Sr. Patient Service Coord

Overview

Job Summary:

• Assist patients with scheduling appointments in an ambulatory clinical setting
• Answer phones courteously and promptly process patient requests
• Ensure accurate and complete messaging for appointments and information
• Maintain excellent customer service and telephone etiquette
• A supervisor is available for escalated issues

Education/Experience:

• High school diploma or GED required
• Two years of office or clerical work in customer service required
• Experience in a high-volume, fast-paced environment with phone and electronic messaging required
• Experience mentoring other employees preferred
• Medical terminology and bilingual in Spanish preferred

Licensure/Certification:

• Pass a departmental data entry test

Essential Functions:

1. Use computer programs to schedule, update, and cancel appointments
2. Provide backup for call answering and messaging across all departments within the regional pod
3. Ensure accuracy in registration data, billing, and authorization records
4. Collaborate with co-workers to achieve departmental goals
5. Screen calls, document scheduling information, and communicate with clinical departments
6. Assist with insurance documentation, form completion, and obtaining referring clinic documentation
7. Help develop and implement customer service improvements and problem-solving methods
8. Act as a liaison between patients, medical staff, and outside agencies
9. Perform additional duties as assigned

Skills/Qualifications:

• Strong oral and written communication skills
• Ability to multitask
• Problem-solving skills under stress
• Positive attitude in challenging situations
• Ability to maintain professional relationships with patients, physicians, co-workers, and supervisors

Work Environment:

• Medical office

Physical Requirements:

• Standing, walking, sitting, bending, reaching, hand dexterity, talking, hearing, and seeing
• Ability to lift, carry, push, or pull up to 20 lbs, 50 lbs, or 100 lbs