MedStar Research Institute, Inc.
Patient Service Team Coordinator MHUC
MedStar Research Institute, Inc., Baltimore, Maryland, United States, 21276
Overview
MedStar Health Urgent Care is committed to providing world-class, compassionate care to every patient, every time, at every touch point during the experience. All associates are accountable for their role in meeting patient experience standards. Oversees and coordinates all administrative matters relating to financial and personnel operations for a designated ambulatory practice or department. Coordinates patient scheduling, registration, and managing patient overflow. Oversees daily functions of assigned administrative staff, management of office supplies, customer service and service recovery, and daily operations workflow. Where applicable, may be responsible for assisting in supervising call center staff. Responsibilities
Contribute to the achievement of established department goals and objectives and adhere to department policies, procedures, quality standards, and safety standards. Comply with governmental and accreditation regulations. Act as a backup resource for administrative positions in the practice, including assisting with assigned staff where applicable. Provide assistance to ensure medical practice operations run smoothly. Serve as liaison for leadership when dealing with PSC workflow issues. Recommend new or modified policies and procedures to reduce cost and/or improve staff performance. Work with practice leadership to modify and streamline workflows and improve processes to create an efficient office. Prepare associate work schedules and arrange for adequate coverage to maintain optimum patient service. Assist in developing department goals and objectives and ensure adherence to department policies, procedures, quality standards and safety standards. Serve as proficient superuser of IDX including obtaining referrals, scanning financial documents into the patient\'s account, collecting co-pays as well as collecting for self-pay services. Ensure patient registration and appointment processes run smoothly and efficiently. Responsible for daily scheduling edits and for master scheduling. Oversee provider schedules to ensure they are filled, correct double bookings, and identify patients scheduled incorrectly. Train, educate and mentor PSC staff on medical office procedures including the use of IDX and Med Connect. Identify opportunities for staff development and deliver mentoring and training. Initiate service recovery as needed. Manage patient intake, screen for emergent conditions, register, verify insurance and explain patient responsibility regarding payment for services and co-pays. Collect copayments prior to care and post time of service payments; prepare charge batches as assigned. Ensure appropriate and timely status assignment of all appointments. Ensure a superior patient experience and serve as liaison between patients and staff. Resolve problems, conflicts, concerns, and complaints to attain maximum patient satisfaction. Answer telephones per policy and service expectations, provide telephone triage, disseminate messages, prioritize calls, and escalate as necessary. Prepare, update, and copy forms, reports, and records; scan/import/index to keep information flowing into the EMR. Ensure patient charts are prepared in advance of appointments and complete patient records. Review encounter forms for completeness and correctness; address coding problems with providers and alert leadership if additional coding training is needed. Review mail daily and ensure patient-related documentation is indexed/scanned/imported to the EMR promptly. Resolve fee ticket discrepancies by verifying fee tickets against the Daily Charge Report and review the Kept Appointments with No Charges report daily; rerun tickets as needed. Ensure all charges are entered into the Practice Management System. Ensure patients are contacted regarding missed appointments; monitor no-shows and enter data into the system. Perform check-out procedures by inputting patient charges and verifying demographics and insurance information. Schedule follow-up and referral appointments as appropriate; complete requisitions for tests as applicable. Ensure office equipment is operational and report service needs to leadership and IS Help Desk as needed. Communicate equipment or system issues with providers and leadership. Maintain optimal patient flow by managing variable volume and providing backup to team members. Maintain a professional appearance of the work location and manage office supplies within budget. Perform user audits and audits of staff inputting data into the Practice Management System; ensure data is properly communicated to the billing company. Conduct daily TOS receipts, end-of-shift reconciliation, and audits of services rendered to balance co-pays and superbills. Maintain cash security and balancing; handle daily deposits as assigned. Stay current with technical and business developments and support organization initiatives related to new technology, clinical programs, and patient experience improvements. Participate in meetings and committees as needed; contribute to multi-disciplinary quality and service improvement teams. Adhere to high reliability organization (HRO) principles and Just Culture standards. Qualifications
Minimum Qualifications
Education Bachelor\'s degree in healthcare administration or related field preferred One year of relevant education may be substituted for one year of required work experience Experience 3-4 years in a healthcare setting, including experience in an ambulatory care medical office environment with extensive use of computerized schedules and electronic records required Working knowledge of IDX/GE centricity business systems preferred Licenses and Certifications CPR - Cardiac Pulmonary Resuscitation (includes BLS and NRP) for healthcare providers from either the American Heart Association (AHA) or American Red Cross within 90 days required Additional unit/specialty certifications may vary by department or business unit Knowledge, Skills, and Abilities Excellent interpersonal communication, customer service, and telephone etiquette. Effective oral and written communication; able to work in a high-pressure environment, organize and prioritize work, and support multiple medical providers Knowledge of medical terminology, ICD-9-CM and CPT coding; understanding of insurance policies and regulations; capable of operating a multi-line telephone system Proficient in electronic medical records, scheduling systems, and standard healthcare systems Strong understanding of Medical Assistance, Managed Care and Medicare; able to lead administrative office staff and processes This position has a hiring range of $20.57 - $36.27
