Patient Access Coordinator at Huggins Hospital in WOLFEBORO, New Hampshire

Job Description:

Under the immediate supervision of the Manager of Patient Access, is responsible for ensuring a positive patient experience while working in a Patient Solution Center comprised of centralized scheduling/registration for all appointments at Huggins Hospital Provider Practices, and a centralized call center for all Provider Practices. These two primary core functions with their associated responsibilities will be rotated on campus as per a schedule designed to foster optimal cross coverage.

Responsibilities

Responsible for scheduling, interviewing and pre-registering all patients utilizing Huggins Hospital Provider Services.

1 Answers all calls in Call Center relating to scheduling an appointment in any of the Huggins Hospital Practices. Possesses the knowledge necessary to properly introduce and share the bios of Providers at each Practice; the operational hours and geographic location of each practice; and assist the patient with their appointment needs in a way that upholds the access to Huggins that each patient deserves. Enters the appropriate demographic and insurance information into the Allscripts and Evident computer system to facilitate patient care and appropriate billing procedures.
2 Ensures the patients flow through the scheduling and registration systems as quickly and efficiently as possible.
3 Verifies eligibility for all insurances and completes the coordination of benefits according to the response.
4 Complete MSP for all Medicare patients and will document all necessary components within the patient chart.
5 Ensures all fiscal procedures are followed in a consistent manner by collecting co-payments when necessary and performing simple banking.

Check In, On-Site and Off-site locations :

1 Obtains necessary information related to the request for an appointment with Huggins Hospital providers.
2 Identifies and obtains all referrals required by managed care payers for requested appointment.
3 Identifies the need for pre-loading necessary information and demonstrates understanding of the proper workflow for preloading the medical record.
4 Schedules patient in Allscripts according to the patient's needs at time of call, aligning appointment selection type.

Ensures excellent patient service at all times.

1 Provides patient with all necessary information related to the scheduled appointment being mindful to ask if patient will require mobility or communication assistance.
2 Accepts and returns patient calls using appropriate telephone etiquette.
3 Ensure the patient's confidentiality is always maintained.
4 Answer the telephone, file, pre-load, and perform chart preparation and record retrieval as needed.
5 Provide the patient with appropriate educational materials related to the exam/appointment.
6 Prepares the patient verbally for the recommended use of the Follow My Health Portal and Health Grid functionality.
7 Utilizes the Allscripts EMR to appropriately document within the patient chart for provider correspondence related to the appointment and/or needs of the patient.
8 Appropriately communicates with providers and office, any questions or concerns related to the patient's service.
9 Answers telephone promptly and politely while identifying the department and person speaking. Take accurate and concise messages when appropriate and direct calls to the appropriate staff/department as needed with overall goal being to solution inquires as promptly as possible.
10 Affirms appointment location, time, and educates patient on what to expect at the appointment location in terms of screening, check in, etc.
11 Maintains all office machinery, placing service calls when necessary.
12 Able to answer basic billing inquiries and directs patient to the appropriate staff to address problems and establish payment plans.
13 Maintains a clean/safe office environment. Keeps office neat, clean, organized and free of clutter.

Ensuring all aspects of the patient's financial obligations are secured.

1 Performs insurance eligibility on all insurances and provides patients with co-payment amounts prior to the appointment.
2 Facilitates Financial Assistance as needed per patient.Qualifications

Education: High School Diploma or Equivalent
Experience: Prior experience in healthcare related institution and demonstrated computer skills preferred. Excellent interpersonal communication skills, and ability to be very detailed oriented.