Office Coordinator
This job profile is not included in a recognized pathway.
Description
Responsible for welcoming patients upon arrival, promoting the usage of new and emerging consumer-friendly technologies, educating patients on their copayments and financial obligations and collecting payments when applicable, scheduling subsequent appointments within the continuum of care, connecting patients to financial advocacy resources when appropriate, updating patient's demographics and insurance coverage information, insurance verification, dental prior authorizations for treatment, managing dental referrals, and promoting an overall culture of service excellence. This position displays strong customer service skills that ensure that patients and family members have the desired experience.
This position is also responsible to provide back-up coverage to the patient services representatives in the clinic and will be the lead trainer for employees in those roles.
Tasks
- Provide a warm greeting for all patients
- Answers phones timely, in a polite manner, while continually providing excellent patient experiences
- Responsible for welcoming patients upon arrival, promoting the usage of new and emerging consumer-friendly technologies, educating patients on their copayments and financial obligations and collecting payments when applicable, scheduling subsequent appointments within the continuum of care, connecting patients to financial advocacy resources when appropriate, updating patient's demographics and insurance coverage information, and promoting an overall culture of service excellence
- Display strong customer service skills that ensure that patients and family members have the desired patient experience
- Help patients navigate the healthcare system by providing clear and understandable instructions. Provides follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care
- Assist patients in education of financial responsibility and connect them to advocacy resources as needed
- Obtain signature of patient or family member for consent to treatment and financial responsibility following the Health Insurance Portability and Accountability Act (HIPAA) rules and regulations
- Collect copayments and any other applicable patient payments at the point of service
- Completes pre-operative forms accurately and timely
- Monitors message box and voicemail boxes to ensure timely appropriate responses to patients
- Participates in utilizing updated EHR workflows and data collection processes for program initiatives
- Independently uses problem solving skills to resolve issues related to the completion of duties
- Acts as a liaison between the dentist, the patient, and billing, and assists in coordinating treatment plans
- Negotiates financial arrangements with patients using sliding fee and good faith estimates. Determines dental benefits and eligibility, limitations, and payment estimates necessary to facilitate financial arrangements
- Maintains patient’s referral records following all referral processes and organizational policies and procedures, and ensures referrals are completed in a timely manner.
- Requests patients’ consult report from referring provider offices and/or hospitals, vendors, other medical facilities as requested.
- Reviews incoming referrals for relevance and attaches the referral to the correct patient’s chart and assigns the referral to the proper healthcare professional for review.
- Receives messages from providers, nurses, and clinical team members when a prior auth is needed and works through the prior auth process with insurance companies in a timely manner.
- Contacts insurance companies to verify patient’s insurance eligibility, benefits, and requirements.
- Obtains, tracks, and follows up on pending authorizations and documents status, auth numbers, and prior auth details accordingly in the EHR
- Communicates closely with the clinical team, providers, and the patient with prior auth approvals, denials, next steps, and scheduled appointments. Works closely with providers and clinical teams on denials and submits additional information and documentation necessary for approval
- Displays excellent verbal and written communication ensuring it is clear, concise, and appropriate
- Follows all rules regarding giving medical advice, clinical responses, and identifying emergent symptoms/diagnoses.
- Provides assistance in the office as needed for coverage in the following duties:
- Acts as receptionist for patients and visitors and serves as central contact person for telephone calls and distribution point for communication
- Assist with administrative duties in the office including but not limited to scanning of medical records and faxing
- Schedule or connect patient to resources to schedule for ancillary services at checkout
- Confirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries
- Conducts patient check-in to collect accurate financial, biographic and demographic information for registration
- Promote patient portal and assist patients in registration when applicable
- Confirm and/or update patient registration information and follow-up appointments at checkout
- Appropriately distribute / triage phone calls to other areas and / or clinical providers
- Accurately enters phone messages, that may require the use of medical terminology, for nurses and providers
- Participates in staff development to maintain skills
- Provide coverage at all UPC clinics as requested and/or needed
Qualifications / Education
EDUCATION/EXPERIENCE
- High School Diploma or equivalent required
- Clerical certificate or degree is preferred
- Must posses excellent professionalism, interpersonal skills, customer service skills, written and oral communication skills, listening skills, and organizational skills
- Experience in a medical/dental office setting and medical/dental office tasks preferred
- Experience with eClinicalWorks (EHR) preferred
- Knowledge of medical and dental terminology preferred
