Patient Service Coordinator
We are seeking a Patient Service Coordinator who will offer friendly, courteous, and confidential assistance to ensure every patient has an outstanding customer service experience during his or her visit to Wilmer. Maintains accurate information on each patient to facilitate the patient encounter. Uses automated systems to expedite patient scheduling, pre-registration, check-in, and checkout. Works with others in a team environment.
Specific Duties & Responsibilities
- Screens patient calls.
- Answers patient questions where appropriate and determines if physician response is required.
- Registers patients for clinical appointments using Epic electronic medical record system.
- Answers phones and provides routine information to callers.
- Scans external medical records into Epic.
- Responds to administrative in-basket requests and forwards other messages to the appropriate resource.
- Collects time of service payments, issues receipts, and prepares end of day reconciliation.
- Discusses patient charges, if appropriate, with patients and/or patients' families.
- Refers patient to appropriate office if financial counseling is necessary.
- Assists with back office duties as needed to ensure consistent patient flow.
- Reschedules patients when providers’ clinic schedules change.
- Maintains familiarity with various types of medical insurance in order to properly schedule patients and answer patient questions.
- Schedules patients for laboratory tests, medical examinations, and procedures.
- Resolves any schedule conflicts.
- Coordinates visits either within the office or between other offices and/or departments.
- Verifies and enters pre-registration and insurance information in Epic. Obtains and/or verifies patient's demographic data by phone or in person.
- May obtain pre-certifications as required by patients' health care insurers or managed care providers.
- Fills appointment vacancies due to cancellations.
- Responds to requests for completion of various medical forms for patients (MVA forms, disability forms, worker’s compensation forms, etc.)
- Proactively seeks to schedule/reschedule patients for efficient utilization of resources (e.g., backfill to cover cancellations or add urgent appointments).
- Uses work computer to access e-mail, electronic calendars, and other basic office support software.
- Provide other duties as assigned.
Minimum Qualifications
- High School Diploma or graduation equivalent
- One year work experience in customer service required.
Preferred Qualifications
- Two years college or equivalent work experience
- Two years related ophthalmology/JHH system work experience strongly preferred.
- Medical terminology and knowledge of medical insurance coverage
Classified Title: Patient Service Coordinator
Role/Level/Range: ATO 40/E/02/OD
Starting Salary Range: $16.00 - $28.50 HRLY ($52,780 targeted; Commensurate with experience)
Employee group: Full Time
Schedule: Monday-Friday, 8:30 am - 5:00 pm
Exempt Status: Non-Exempt
Location: JH at Greenspring Station
Department name: SOM Oph Greenspring
Personnel area: School of Medicine