Patient Access Coordinator, Supervisor

The Patient Access Coordinator Supervisor is a key role in the center’s aim to deliver patient-centered, coordinated, team-based health care. They are responsible for completing all front desk functions efficiently and professionally including appointment scheduling,patient registration and telephone management. The Registration Supervisoris expected to demonstrate a high level of interpersonal, customer service, and communication skills to staff and patients. Theywill work closely with other staff in the health center to maintain flexibility with work schedules in order to meet clinic needs during hours of operation.

Essential Functions

1. Demonstrates a level of professionalism, communication, and interpersonal skills to troubleshoot escalated administrative situations within the scope of the role.

2. Assists with the coordination of daily tasks and responsibilities to ensure that they are completed correctly and in a timely fashion to optimize workflow.

3. Takes an active role in the implementation of new administrative initiatives and/or projects for the department and becomes an expert user as needed.

4. Proactively takes initiative to identify workflow challenges and effectively collaborate with the Practice Manager and administrative staff on a resolution.

5. Communicates effectively with patients and staff to correct issues, misunderstandings, or discrepancies that may affect patient care.

6. Supports the coordination of work schedules for the department front desk and call center.

7. Ability to train and orient new administrative staff.

8. Responsible for creating and managing additional schedules to include the PAC rotating Saturday schedule.

9. Ensures staffing is scheduled to cover the front desk during all business hours (Including Saturdays), or personally covers the shift.

10. Greets patients in a friendly, welcoming, and professional manner.

11. Answers all telephone calls and inquiries for the clinic in customer service oriented, professional manner and direct as appropriate, taking detailed and accurate messages when necessary.

12. Schedules all available appointment slots accurately and in accordance with established clinic-specific guidelines in ECW or PMG.

13. Confirms all appointments within 24 hours of scheduled appointment and records result in the current system in accordance with established policy and procedure.

14. Performs a pre-registration process to capture/verify patient demographic, third-party insurance information with referral requirement/authorization, appropriate co-payments and/or designated amount due in ECW. Schedule new patient appointment in either ECW or PMG depending on clinic.

15. Schedules follow-up patient appointments per provider’s instructions.

16. Documents patient cancellation and no shows using established clinic-specific guidelines in ECW or PMG.

17. Checks patients in, confirms demographics and insurance, collects co-pays, and web enables patients.

18. Monitors patient flow and wait time within the reception area, and responds to patient questions about wait time.

19. Checks patients out. Schedules future appointments, prints patient summary, directs patient to appropriate area(s), i.e. lab, financial counseling, etc.

20. Demonstrate mature judgment and complete confidentiality regarding patient’s medical information. Keeps patient information (appointment lists, lab slips, and faxes) covered at all times and refrains from discussing patient information in public areas, etc.

21. Generates department-specific encounter form.

22. Batches encounters and ensures that all forms are ready for collection and delivery to billing according to policy and procedure.

23. Tracks encounter forms and compares with appointment schedule. Reviews all encounter forms for completion including diagnosis and procedure codes (CPT code, ICD-9) and provider signature.

24. Batches encounter forms at the designated time points throughout the workday, and matches encounter forms to the patients listed on that session’s appointment schedule (there should be an encounter form for every patient seen). Notifies clinical staff/providers of any missing forms. Completes batch summary logs and submit to Billing Department.

25. Maintains patient recall systems to notify patients of annual reminders for appointments.

26. Provides follow-up for no show patients: Calls patient to reschedule appointment; documents no show in current system. If unable via telephone, sends postcard via mail.

27. Works with patients who reschedule or cancel to identify a convenient time to book another appointment.

28. Maintains clinic specific cash funds, balancing and submission of daily cash receipts. Maintains accurate posting and collection of self-pay fees and payments for services provided as indicated.

29. Manages patient flow, partnering with providers, nurses, medical assistants and social workers in assigning patients for same day, urgent care, and associated services.

30. Responsible for clerical accuracy and documentation of clinic-specific orders, patient information, facilitating the completion of forms.

31. Maintains a clean, organized work environment as well as the patient waiting area.

32. Photocopies, faxes, or scans materials as required. Accesses computer and inputs data as required.

33. Monitors inventory of supplies and notify unit Supervisor of needs. Reports need for repair of equipment, telephone, computer, printer or any other resource required to perform job to the unit Supervisor in a timely manner.

34. Attends staff meetings as required.

35. Participates in the onboarding of new PACs as directed by the Practice Manager.

36. Other duties as assigned.

Competencies

1. Presents as a team player. Is self-directed, self-confident, and able to work with minimal direction.

2. Possesses strong interpersonal and problem-solving skills; able to effectively communicate with all levels within clinical departments.

3. Displays detailed oriented and organized work ethic with excellent follow through skills.

Work Environment

This position operates in a clinical setting.

Physical Demands

This position requires the ability to lift and carry up to 20 pounds. Frequent standing, walking, and reaching required.

Position Type/Expected Hours of Work

This position operates on a 37.5-hour workweek basis. Occasional evenings and weekends may be required.

Required Education and Experience

1. High School Diploma or a GED required. Associate’s Degree preferred.

2. Minimum of 2-3 years demonstrated experience in an outpatient medical office environment required.

Other Duties
Note this job description is not designed to cover a comprehensive listing of duties that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice.

EEO Statement

The Dimock Center values diversity and its committed to equal employment opportunity regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status protected by law.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Boston, MA: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Outpatient medical office environment: 2 years (Required)

Language:

• Spanish (Preferred)
• English (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: One location