Fiscal Program Coordinator

Description

POSITION SUMMARY

Function as the first point of contact for all patient inquiries regarding the following fiscal programs, Pharmacy Good Faith Estimates (GFE), Sliding Fee Program (SFP) applications, and Pharmacy Hardship Programs. Coordinate with patients and internal departments in order to maintain and streamline the interaction between patients and eligible fiscal programs.

PRIMARY ACCOUNTABILITIES

Achieve Results

1. Ensure all patients served experience a high level of customer satisfaction and care.
2. Provide support for additional administrative and within the business office, maintaining an acceptable level of productivity and consistency with all tasks as assigned.

Operational Excellence

1. Ensure that all records collected, processed, entered, and filed are done in a timely, accurate manner.
2. Ensure and uphold the confidentially requirements of all patient records and manage all daily task and activities consistent with HIPAA, state and federal laws and regulations, as well as the clinic’s policies and regulations regarding confidentiality and security.

Relationships

1. Develop and ensure effective, positive relationships within and among the clinic staff, patients, vendors, contractors, and related resources.

Stewardship and Professionalism

1. Ensure all actions, job performance, personal conduct and communications represent the organization professionally.
2. Uphold and ensure compliance with and attention to all corporate policies and procedures, and the organization's mission and values.

PRIMARY TASKS & DUTIES

1. Effectively manage incoming calls as the primary point of contact for pharmacy program Good Faith Estimates (GFE), Pharmacy Hardship Requests, and, when appropriate, route calls to the appropriate personnel for further assistance.
2. Obtain current insurance information for patient visits to maintain compliance with The No Surprises Act.
3. The ability to answer patient inquiries about their account information.
4. Understand basic information on an insurance company’s explanation of benefits.
5. Informs/educates patients and offers applications for appropriate programs. Screen submitted applications for completion.
6. Utilize computers, adding machines, fax machines, phones, and other related office equipment in the fulfillment of assigned duties.
7. Communicate verbally and/or by writing with staff members, patients, and their families.
8. Maintain accurate, thorough filing of all paperwork.
9. Participates in meetings and training as required.
10. Other duties as assigned.

ESSENTIAL FUNCTIONS/KEY COMPETENCIES                      

1. Function in a multi-tasking, multiple priorities environment, while maintaining accuracy and attention to detail.
2. Communicate with a diverse, sometimes difficult, patient/customer population. Will be required to successfully manage patients and families in often stressful situations.
3. Utilize a wide variety of office technology and tools to collect, enter, process, file patient information and documentation.

Qualifications

POSITION REQUIREMENTS

Education

• High School diploma or equivalent. Must be able to speak read, write, and understand English.

Professional

• Demonstrated success in communication, customer service or working with the public, preferably in a medical office or pharmacy.
• Demonstrated success in managing difficult customer situations.
• Demonstrated success in general computer competence including basic Word and potential to be trained on specific software for patient information, billing, and communication.
• Knowledge of medical terminology preferred.
• Epic EMR experience preferred.
• Basic insurance knowledge preferred.

Physical/Environmental

• Ability to interact with computer screen for up to six hours at a time (visual acuity required).
• Must have manual dexterity for use of keyboard. Ability to remain stationary for periods of up to four hours. Ability to communicate via phone, mail and in person to resolve disputes, solve problems, etc.
• Capacity to function in a sometimes stressful, multi-tasking environment