Patient Access Coordinator I

GENERAL SUMMARY :

The Patient Access Coordinator I functions as an administrative staff expert in

coordinating services on behalf of the patient and delivering excellent customer service

in collaboration with the service area team including physicians, advanced practice

providers, supportive services staff, and other support staff within a disease or service -

specific model of care to create a high quality, efficient, safe, and exceptional patient

experience.

The Patient Access Coordinator will develop relationships and processes to support

intake and ongoing coordination of care for patients. Regularly interacts with and is

responsible for maintaining constructive lines of communication with patients, family

members and caregivers, disease or service area specific providers and team

members, HFHS Physicians, and Community Physicians and office staff. Actively

contributes to an organizational culture committed to the highest degree of service

excellence to all customer groups.

PRINCIPLE DUTIES AND RESPONSIBILITIES :

1. Provide World Class Service Excellence

• Warm patient greeting and closing (AIDET)
• Service recovery (HEART)
• Adheres to Chief First Impressions Officers (CFIO) standards
• Adheres to Front Line Staff dress code at all times

2. Create a daily environment that fosters a warm, welcome feeling to patients and

their families. Develop rapport with patients and family / caregivers when contacting

them to arrange services.

3. Collaborate with other health care team members including physicians, nurses,

advanced practice providers, social workers, financial counselors, community health

workers, nurse navigators, and ancillary and other support staff to ensure optimal

quality of care and patient satisfaction both internal and external to the

organization.

4. Assist the team and patients in the multidisciplinary treatment approach using the

disease or service area specific care pathway as a guide :

Facilitate and operationalize processes designed to foster barrier free access to

appointments and service for referring physicians

Initiate contact and maintain relationships with incoming patients and families.

This includes, but is not limited to, assisting prior to visit with directions,

accommodations i.e., hotel or guest apartments, and way-finding while on the

campus. Send out patient itinerary and wayfinding information through traditional

methods and new technology that becomes available.

• Coordinate all required patient services :
• Pre-appointment work-up (registration; insurance authorizations; gathering

records, testing, and tissue)

Appointments for office visits, procedures, and tests across any setting of

care or type of treatment. Requests for services may come in by phone, by

referral work queue, by online form, or other portals.

• Post-appointment follow up across any setting of care or type of treatment
• Other required services and support in progressing the patient along the care

pathway, such as coordinating appointments, sending out testing paperwork,

etc.

EDUCATION / EXPERIENCE REQUIRED :

• High School diploma or G.E.D. equivalent required.
• Associates Degree or two years of college experience preferred.
• Minimum of 3-5 years progressively more responsible related work experience

necessary in order to gain in-depth understanding of organizational policies,

procedures, and operations in order to assume a variety of high-level administrative

details.

• Proven performance in working collaboratively in a multidisciplinary team.
• Knowledgeable of medical electronic information registration and appointment

scheduling systems.

• Epic registration experience preferred.
• Must possess a positive attitude.
• Able to apply problem solving and critical thinking skills.
• Must possess strong organizational skills.

CERTIFICATIONS / LICENSURES REQUIRED :

Must meet or exceed core customer service responsibilities, standards and behaviors as

outlined in the HFHS’ Customer Service Policy and summarized below :

• Communication
• Ownership
• Understanding
• Motivation
• Sensitivity
• Excellence
• Teamwork
• Respect

Must practice the customer skills as provided through on-going training and in-services.

Must possess the following personal qualities :

• Be self-directed
• Be flexible and committed to the team concept
• Demonstrate teamwork, initiative and willingness to learn
• Be open to new learning experiences
• Accepts and respects diversity without judgment
• Demonstrates customer service values

PHYSICAL DEMANDS / WORKING CONDITIONS :

Normal office environment with minimal exposure to noise, dust, or extreme

temperatures.

Additional Information

Organization : Henry Ford Medical Group

Department : HFCI Detroit Market Admin

Shift : Day Job

Union Code : Not Applicable