Patient Access Coordinator - The Dimock Center

You are a caring, hard working individual who thrives in a team environment and is committed to excellence.

The Dimock Center is a federally qualified community health center that heals and uplifts individuals, families and communities. Our vision is to redefine the model of a healthy community by creating equitable access to comprehensive health care and education. We promote a culture of respect, excellence, equal opportunity, and commitment to our employees and the communities we serve.

The Patient Access Coordinator is a key role in Dimock’s aim to deliver patient-centered, coordinated, team-based health care. They are responsible for completing all front desk functions efficiently and professionally. Duties include appointment scheduling, patient registration and telephone management in both English and Spanish. The Patient Access Coordinator is expected to provide excellent customer service to both internal and external customers. They will work closely with other staff in the health center to maintain flexibility with work schedules in order to meet clinic needs during hours of operation.

Essential Functions

1. Greets patients in a friendly, welcoming, professional manner in English and Spanish. Answers all telephone calls and inquiries for the clinic in customer service oriented, professional manner and directs as appropriate, taking detailed and accurate messages when necessary.
2. Schedules all available appointment slots accurately and in accordance with established clinic-specific guidelines in ECW or PMG. Schedules new patient appointment in either ECW or PMG depending on clinic.
3. Confirms all appointments within 24 hours of scheduled appointment and records result in the current system in accordance with established policy and procedure. Maintains patient recall systems to notify patients of annual reminders for appointments.
4. Performs a pre-registration process to capture/verify patient demographic, third-party insurance information with referral requirement/authorization, appropriate co-payments and/or designated amount due in ECW.
5. Documents patient cancellation and no shows using established clinic-specific guidelines in ECW or PMG. Works with patients to identify convenient times if an appointment needs to be rescheduled or canceled.
6. Checks in patients, confirms demographics and insurance, collects co-pays, and web enables patients.
7. Monitors patient flow within the reception area and actively monitors patient wait time. Partners with providers, nurses, medical assistants and social workers in assigning patients for same day, urgent care, and associated services.
8. Checks out patients. Schedules future appointments per provider’s instructions, prints patient summary, and directs patient to appropriate area(s), i.e. lab, financial counseling, etc.
9. Demonstrates mature judgment and complete confidentiality regarding patient’s medical information, keeping patient information (appointment lists, lab slips, and faxes) covered at all times.
10. Responsible for generating and tracking department-specific encounter forms, and ensures that all forms are ready for collection and delivery to billing according to policy and procedure. Reviews all encounter forms for completion including diagnosis and procedure codes (CPT code, ICD-9) and obtains provider signature.
11. Batches encounter forms at the designated time points throughout the workday, and matches encounter forms to the patients listed on that session’s appointment schedule (there should be an encounter form for every patient seen).
12. Provides follow-up for no-show patients: Calls patient; attempts to reschedule appointment; documents no show in current system. If unable via telephone, sends postcard via mail.
13. Responsible for the maintenance of clinic specific cash funds, balancing and submission of daily cash receipts. Maintains accurate posting and collection of self-pay fees and payments for services provided as indicated.
14. Responsible for clerical accuracy and documentation of clinic-specific orders, patient information, facilitating the completion of forms.
15. Maintains a clean, organized work environment and patient waiting area.
16. Photocopy, fax, or scan materials as required. Accesses computer and input data as required.
17. Monitors inventory of supplies and notifies unit coordinator of needs. Reports need for repair of equipment, telephone, computer, printer or any other resource required to perform job to the unit coordinator in a timely manner.
18. Participates in onboarding of new PACs as directed by the Practice Manager.
19. Attends staff meetings as required, and completes other duties as assigned.

Competencies

1. Able to work with minimal direction.
2. Possesses strong interpersonal skills and is able to effectively communicate with all levels within clinical departments.
3. Is detailed oriented and organized, with excellent follow through skills.
4. Practices excellent problem-solving skills and is a team player.
5. Bilingual in English and Spanish required.

Work Environment
This job operates in a clinical setting.

Physical Demands

Duties may include frequent reaching and handing. Will require sitting, standing and walking for extended periods of time.

Position Type/Expected Hours of Work
This position will operate on a Monday through Friday for 5 days 8:30am-4:30pm.

Up to two Evening shift from 11a-7p and Saturday shift from 8:30a-12:30p

Compensation: Expected range is $22-$23 per hour

Required Education and Experience

1. Required – High School Diploma or G.E.D (an Associate Degree is preferred).
2. At least 2-3 years demonstrated experience in an ambulatory environment.