with training and monitoring administrative staff on customer service standards.
Assist with creating and managing employee task assignments and ensuring their accuracy and timely completion.
Assist with assessing, communicating, and continuously improving administrative workflows, processes, and policies.
Help ensure workspaces are organized, clean, and professional.
Understand, comply with, and enforce organizational policies, procedures, codes of conduct, and OSHA and HIPAA privacy rules; follow applicable federal and state regulations, the Employee Handbook, compliance policies and procedures, and healthcare fraud, waste, and abuse laws.
Perform other duties as assigned.