Scheduling and Patient Services Lead

Albany Medical Center • Albany, NY

21h • Onsite

About The Position

This role involves working alongside the Practice Coordinator/Manager to oversee daily operations including check-in, scheduling, check-out, and back-end duties. The lead will support staff, assist patients at the front desk, coordinate referrals and prior authorizations, and schedule surgical procedures. Key responsibilities include greeting patients professionally, managing the electronic medical record for patient registration and record maintenance, updating insurance information, collecting co-pays, and handling state ward consents and proxy consents. The role also involves scheduling follow-up appointments and referrals, communicating with providers, patients, care teams, and insurance companies, and answering phone calls. The position requires maintaining a professional image through adherence to the dress code. The lead is responsible for initiating the surgical booking process, compiling necessary documentation, preparing patient paperwork for disability and out-of-work situations, and updating system information. They will discuss financial obligations, explain regulatory forms, and answer patient questions. The role requires working in multiple systems to ensure accurate registration and support clinical workflow, while understanding and supporting the practice and hospital's strategic plans, policies, and initiatives. The lead is expected to represent Albany Medical Center, uphold departmental ideals, exemplify guiding principles, champion patient experience, and promote 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.

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.
• Convey professional image by adhering to the established dress code.
• 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