Coordinator Patient Access SECHC - East Boston Neighborhood Health Center Corporation

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Time Type:

Department:

All Locations:

Description:

Primarily performs all registration and scheduling related activities in the South End Patient Access Department. This includes the delivery of exceptional customer service and the accurate and comprehensive collection, verification, and of demographic, insurance, and account information. In addition, the PAC supports various clinical department operations by answering incoming calls to the South End, performing primary functions such as appointment scheduling, coordinating refill requests, appropriately screening of calls that need to be transferred to a nurse, messages to providers, and outreach calls to patients by provider request. As a member of the Patient Access team, your goal is to maximize health center revenues through accurate comprehensive demographic, and account information and verified insurance coverage while facilitating efficient patient flow within the South End Location. A successful candidate would demonstrates superior customer service, written and verbal communication, judgment and problem solving skills.

Essential Duties & Responsibilities                    

• Promotes a welcoming environment, being mindful of body language and side conversations, while consistently focusing on making patients feel welcomed by being attentive and responsive to their situation.
• Communicates accurately and clearly to make sure patient/colleague understands information provided
• Demonstrates the willingness to problem solve independently and the judgment to know when to seek assistance from others
• Is responsive to feedback and demonstrates ability to apply feedback
• Maintains a positive attitude
• Adheres to Attendance, Punctuality, Dress code, Cell phone & all EBNHC policies such as privacy, patient identification and infection control.
• Maintain excellent punctuality and attendance.
• Timely and accurate completion and submission of timesheets
• Exhibits attentiveness at work by following EBNHC cell phone policy.
• Attends and actively participates in staff meetings and trainings.
• Maintains cooperative working relationships and builds team identity within the department, the Patient Access team and across the organization
• Demonstrates self-motivation and independence by making optimal use of standby time
• Understands the importance of covering all areas/tasks as needed to fulfill core departmental functions.
• Verifies insurance per dept protocol using external insurance websites/portals and or RTE
• Works within the scope of the departmental guidelines
• Takes detailed messages and documents/sends via the appropriate communication tool
• Proficient in the use of the electronic medical record (Epic) as it pertains to department-based workflows/guidelines as well as other electronic network tools such as Workday, Outlook, MyChart.
• Reports delays in supply orders, safety and equipment problems, and malfunctioning or missing equipment.
• Interacts in manner that is mindful of the individual by being sensitive to culture, age, gender and lifestyle
• Strives to find common ground when interacting with patients and colleagues
• SE PA Staff have a dual role: call center agents and registration staff. 50% or more of their time, they are functioning as call center agents.
• Promptly answers all incoming calls via Touchpoint for the following queues: Main line, Primary Care, Hass Center, Nutrition, Vision, Patient Services, and Behavioral Health. Also assist with the COVID lines as needed. Back up agents for Women’s Health, Pediatrics and Recovery Services lines.
• *plan to take service lines as prime agents
• Meets departmental metric of completing 60-90 calls per day
• Appropriately schedules, cancels, and or reschedules appointments for the following departments: Primary Care, Hass Center, Nutrition, Vision, Patient Services, Behavioral Health,, and the COVID Department
• Appropriately creates telephone and refill encounters and routes to the appropriate pools
• Appropriate create COVID lab orders in Epic and create negative test result letters as needed
• Appropriately refers patients to other departments when required and announces all warm transfer calls, in accordance to guidelines, to assure optimal delivery of customer service                                                                      
• Knowledge of “red flag”/urgent symptoms; know when immediate nurse involvement is needed                                                   
• Assists in escalated complaints that are not specifically requesting a supervisor and creates CRMs           
• Follows the check in/registration guidelines
• Follows check out guidelines when at the Hass, covering in BH/Dental/Vision departments in person
• Process co-pay, self-payment posting as appropriate and cash handling following EBNHC protocol
• Monitors waiting rooms when covering Registration
• Process UDS, Privacy Notice, Consent to Bill/Treat forms, Care Partner forms, PHQ9, MVA/WC forms.
• Faxing sorting and distribution
• Complete pre-registration WQs for Primary Care (includes WH and Pedi), Nutrition, Vision, BH, Dental, Recovery Services, Neurology, Acupuncture, and Pedi Asthma
• Complete the telehealth reports for all departments/providers at South End
• Completes the Nutrition WQ/outreaches in the SE Internal WQ
• Completes the in basket/staff messages request from providers

EDUCATION:

• High School Diploma or G.E. Equivalent required.

EXPERIENCE:

• One year of customer service experience previous experience in health insurance or medical setting strongly preferred.

SKILLS/ABILITIES:

• Bilingual in English and Spanish required.
• Demonstrates ability to work in a fast paced environment performing multiple tasks simultaneously.