Patient Services Coordinator, Days

Patient Services Coordinator, Days

Under the direction of the Patient Access Manager, the Patient Services Coordinator serves as an expert resource for registration and customer service, ensuring optimal departmental performance in registration accuracy, collections, productivity, and quality. The person in this position assists the Patient Access Manager in daily operations of hospital-based registration functions, providing leadership presence to the registration work units in the hospital, and serves as a liaison between departments. This role requires the ability to work under fast-paced and dynamic conditions with a high degree of accuracy and professionalism. The Patient Services Coordinator is responsible for assessing the skills and performance of each registration professional on a regular basis and providing appropriate resources and training for professional development.

This is a full-time position working Monday-Friday from 8:00am-4:30pm with flexibility required.

Essential Functions:

1. Maintains proficiency in all aspects of registration, allowing for occasional coverage of registration functions to ensure wait times are kept to a minimum, professionals have coverage for lunches and breaks, and operations run efficiently. This could include occasional nights and weekends.
2. Supports the department by performing quality assurance (QA) audits of individual registrars; monitoring productivity and other key performance indicators, as assigned, and accurately reports findings to leadership.
3. Establish and conduct department orientation and training of new hires to successfully pass competency exam(s). On an ongoing basis, provides support, in-service(s), one on one training, mentoring and coaching to professionals. Reports individual or departmental developmental needs to leadership.
4. Provides real-time technical assistance to registrars to ensure efficient operations. Intervenes to correct problems (patient & system) as they occur.
5. Meet deadlines and report statistical data to leadership upon request.
6. Enforce AIDET guidelines to drive positive patient interactions.
7. Monitor the timely completion of pre-registrations, check-ins, insurance verification, and scheduling.
8. Manage assigned EPIC work queues and provide oversight of department-assigned work queues.
9. Assist Patient Access Manager in the planning and development of departmental procedures and in-service training to ensure high quality service.
10. Responsible for helping professionals meet expectations on all aspects of money handling and cashiering, including receipt of payment and completion of daily deposits and balance of tills.
11. May act as a financial steward and works with Patient Financial Services to ensure adequate knowledge for interpretation of patient billing questions.
12. Maintains professional growth and development through seminars, workshops and professional affiliations to keep abreast of latest trends in field of expertise.
13. Ensures no injuries to self or others by following safe work practices and policies. This includes, but is not limited to: security and safety, understanding of MSDS, equipment, infection control, fire, disaster, safe lifting and body mechanics.
14. Ensures self-compliance with organization policies and procedures, as well as labor agreements.
15. Ensures the interface with team members and other support groups is conducted in a courteous and efficient manner conducive with the organization's values.
16. Conducts self in a professional manner and ensures personal appearance meets the standards necessary to perform the job function while representing the organization.
17. Ensures that additional accountabilities, as may be required by management, be handled in a manner necessary to meet organizational standards.
18. In coordination with the Patient Access Manager, ensure staffing needs are met.

Work Environment:

The professional in this position reports to the Patient Access Manager. This position works closely with all other departments in order to ensure that accurate, patient-centered care is delivered with each encounter.

Education & Experience:

• High school diploma or equivalent required.
• Associate's degree, preferred, or equivalent combination of education/experience.

1. Two (2) years of experience in patient access, healthcare revenue cycle, or clinic operations role, required.
2. Broad, practical knowledge and experience with medical terminology, admission procedures, registration, scheduling, accounts receivables, point of service collections, governmental regulations; both state and national, managed care and associated insurance required.
3. Knowledge and experience with Microsoft Excel, Power Point and Word required.
4. Knowledge and experience with EPIC preferred.

• Demonstrates competency on equipment listed on department specific checklist.
• Critical thinking skills: Seeks resources for direction, when necessary. Performs independent problem solving. Decision-making is logical and deliberate.
• Performs actions that demonstrate accountability. Exercises safe judgment in decision-making. Practices within legal and ethical guidelines.
• Demonstrates competency in ability to care for customers/patients across the age continuum.
• Basic Life Support Heartsaver (HS) level to be completed within three (3) months of hire.

Physical Requirements:

1. Occasional standing, walking, lifting, reaching, kneeling, bending, stooping, pushing and pulling. Light physical effort but mostly sedentary work.
2. Good reading eyesight.
3. Ability to communicate using verbal and/or written skills for accurate exchange of information with physicians, nurses, health care professionals, patients and/or family, and the public.

As a Samaritan Healthcare professional, you will be asked to carry out the Mission, Vision, Values, and Strategy of Samaritan Healthcare, personifying service and operational excellence including the creation and maintenance of the best patient, professional, physician, and student experience.