Patient Services Coordinator at Laurel Eye Clinic – Seneca, Pennsylvania

JOB SUMMARY: Responsible for greeting patients and visitors in a professional and courteous manner, in person and by telephone. Provides a friendly and efficient patient/visitor experience for every patient/visitor encountered each day, in person and by telephone. Responsible for scheduling, rescheduling and cancelling appointments, collecting all pertinent information (insurance and demographics), checking patients in and out, documenting appropriately all patient interactions, collection of monies owed and reconciliation of monies collected, keeping the reception area and work area neat and organized.

RESPONSIBILITIES:

1. Performs all duties for the specific PSC role assigned if applicable, such as check-in, float, check-out or phones.
2. Punches in and is ready to work based on assigned role as follows: check-in start time is 30 minutes before the first scheduled patient, float start time is 15 minutes before the first scheduled patient, and check-out start time is the appointment time of the first scheduled patient. Phones/call center roles punch in and log into the queue by their specific scheduled start time.
3. Remains flexible with shift end times regardless of assigned role as they are fluid and are determined by the unique events of each day. If scheduled for a closing phone/call center shift (4:30 p.m. end time), ensures there are no calls that are actively routing to the queue before logging out.
4. Works in any of the PSC roles as requested/assigned and assists any other PSC working in other PSC roles as needed.
5. Maintains proper opening and closing procedures per current company policies.
6. Properly prepares for each shift at least 1-2 days ahead to ensure adequate time to address any issues/errors or necessary patient contacts.
7. Proactively communicates with teammates, and other departments as appropriate, regarding possible patient service matters.
8. Understands medical and vision insurances as well as their individual requirements.
9. Prints and distributes daily schedules to all scheduled doctors for their assigned location and the tech station prior to the first patient.
10. Ensures patient doors are unlocked 15 minutes prior to the first scheduled patient.
11. Greets patients in a pleasant and professional manner.
12. Tracks patients in the reception area and communicates with them, as needed.
13. Obtains/verifies all patient demographic and insurance information for new and existing patients. Obtains/verifies any necessary signatures, referrals, authorizations, etc.
14. Accurately enters patient demographic and insurance information in the practice management system, including ensuring information is fully verified on at least an annual basis.
15. Scans and imports current insurance cards and photo identification in to the patient record.
16. Collects payments at check-in (balances due, copays, procedure fees, etc) and issues receipts.
17. Prints fee tickets and notifies clinical staff of the patient’s arrival in a timely manner.
18. Regularly monitors doctors’ schedules, making sure they are booked according to set protocols, and maintaining smooth patient flow throughout.
19. Answers telephone calls promptly (three rings) and in a courteous and professional manner.
20. Addresses the caller’s concerns either directly or by collecting enough pertinent information to direct the call to the appropriate personnel.
21. Triages emergency calls and determines the appropriate timeline for care based on established standards from LEC Doctors.
22. Properly schedules, reschedules and cancels appointments in the electronic schedule.
23. Facilitates scheduling of any ordered follow up appointments, whether within LEC or an outbound referral. Ensures appropriate documentation and release of records is in the patient’s record for any outbound referrals.
24. Collects any additional fees at check-out if actual services differ from the expected services.
25. Accurately posts daily charges and payments by the end of each day, excluding any minor office procedures or other charges that are pre-determined to require auditing.
26. Balances cash drawer twice daily – once at opening and again at closing. Properly logs the results of each on the provided form.
27. Completes end of day reconciliation of all monies collected, including correctly entering any bank deposit in the practice management system and as needed, prepares and delivers bank deposit to the appropriate financial institution.
28. Initiates appropriate messaging to no-show patients at the end of each day, appropriately documenting the communication in the patient’s record.
29. Reviews, copies, and distributes all correspondence received by mail, fax or inter-office delivery throughout the day.
30. Ensures all patients have exited the building before securing the doors and leaving.
31. Inspects waiting room(s) for neatness. Straightens chairs and picks up anything left behind by patients/visitors, such as trash and lost and found items. Waters plants/flowers.
32. Keeps marketing materials and post-mydriatic glasses organized and well stocked.
33. Maintains a neat and organized work area, free of clutter. Keeps personal items in available drawers or in employee-only spaces, such as the staff kitchen.
34. Keeps inventory of clerical and janitorial supplies and re-orders as necessary.
35. Medical Records responsibilities, including but not limited to, pulling paper charts for records releases as appropriate, scanning of testing and documents in to the patient record, etc. (Specific responsibilities vary by location)

ESSENTIAL SKILLS AND ABILITIES:

1. Provides excellent customer service experiences with compassion, dedication and integrity for the patients and visitors of the practice according to the current policies and procedures.
2. Demonstrates excellent communication skills in a variety of settings and styles, including but not limited to, written, verbal and non-verbal. Practices attentive, active listening and observation.
3. Treats patients, customers and coworkers with respect and empathy. Willing to help, train and participate as a team member while displaying a positive attitude and even temperament.
4. Begins work on time and conforms to work hours and assigned schedule. Limits excessive unscheduled absences and additional unpaid time off, in accordance with the applicable policy. Demonstrates reliability and dependability.
5. Displays a professional appearance and adheres to the dress code policy.
6. Speaks with good purpose, maintains confidentiality and does not participate in gossip and/or negativity.
7. Manages time effectively, pays attention to detail, keeps work areas organized and manages multiple tasks simultaneously.
8. Prioritizes job objectives appropriately when faced with unexpected obstacles.
9. Takes initiative to solve problems and complete tasks and projects. Makes accurate decisions.
10. Remains patient and calm when under pressure and dealing with a difficult patient and situation.
11. Motivated to succeed, innovative, supports quality improvement and responds well to direction and constructive criticism. Committed to company values.
12. Meets developmental goals by acquiring/maintaining certifications and professional growth.
13. Travels as needed with reliable transportation and willing to work flexible hours including evenings and weekends as needed.
14. Demonstrates proficient knowledge of computers and software applications, including basic typing and mathematical skills.
15. Adheres to all regulatory and compliance guidelines to mitigate any legal risk. Follows practice policies and procedures.
16. Able to read, write and fluently speak the English language.