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MedStar Health Urgent Care is committed to providing world-class, compassionate care to every patient, every time, at every touch point during the experience. All associates are accountable for their role in meeting patient experience standards. Oversees and coordinates all administrative matters relating to financial and personnel operations for a designated ambulatory practice or department. Coordinates patient scheduling, registration, and managing patient overflow. Oversees daily functions of assigned administrative staff, management of office supplies, customer service and service recovery, and daily operations workflow. Where applicable, may be responsible for assisting in supervising call center staff. Responsibilities
Contribute to the achievement of established department goals and objectives and adhere to department policies, procedures, quality standards, and safety standards. Comply with governmental and accreditation regulations. Act as a backup resource for administrative positions in the practice, including assisting with assigned staff where applicable. Provide assistance to ensure medical practice operations run smoothly. Serve as liaison for leadership when dealing with PSC workflow issues. Recommend new or modified policies and procedures to reduce cost and/or improve staff performance. Work with practice leadership to modify and streamline workflows and improve processes to create an efficient office. Prepare associate work schedules and arrange for adequate coverage to maintain optimum patient service. Assist in developing department goals and objectives and ensure adherence to department policies, procedures, quality standards and safety standards. Serve as proficient superuser of IDX including obtaining referrals, scanning financial documents into the patient\'s account, collecting co-pays as well as collecting for self-pay services. Ensure patient registration and appointment processes run smoothly and efficiently. Responsible for daily scheduling edits and for master scheduling. Oversee provider schedules to ensure they are filled, correct double bookings, and identify patients scheduled incorrectly. Train, educate and mentor PSC staff on medical office procedures including the use of IDX and Med Connect. Identify opportunities for staff development and deliver mentoring and training. Initiate service recovery as needed. Manage patient intake, screen for emergent conditions, register, verify insurance and explain patient responsibility regarding payment for services and co-pays. Collect copayments prior to care and post time of service payments; prepare charge batches as assigned. Ensure appropriate and timely status assignment of all appointments. Ensure a superior patient experience and serve as liaison between patients and staff. Resolve problems, conflicts, concerns, and complaints to attain maximum patient satisfaction. Answer telephones per policy and service expectations, provide telephone triage, disseminate messages, prioritize calls, and escalate as necessary. Prepare, update, and copy forms, reports, and records; scan/import/index to keep information flowing into the EMR. Ensure patient charts are prepared in advance of appointments and complete patient records. Review encounter forms for completeness and correctness; address coding problems with providers and alert leadership if additional coding training is needed. Review mail daily and ensure patient-related documentation is indexed/scanned/imported to the EMR promptly. Resolve fee ticket discrepancies by verifying fee tickets against the Daily Charge Report and review the Kept Appointments with No Charges report daily; rerun tickets as needed. Ensure all charges are entered into the Practice Management System. Ensure patients are contacted regarding missed appointments; monitor no-shows and enter data into the system. Perform check-out procedures by inputting patient charges and verifying demographics and insurance information. Schedule follow-up and referral appointments as appropriate; complete requisitions for tests as applicable. Ensure office equipment is operational and report service needs to leadership and IS Help Desk as needed. Communicate equipment or system issues with providers and leadership. Maintain optimal patient flow by managing variable volume and providing backup to team members. Maintain a professional appearance of the work location and manage office supplies within budget. Perform user audits and audits of staff inputting data into the Practice Management System; ensure data is properly communicated to the billing company. Conduct daily TOS receipts, end-of-shift reconciliation, and audits of services rendered to balance co-pays and superbills. Maintain cash security and balancing; handle daily deposits as assigned. Stay current with technical and business developments and support organization initiatives related to new technology, clinical programs, and patient experience improvements. Participate in meetings and committees as needed; contribute to multi-disciplinary quality and service improvement teams. Adhere to high reliability organization (HRO) principles and Just Culture standards. Qualifications
Minimum Qualifications
Education Bachelor\'s degree in healthcare administration or related field preferred One year of relevant education may be substituted for one year of required work experience Experience 3-4 years in a healthcare setting, including experience in an ambulatory care medical office environment with extensive use of computerized schedules and electronic records required Working knowledge of IDX/GE centricity business systems preferred Licenses and Certifications CPR - Cardiac Pulmonary Resuscitation (includes BLS and NRP) for healthcare providers from either the American Heart Association (AHA) or American Red Cross within 90 days required Additional unit/specialty certifications may vary by department or business unit Knowledge, Skills, and Abilities Excellent interpersonal communication, customer service, and telephone etiquette. Effective oral and written communication; able to work in a high-pressure environment, organize and prioritize work, and support multiple medical providers Knowledge of medical terminology, ICD-9-CM and CPT coding; understanding of insurance policies and regulations; capable of operating a multi-line telephone system Proficient in electronic medical records, scheduling systems, and standard healthcare systems Strong understanding of Medical Assistance, Managed Care and Medicare; able to lead administrative office staff and processes This position has a hiring range of $20.57 - $36.27
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