Patient Service Coordinator

At Houston Methodist, the Patient Service Coordinator position is responsible for providing administrative support to the department while executing daily operations efficiently and accurately and performing duties of other office staff. In addition to providing oversight of department resources to align with budgetary goals and objectives. As well as to be responsible for performing patient check in/check out functions, appointment scheduling to facilitate the patient visit experience, processes related to insurance verification, authorization, and financial clearance. Responsibilities include performing more complex processes related to scheduling or other department-related protocols and serving as a role model and mentor to less experienced staff. This position supports timely, accurate claims submission and may perform registration and/or other revenue cycle functions. Other duties include providing general operations assistance and/or patient service tasks specific to the scope of the department.

FLSA STATUS
Non-exempt

QUALIFICATIONS

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

EXPERIENCE

• Four years customer service experience. Three years experience in a related role within healthcare (e.g., insurance)

SKILLS AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
• Conducts self in a professional manner at all times
• Strong analytical and problem solving skills
• Demonstrates a learning attitude toward solving problems, using good reasoning and judgment in a high stress environment
• Well-developed skills using independent judgment
• Demonstrates a positive demeanor, good verbal and written communication skills, and strong multi-tasking abilities
• Ability to work with peers in a team situation
• Professional handling of exposure to confidential/sensitive information
• Ability to collaborate with management, medical staff, and employees at all levels within the organization
• Ability to work under pressure and balance many competing priorities
• Proficient with word processing, spreadsheet, and presentation software
• Knowledge of current software(s) and computer systems relevant to facility management work orders systems required.
• Comprehensive knowledge of physician referral protocol and hospital policies and procedures
• Strong customer service, phone and scheduling skills
• Knowledge of basic medical terminology
• Working knowledge of revenue cycle components and insurance requirements for reimbursement

ESSENTIAL FUNCTIONS

PEOPLE ESSENTIAL FUNCTIONS

• Contributes to a positive work environment and to a dynamic, team-focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the interprofessional health care team by actively communicating and reporting pertinent patient care information and data in a comprehensive manner.
• Performs patient check-in/check-out functions. Obtains and inputs accurate scheduling and registration data to initiate financial clearance activities as needed. Performs more complex processes related to scheduling or other clinic-related protocols.
• Coordinates patient flow as directed with consistency, timeliness, and expert skill while meeting appropriate priority standards. Provides appropriate notification of issues that may result in service delays or denials. Handles add-ons, reschedules, and cancellations appropriately and as per department protocol.
• Functions as a role model and mentor for less experienced staff and serves as the next level resolution source for problems.

SERVICE ESSENTIAL FUNCTIONS

• Performs and coordinates multiple patient service functions on a daily basis to include any combination of the following: scheduling, insurance verification, and registration. May assist with obtaining clinical information, medical records, valid and complete orders or referrals, or other related tasks, resolving issues as needed. Contributes to patient, employee and physician satisfaction as well as effective revenue cycle process.
• Independently completes requests from management for routine changes in department processes, e.g., wayfinding, physical signs and online systems. Organizes and maintains department files, manuals and records to assure ready access to information.
• Uses excellent communication skills (verbal, non-verbal, written) to facilitate providing the highest quality service during every patient, physician, guest, employee, or other encounter. Responds promptly to requests by staff, patients, physicians, and other members of the patient care team. Recognizes and responds appropriately to urgent/emergent situations per protocols.
• Ensures accounts are financially secure by reviewing and documenting benefits, patient liabilities, authorization/pre-certification requirements, notification requirements, and other relevant information. Assists with resolving electronic health record (EHR) work queues that support insurance verification. Performs the various patient service duties specific to the workgroup, i.e., registration, insurance verification, scheduling, etc., as assigned

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Participates in department quality improvement processes. May assist management to assure Environment of Care rounds are performed. Contributes towards improving department/practice quality and safety scores.
• Serves as a liaison for the patient, medical staff, and third parties. Communicates to resolve patient access and quality service matters. Keeps open channels of communication with clinicians, patient, and service areas regarding action taken and resolution.
• Ensures patient information is conveyed to others appropriately while complying with patient confidentiality and HIPAA regulations. May assist clinical staff as per scope of the treatment center.

FINANCE ESSENTIAL FUNCTIONS

• Exhibits judicious use of department resources to maximize operational budget. Maintains and reconciles supply levels to ensure compliance with department budget operations while maintaining financial efficiency.
• Self-motivated to independently manage time effectively and prioritize daily tasks, minimizing team incidental overtime. Utilizes time efficiently and helps other team members.
• Accurately records information when performing functions such as charge entry, registration, scheduling, insurance verification/coordination, or obtaining authorizations or referrals to ensure financial objectives are met. Conducts front-end revenue cycle duties as directed. Educates patients and others regarding billing processes and potential financial responsibilities as necessary.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Seeks opportunities to identify self-development needs and takes appropriate action. Ensures own career discussions occur with appropriate management. Completes and updates the My Development Plan (MDP) on an ongoing basis.

SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE

• Uniform: No
• Scrubs: No
• Business professional: Yes
• Other (department approved): Yes

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below.

• On Call* No

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area Yes
• May require travel outside Houston Metropolitan area No