Scheduling and Patient Services Lead - Psychiatry

Albany Medical Center • Albany, NY

7d • Onsite

About The Position

This role is responsible for facilitating the coordination of daily check-in, scheduling, check-out, and back-end duties within the Psychiatry department. The lead will support staff, assist patients at the front desk, coordinate referrals and prior authorizations, and schedule surgical procedures. Key responsibilities include maintaining patient records in the electronic medical record system, updating insurance information, collecting co-pays, and ensuring proper consents are obtained for patients who are wards of the state or require proxy consents. The position also involves scheduling follow-up appointments and referrals, communicating with providers, patients, and insurance companies, and answering phone calls. The lead is expected to maintain a professional image and contribute to an optimal patient experience while prioritizing patient and employee safety.

Requirements

• High School Diploma/G.E.D.
• Excellent customer service skills.
• Ability to multi-task in a high patient volume unit.
• Ability to learn and utilize resources.
• Strong time management skills.
• Ability to review information and draw appropriate conclusions.
• Good judgement and ability to problem solve; escalate issues as needed.
• Strong teamwork skills and work ethic.
• Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties.
• Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose.
• Reasonable efforts, consistent with Albany Medical Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.

Nice To Haves

• Associate's Degree
• 3-5 years office experience or three years of related experience in a medical practice
• Experience using an electronic health record and Microsoft Office

Responsibilities

• Facilitate coordination of daily check-in, scheduling, check-out, and back-end duties.
• Support staff and assist all patients that report to the front check-in desk.
• Coordinate patients' referrals and prior authorization for additional diagnostic testing or procedures.
• Schedule surgical procedures.
• Greet patients in a prompt, courteous and professional manner.
• Utilize the electronic medical record to maintain patient records via registration process and scan functionality.
• Update insurance information, attending appointment, collect patient co-pays and other duties as assigned at the time of patient check in for scheduled appointments.
• Be knowledgeable with state and government agencies to provide proper consents for patients who are wards of the state; work with facilities to obtain proper consents from patient proxies.
• Schedule follow up appointments and referral as needed when patients check out.
• Communicate professionally and timely with all parties, including providers, patients, clinical care team, and insurance companies.
• Answer incoming phone calls and direct appropriately to team members.
• Initiate surgical booking process, compile booking sheets, all surgical consents, pre-op orders, prior authorization and pre-admission forms.
• Prepare patient disability and out of work / school paperwork.
• Update the system with registration, scheduling and insurance information.
• Discuss financial obligation and explain regulatory forms and answer any questions with patient.
• Work in multiple systems during patient facing interactions and telephone call receipts to complete accurate registration and to support the clinical workflow.
• Understand the practice and hospital strategic plan.
• Support plans, policy and procedures, and initiatives within scope of their departments expectations and role.
• Represent AMC and support the ideals and principles of their department, the Practice, the Hospital and the Center.
• Exemplify Albany Med CARES guiding principles.
• Be a champion to ensure an optimal patient experience.
• Understand and promote patient and employee safety as our top priority.
• Promote a safe environment and promptly report issues.
• Understand patient safety goals.

Benefits

• Excellent health care coverage with no copay at Albany Medical Center providers
• A wide array of services and programs to support emotional, physical, and mental wellbeing

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED