Patient Service Team Coordinator MHUC

MedStar Health Urgent Care Position

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.

Part Time / 24 hours a week / 2 (12) Hour shifts a week

• Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.
• Acts as a backup resource for administrative positions in the practice, including but not limited to assisting with assigned staff where applicable. Offers assistance as needed to ensure medical practice operations run smoothly. Serves as liaison for leadership when dealing with PSC workflow issues.
• Recommends new or modified policies and procedures to reduce cost and / or improve staff performance. Works with practice leadership to modify and streamline workflows and improve other processes to create an efficient office.
• Prepares associate work schedules and arranges for adequate coverage to maintain optimum patient service.
• Assists in the development of department goals and objectives and ensures adherence to department policies, procedures, quality standards and safety standards.
• Serves 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. Ensures patient registration and appointment processes run smoothly and efficiently. Responsible for daily scheduling edits and for master scheduling. Responsible for oversight and coordination to ensure provider schedules are filled, correcting double booking, and identifying patients who are scheduled incorrectly.
• Responsible for the training, education and mentoring of PSC staff on medical office procedures including the use of IDX and Med Connect. Identifies opportunities for staff to develop customer service skills and delivers appropriate mentoring and training. Initiates service recovery as needed.
• Manages the intake of patients into the practice, screens for emergent conditions, registers, verifies insurance and explains patient responsibility regarding payment for services and co-pays. Collects copayment prior to care, posts time of service (TOS) payments, collects and reviews of all encounter forms and prepares charge batches as assigned. Ensures appropriate and timely status assignment of all appointments.
• Ensures a superior patient experience. Serves as a liaison between patients and staff. Resolves problems, conflicts, concerns, and complaints to attain maximum patient satisfaction. Answers the telephone in accordance with the policy and service expectations, provides telephone triage; disseminates messages appropriately utilizing available technology and prioritizes calls appropriately and timely escalating priority message as necessary.
• Prepares, updates, and copies forms, reports, and records on a routine basis; scans, imports, and indexes regularly to keep information flowing into patients' medical record. Thoroughly prepares patient charts in advance of appointments; ensures completeness of patient records. Reviews encounter forms daily for completeness and correctness. Addresses coding problems with providers. Alerts leadership if additional coding training is needed. Reviews mail daily. Ensures patient-related documentation to be indexed / scanned / imported to the EMR is completed expeditiously.
• Resolves fee ticket discrepancies by compiling and verifying all fee tickets against the Daily Charge Report and reviews the Kept Appointments with No Charges report daily by rerunning fee tickets and returning them to physicians when necessary to ensure all charges are entered into the Practice Management System.
• Ensures patients are contacted regarding missed appointments; monitors and tracks no shows and enters data into system.
• Performs check-out procedures by inputting patient charges and verifying patient demographic and insurance information, ensuring charges are entered in a timely manner in accordance with departmental procedures. Schedules appointments including follow up and referral appointments prior to patient leaving, as appropriate. Completes requisitions for tests, as applicable.
• Ensures office equipment is operational and reports any service needs to practice leadership and IS Help Desk as needed. Proactively communicates equipment or system issues with providers and practice leadership.
• Ensures optimal patient flow by managing variable and sometimes unpredictable patient volume throughout the day and by providing backup to other members of the team. Interacts effectively with colleagues, medical providers, and others to communicate essential / timely information and to ensure a high level of patient experience.
• Takes personal responsibility for the neat appearance of the work location to include front office, reception area, break room and other assigned areas assuring each area represents MedStar Health in a positive manner. Monitors office supplies and usage. Orders office supplies to maintain proper inventory levels while remaining within budget, handles mail and package receipts as well as professional correspondence for providers in a timely manner.
• Performs all user audits and functions related to staff inputting data into the Practice Management System. Performs assigned audit functions to ensure data is properly communicated to the billing company. Reviews and verifies daily TOS receipts, end of shift reconciliation, conducts an audit of services rendered to balance co-pays and superbills. Ensures cash security and cash balancing are properly maintained and completed. Makes daily deposit or serves as point of contact for courier pickup of deposit as assigned.
• Maintains current knowledge of technical and business developments and communicates relevant information to the group. Supports organization initiatives related to new technology, clinical programs and improving the patient experience. Seeks opportunities for improvement in all administrative processes and services.
• Participates in meetings and on committees as needed or assigned. Participates in multi-disciplinary quality and service improvement teams.
• Adheres to Medstar's high reliability organization (HRO) principles and embodies Just Culture standards.

Minimum Qualifications

Education

Experience

Licenses and Certifications

Knowledge, Skills, and Abilities

This position has a hiring range of $20.57 - $36.27