PATIENT SERVICES COORDINATOR

Palms Medical Group•Trenton, FL

12d•Onsite

About The Position

The Patient Services Coordinator serves as the primary contact for patients and other customers when scheduling an appointment, contacting their provider or care team, or obtaining information about Palms Medical Group. This role is responsible for overseeing the daily operations of Patient Services Center, ensuring compliance, and supervising the performance of Patient Services Representatives.

Requirements

Must be organized, a self-starter and detailed oriented.
Ability to work independently and as part of a team.
Ability to multitask.
Expected to train, mentor and coach call center staff.
Expected to stay at clinic until the last patient leaves.
Expected to travel and cover other sites during patient advocate absences.
Assist in the training and mentoring of coworkers by sharing knowledge, providing guidance, and supporting skill development.
Working knowledge of the following office equipment: Multiline Telephone, Copier, Computer, Scanner, Fax Machine, Headset.
Expected to navigate and operate Microsoft Office suite products, including Word, Excel and Teams.
Expected to become proficient in navigating Nextgen, Luma, QueueMetrics and other systems required for the optimal performance of job duties.
High School Diploma or Equivalent.
Two (2) years experience in a supervisory role.
Effectively communicates complex and/or technical information to co-workers, patients and/or vendors.
Standing for long periods of time.
Sitting for long periods of time.
Viewing a computer monitor for long periods of time.
Bending.
Stretching / Reaching.
Walking short distances.
Lifting up to 50 pounds.
Operating office equipment (computer, fax machines, telephones and copy machines).
Reading forms / Instructions / Patients Charts.
Communicating well to people of various ages, educational levels, cultural backgrounds in person or by telephone.
Exposure to potentially violent / irate patients.
Making decisions with little guidance.

Nice To Haves

Prefer prior customer service experience.

Responsibilities

Oversee and coordinates daily operations of the Patient Services Center.
Establish team priorities to ensure timely task completion.
Coordinates with other supervisors to align workflows.
Develop and implement short-term operational plans.
Monitor call volume using Queue Metrics and allocate staff accordingly.
Identify and resolve operational issues using established protocols and sound judgement.
Answer incoming calls promptly and professionally.
Accurately input patient demographic data into the PMG electronic health record.
Schedule appointments according to Palms Medical Group guidelines.
Inform patients of required documentation for appointments.
Provide courteous, patient-centered service to all callers.
Assign staff to monitor and respond to voicemails for designated offices.
Route calls to appropriate departments as needed.
Exercise discretion and professionalism in all interactions.
Escalate calls appropriately according to procedures.
Maintain accurate documentation of all communications.
Meet performance metrics and service standards.
Conduct outbound calls to reschedule appointments or provide additional information.
Follow up on ER referrals and hospital discharges to schedule hospital follow up appointments.
Utilize quality portals to schedule follow up care.
Support special projects during periods of low volume.
Update copay and insurance information in the EHR and check-in software.
Verify insurance eligibility through internal systems or external portals.
Prepare the electronic charts with updated patient data and documentation.
Communicate with patients prior to appointments as needed.
Flag necessary follow-up actions for front desk staff.
Maintain up to date knowledge insurance plans and billing practices.
Adhere to all PMG policies, including Front Desk, HIPAA and the Clinical Policy Manual.
Manage staff schedules, workflows, and documentation.
Review and submit employee timecards to Human Resources.
Approve leave requests in accordance with policy and staffing needs.
Participate in QA/QI and other meetings as directed.
Assist with audits, surveys and other administrative tasks as assigned.
Utilizes the Leadership Evaluation Manager (L.E.M.) to set and track quarterly goals, conduct monthly one-on-one meetings, and implement actional plans.