Patient Service Coordinator

National Spine & 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. With an emphasis on service excellence, the coordinator helps ensure quality patient care meets the needs of patients, providers, and the organization. The role coordinates patient check-in and check-out, patient flow and scheduling, telephone and administrative messages, insurance verification and authorizations, prescription requests, and preparation and maintenance of medical records. It also supports clinical staff as needed and assists with training administrative staff, assigning tasks, and improving administrative workflows. The coordinator must follow applicable NSPC policies and procedures, OSHA and HIPAA privacy rules, and federal and state compliance regulations. The position is based in an ethical, fast-paced clinical office with a generally moderate noise level. It involves frequent interaction with patients, which may result in exposure to blood-borne pathogens or other diseases and infections; infection-control procedures are practiced to minimize risks. Regular use of standard office equipment is required. Physical demands include extended periods of sitting, standing, bending, walking, seeing, talking, and listening; manual and finger dexterity; occasional reaching, stooping, kneeling, crouching, and moving items weighing up to 10 pounds; and the ability to operate a motor vehicle with a valid driver’s license as needed.

Requirements

High school diploma or GED equivalent.
At least one year of related administrative experience and/or training.
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.
Excellent organizational and multitasking skills, with acute attention to detail.
Ability to apply common-sense understanding to carry out written, oral, or diagrammed instructions.
Proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
Ability to learn and use new software technologies for electronic patient medical records and practice management scheduling systems.
Ability to operate a motor vehicle with a valid driver's license, as needed.

Nice To Haves

Related administrative experience and/or training in a healthcare environment.

Responsibilities

Greet patients and collect required registration and visitation information and forms.
Perform patient check-in, including collecting and updating demographic and insurance information, ensuring registration forms are completed, and scanning insurance cards and photo IDs.
Help manage patient flow, communicate with patients about appointments, and maintain the waiting area.
Maintain patient schedules, including follow-up scheduling, appointment confirmations, and cancellations in accordance with NSPC guidelines.
Answer center telephone calls and ensure they are returned, transferred, or closed appropriately.
Review administrative messages in a timely manner and complete assigned system tasks, including responding to email inquiries, distributing electronic faxes, and sending information to referring providers.
Back up the clinical team by helping expedite patient visits as required.
Perform patient check-out, including scheduling follow-up or procedural appointments, issuing reminder cards, collecting co-pays or deductibles, and recording payment notes.
Obtain and verify patient demographic, insurance, and other relevant information in patient charts, updating accounts accurately.
Contact primary and secondary insurance carriers to confirm eligibility and benefits, and document deductibles, co-pays, referral requirements, and preauthorization requirements according to NSPC policy.
Obtain insurance authorizations and provider referrals as required, ensuring system documentation is present three days before appointments, except for 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.
Process prescription requests, including obtaining pharmacy refill information, preparing request forms, routing them to providers, calling in permitted prescriptions when approved by a physician, and notifying patients when medications are available for pickup.
Prepare charts ahead of scheduled appointments and track referrals and authorizations as required by insurance policies.
Print patient forms and schedules needed 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 NSPC compliance procedures.
Retrieve, file, and maintain patient charts in accordance with HIPAA and NSPC compliance procedures.
Keep filing and patient 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 work spaces are organized, clean, and professional.
Understand, comply with, and enforce NSPC policies, procedures, codes of conduct, and OSHA and HIPAA privacy rules.
Adhere to applicable federal and state compliance regulations, NSPC's Code of Conduct and Employee Handbook, compliance policies and procedures, and applicable healthcare fraud, waste, and abuse laws.
Perform other duties as assigned.