Patient coordinator

Job Description Summary

Acts as the initial point of contact via the telephone for all patients requesting information about rehab services, providing exceptional customer service and demonstrating call control while maintaining a high level of professionalism with each interaction. Answers phones, schedules appointments, registers and orients new patients, and conducts administrative activities to ensure a streamlined, accessible and convenient patient care environment.

Job Description

ESSENTIAL FUNCTIONS

1 - Manages Internal/External calls for the Rehabilitation Department
a) Knowledge of rehabilitation department, services offered, locations and staffing in order to accurately and efficiently manage the caller’s needs/inquiries.
b) Independently follows through with the caller’s request for information or services
c) Provides message management for patients, family and staff including relaying information, confirmation of services, and timely follow up
d) Displays an understanding/sensitivity of each caller’s unique situation
e) Acts as a front line liaison for all of rehab services
f) Performs clerical duties to assist with daily operations of the department including:
o Accurate and complete registration
o Scheduling appointments 
o Manage clinician’s schedules to pull new evaluations forward in the schedule or to manipulate times/convert appointment types in order to create additional appointments as needed or to clear schedules when requested from management team
o Manage waitlist for each location
o Manage scheduling Work Queues
o Data collection
o Daily departmental checklists

2. Departmental Workflow and Operations
a) Staff work together to facilitate smooth department workflow.
o Completes hand off communication with each shift change or time away from the front office
o Efficiently manages work schedule to accomplish assignments and activities before deadline
o Works independently with infrequent need for supervision
o Informs supervisor when not able to meet deadline
o Participates in the development of standard work for office functions and updates workbook as required
o Able to perform multiple work tasks efficiently and effectively 
o Able to maintain a high level of concentration at all times
o Able to be able to identify within themselves when they may need time away from the desk and to find the appropriate coverage
o Willing to help cover front desk at other department sites performing the following duties:
 Patient check in
 Scheduling
 Corresponds and schedules Interpreter service
 Copayment collection and reconciliation 
 Photocopying and filing
 Faxing and scanning

3. Communication
a) Greets and acknowledges all patients, family, visitors, and coworkers, both in the office and on the phone, with professionalism and directs to appropriate services
b) Communicates effectively with staff, peers, colleagues, patients, and family members
c) Answers all questions in a polite, professional manner or finds someone who can answer the question
d) Able to handle difficult patient or situations in a calm, professional manner
e) Alerts manager/clinician to any immediate departmental/patient issues
f) Appropriately uses all forms of South Shore Health communication in accordance with standard practices
g) Responds in a timely manner when feedback is requested

4. Educational Activities
a) Serves as mentor to new rehabilitation staff 
b) Actively participates in department projects/events/activities
c) Actively promotes rehabilitation services to frontline colleagues, patients, and families
d) Serves as ambassador for department to visitors (tours/observation of patient care)
e) Assists with continuous Quality Improvement activities, as directed
f) Takes responsibility for continuing education
g) Sets annual goals and aims to achieve

5. Technology and Learning
a) Possesses a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization
b) Embraces technological advances that allow us to communicate information effectively and efficiently based on role
c) Accurately uses software applications as needed for job performance

6. Professional Behaviors
a) Manage a professional and appropriate manner of conversation
b) Maintain composure during stressful situations
c) Effective interpersonal and communication skills
d) Complete assigned activities according to policies, practice guidelines and assigned deadlines
e) Utilizes critical thinking and problem solving in day to day operations as well as in emergent situations
f) Communicate appropriately and effectively following chain of command
g) Demonstrate dependability and flexibility in meeting scheduling needs of the department. 
h) Ability to work as part of the rehabilitation team

7. Non-Essential Functions
a) Demonstrates willingness to identify and/or assume activities relative to the developmental needs of the department and hospital 
b) Performs other duties as assigned

JOB REQUIREMENTS

Minimum Education - Required

High School Diploma/GED

Minimum Work Experience

One to two (1–2) years healthcare office experience required

knowledge of medical terminology preferred

Basic knowledge of insurance preferred