Scheduling and Patient Services Lead

Albany Medical Center•Albany, NY

12d•$49,763 - $69,668

About The Position

The Scheduling and Patient Services Lead works alongside the Practice Coordinator or Manager to coordinate daily check-in, scheduling, check-out, and back-end duties. The role supports staff and assists patients at the front desk, coordinates referrals and prior authorizations for diagnostic testing or procedures, schedules surgical procedures and follow-up appointments, and communicates professionally with providers, patients, clinical care teams, and insurance companies. The position uses electronic medical records and other systems to maintain accurate patient registration, scheduling, and insurance information. Duties include greeting patients, updating insurance details, collecting co-pays, explaining financial obligations and regulatory forms, handling patient paperwork, answering and directing calls, and obtaining appropriate consents for patients who are wards of the state or represented by proxies. The role promotes a safe environment, patient and employee safety, and an optimal patient experience while representing Albany Medical Center and its department.

Requirements

High school diploma or GED required.
Excellent customer service skills.
Ability to multitask in a high-patient-volume unit.
Ability to learn and use available resources.
Strong time management skills.
Ability to review information and draw appropriate conclusions.
Good judgment and problem-solving ability, including escalating issues as needed.
Strong teamwork skills and work ethic.

Nice To Haves

Associate's degree preferred.
Three to five years of office experience or three years of related experience in a medical practice preferred.
Experience using an electronic health record and Microsoft Office is a plus.

Responsibilities

Coordinate daily check-in, scheduling, check-out, and back-end duties with the Practice Coordinator or Manager.
Support staff and assist patients who report to the front check-in desk.
Coordinate patient referrals and prior authorizations for additional diagnostic testing or procedures.
Schedule surgical procedures and initiate the surgical booking process.
Compile booking sheets, surgical consents, pre-operative orders, prior authorizations, and pre-admission forms.
Greet patients promptly, courteously, and professionally, and interact with a diverse patient population.
Use electronic medical records and other systems to maintain patient records, complete registration, and support clinical workflows.
Update registration, scheduling, and insurance information; collect patient co-pays; and complete other check-in duties.
Discuss financial obligations, explain regulatory forms, and answer patient questions.
Prepare patient disability and out-of-work or school paperwork.
Obtain proper consents for patients who are wards of the state and work with facilities to obtain consents from patient proxies.
Schedule follow-up appointments and referrals as needed at patient check-out.
Communicate professionally and promptly with providers, patients, clinical care teams, and insurance companies.
Answer incoming phone calls and direct them to appropriate team members.
Adhere to the established dress code and convey a professional image.
Support departmental plans, policies, procedures, and initiatives within the role's scope.
Promote patient and employee safety, follow patient safety goals, report issues promptly, and champion an optimal patient experience.
Protect sensitive information by limiting access, use, and disclosure to the minimum necessary and safeguarding it from unauthorized access or modification.
Represent Albany Medical Center and uphold the ideals and principles of the department, Practice, Hospital, and Center, including Albany Med CARES guiding principles.