Appointment Coordinator in ROCHESTER, New York at Rochester Regional Health

SUMMARY

As an Appointment Coordinator, you will play a central role in shaping our patients’ overall experience and level of satisfaction with Rochester Regional Health – outstanding customer service and organizational skills are keys to your success. You will interact regularly with patients, providers and payers throughout each patient's healthcare experience and collaborate with physician offices and clinical departments to provide continual patient support.

STATUS: Full-Time

LOCATION: Reidman Campus

DEPARTMENT: Communication Center

SCHEDULE: Monday - Friday 8am-4:30pm

RESPONSIBILITIES:

• Customer Service. Provide courteous, attentive and prompt service to all those you work with and support
• Collaboration. Work well with others in different departments and organizations to deliver a seamless, exceptional customer experience
• EMR (Electronic Medical Records) utilization. Proper use of an EMR to communicate with patients, caregivers, physicians and the community to schedule patient appointments, complete registrations and respond to inquiries
• Portal management. Enroll and activate patient portal accounts, answer questions and/or resolve any user issues
• Compliance. Ensure your work is compliant with all policies and procedures
• Collaborates to deliver a seamless, exceptional customer experience across a broad range of customer touch points, channels, processes, and applications. Works across multiple functions and with all levels of the organization.
• Responds to inbound interactions utilizing EMR to schedule patient appointments, registrations and inquiries following established protocols to ensure patient safety and data integrity.
• Utilizes EMR to proactively contact patients, caregivers, physicians and the community to schedule patient appointments, complete registrations and respond to inquiries following established protocols to ensure patient safety and optimize the revenue cycle.
• Processes effectively various EMR work queues by updating, deferring or editing information following established protocols and workflows.
• Communicates effectively using EMR messaging, utilizing appropriate smart phrases and workflows.
• Enrolls and activates patient portal accounts, including answering questions and/or resolving any user issues; escalating according to established process.
• Ensures own compliance with all contact center policies and procedures. Is open to constructive criticism and willing to work on areas identified as needing improvement.
• Complies with Health Insurance Portability and Accountability Act (HIPAA) at all times to safeguard protected health information.
• Perform other duties as directed

Minimum Qualifications:

• Embraces a culture of customer-centric behavior and innovation is critical for success in this role.
• Possesses strong customer service skills and the ability to demonstrate compassion and empathy. Knowledge of medical terminology preferred.
• Strong verbal and written communication skills including good voice quality, good diction, and articulation are strongly preferred. Knowledge of terminology used by insurance/managed care health plans preferred.
• Ability to multitask, handling phone conversations with consumers while accurately entering data in the computer while continuing to focus on the customer.
• Proficiency in use of computers.

Preferred Qualifications:

• Two (2) years customer service experience preferred, ideally in a health care setting.
• Associates Degree Preferred

PHYSICAL REQUIREMENTS: S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

PAY RANGE: $17.85 - $19.50

The listed base pay range is a good faith representation of current potential base pay for successful applicants. It may be modified in the future. Pay is determined by factors including experience, clinical licensure date, relevant qualifications, specialty, internal equity, location, and contracts.