Patient Coordinator

Summary:  Follows call center and front desk procedures in accordance with Virginia Women's Center's Service Standards of Excellence for Staff Members.  Call center/front desk procedures include but are not limited to appointment scheduling, check-in, and check-out.

Essential Duties and Responsibilities include the following.  Other duties may be assigned.

1. Greets patients and visitors in a prompt, courteous, and helpful manner.
2. Check in patients, verifies and updates insurance and demographic information in the computer.
3. Scans insurance cards, HIPAA and other documents and attaches to patient database.
4. Generates PIN and sends secure message to patient for portal registration. 
5. Schedules, coordinates, and reschedules patient appointments on the telephone, patient portal, or during check-out procedures.
6. Answers telephones, screens calls, takes messages, transfers to appropriate voice mail or provides necessary information.
7. Assists patients in navigation of patient portal.
8. Demonstrates efficient navigation of Electronic Medical Record and pertinent electronic applications.
9. Advises Business Office concerning patients with collection status.
10. Collects insurance co-payments/co-insurance, self-pay payments, budget agreement payments, and account balances.  Issues receipts and/or Self-pay agreements. 
11. Clarifies charges incurred and the insurance/billing processes.
12. Reviews orders for completeness and accuracy.
13. Maintains security procedures for money handling during the day; balances payment log against money received.
14. Compiles OB folders and other patient educational materials.
15. Maintains adequate inventory of necessary forms and supplies.
16. Attends required meetings.
17. Complies with Virginia Women's Center’s policies and procedures.  Follows guidelines required by HIPAA, OSHA regulations, and Red Flags Rule. Maintains appropriate attendance and punctuality as defined by Virginia Women's Center policies.

Qualifications

To perform this job successfully an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education, Experience and/or Licensure

High school diploma or general education degree (GED). One year related experience and/or training; or equivalent combination of education and experience.

Knowledge, Skills and Abilities

• Knowledge of receptionist tasks, office procedures, paperwork
• Knowledge of customer service concepts and office policies
• Knowledge of office cash payment policies and procedures
• Knowledge of grammar, spelling, and punctuation to type patient information
• Skill in operating a keyboard, fax, photocopy machine, and scanner
• Skill in answering the telephone in a pleasant and helpful manner
• Skill in maintaining departmental quality assurance and quality control standards
• Ability to stay current with numerous changing insurance company policies
• Ability to communicate with patients to ascertain patient information and scheduling needs
• Ability to organize and prioritize tasks effectively
• Ability to speak clearly and concisely
• Ability to read, understand and follow oral and written instruction
• Ability to establish and maintain effective working relationships with patients, employees, and the public
• Ability to maintain the strictest of patient confidentiality
• Ability to react calmly and effectively in emergency situations
• Ability to type 30 words per minute
• Accuracy in computer data entry and recording telephone messages

Physical Demands

Sitting for 7-8 hours/day.  Requires eye-hand coordination, finger dexterity.  Vision must be corrected to 20/20 and hearing must be in normal range.  Must be able to view computer screens for long periods. 

Work Environment

Work is performed in an office environment.  Involves frequent telephone contact with patients.  May be stressful at times.