Coordinator Patient Access - East Boston Neighborhood Health Center Corporation

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Time Type:

Department:

All Locations:

Description:

The PAC performs a wide variety of clerical and reception activities that support the delivery of services to patients/staff of the Pediatric department. PAC reports to the Operations Manager. A PAC works together with the pediatric staff to promote a positive atmosphere that enhances efficient workflow through good teamwork. They perform all patient registration-related activities, scheduling of appointments, external appointments and answering of telephones This includes the delivery of exceptional customer service and the accurate and comprehensive collection, verification, and data entry of demographic, insurance, and account information. The goal is to maximize health center revenues through accurate comprehensive demographic, and account information and verified insurance coverage while facilitating efficient patient flow within the Pediatric Department. The PAC will efficiently and professionally manage the telephone service, both incoming and outgoing calls an average of 400 calls per day for the department. They will promote excellent customer service skills to ensure quality services for both internal and external customers of the Department

Schedule: Monday - Friday, 8am-5pm with rotating evenings, weekends or holidays

Bilingual: Spanish/English required

Essential Duties & Responsibilities

• Interacts with patients and other staff members with courtesy, concern, respect, and sensitivity. Understands and practices the A.C.E. model by consistently demonstrating superior customer services to all internal and external customers
• Obtains and understands the registration process, calls for outside referrals, and is able to do all assigned functions including co-payments.
• Identifies and accurately verifies patient demographics, insurance, and account information at the time of the patient’s visit. Updates patient demographic, insurance and account information.
• Daily completion of insurance pre-verification process of scheduled patients according to department policies and procedures for role currently working in. Identifies and verifies patient demographic, insurance, and account information at the time of the patient’s visit. Edits patient demographic, insurance, and account information.  Consistently pays close attention to detail to be sure EPIC reflects the most accurate and up to date information and is able to recognize discrepancies or other issues needing to be addressed. Enters clear and accurate notes into EPIC based on outcome of the pre-verification for each patient.
• Facilitates efficient patient flow. Demonstrates ability to register patients at a quick pace to avoid long lines forming at the front desk without comprising the quality or accuracy of the
• Information entered in EPIC.
• Create new patient charts, print face sheet and assign chart location
• Observe all patients who present for registration and notify the clinical staff of anyone that may need immediate attention.
• Call 911  and/or  ambulance transport per clinical staff
• Calling other facilities, obtaining referral authorization numbers, and entering all information into Epic to generate a referral for all non- health center patients who present to Pedi sick visit clinic. Whether the visit is approved or not. 
• Collects, tracks, and data enters all Privacy notices, signatures of AOB/ROI and other notices
• Collects, tracks, and data enters all co-payments and other payments in the form of cash, checks, and credit card transactions following cash collection policy and procedures and promptly reporting any related issues. Consistently deposits cash collections at the end of each shift; keeps cash secured and maintains appropriate petty cash on hand at all times.
•  Actively refers uninsured/underinsured patients to the Enrollment Department to schedule appointments for patients to see an Enrollment Advisor.
• Consistently attempts to outreach all “non-health center” patients due to insurance changes prior to their scheduled appointment in order to facilitate the patient’s transfer back to a plan accepted at East Boston Neighborhood Health Center or to cancel the appointment.  If no contact is made effective documentation is made in EPIC to alert the receptionist checking in the patient.
• Facilitates efficient patient flow in the following manners; performing the pre-verification process and updating EPIC with correct information prior to the patient presenting for their appointment, handling patients who require phone calls to be made to their insurance company at their window
• Act as member services for new patients, pre-registration, assigning PCP’s and schedule NR appointments; pre-registers and schedules lactation appointments for Pediatrics and Family Med.  newborns; schedules Globe Santa appointments for  Pediatric and family Med patients
• Perform the check-out process for patients.   Checks out patients in the computer prior to the end of each day and enters requested follow up and/or wait list appointments upon check out. Prints additional labels as needed
• Reviews the DAR for completeness making sure all appointments in arrival status are in a completed status on a daily basis for end of day processing.
• Accurately schedules, reschedules and cancels appointments in EPIC system.
• Ability to change appointments from one Pediatric department to another and reprint labels in EPIC
• Maintains “wait list “appointments. Utilizes daily reports to identify pediatric patients who have not called to schedule their yearly RR’s or f/u appointments.
• Utilizes “moved Appointment reports” to notify patients of an appointment change i.e. provider vacation, illness, or schedule change etc.
• Verify Insurances prior to scheduling external appointments; with the knowledge that  BMC Health Net patients can only be scheduled at Boston Medical Health Center  for specialty appointments if BMC does not offer the requested services patients can be referred to CHMC only
• Process orders through the EPIC Order Entry System to schedule external specialty appointments for patients and forward supporting clinical documentation to outside facilities. BMC, MGH, CHMC, NEMC, Franciscan Children’s and all other’s.
• Forward the order to the Managed Care department for authorization “Flip the Flag”
• Enter all external appointments in EPIC, notify patients via telephone or computer generated letter in a timely manner.
• Answers phones in a courteous and professional manner, using the four part greeting.  Screens and redirects calls appropriately.  Manages telephone volume by monitoring queue light and logging into phone system.
• Composes and types detailed and accurate messages using staff messaging system.  . Manages automated appointment recall system (wait list appointments). Reviews emails received on a daily basis.
• Uses computer to schedule, cancel, and confirm appointments; to request records, to pull up and print information, and to communicate by e-mail. 
• Reviews providers’ schedules in advance to correct any errors.
• Distributes Faxes on a daily basis
• Assists with PE forms, letters and other clinical paperwork as directed by providers.
• Understands organizational structure of the pediatric Department and adheres to department policies and procedures (i.e., dress code, attendance, cell phone use, food at desk, etc.)
• Performs other duties as authorized (i.e. interpretation of demographic information etc.). Makes optimal use of standby time.
• Promotes a sense of “team wok” and contributes to the overall success of the department by assisting colleagues whenever possible.
• Work cooperatively and respectfully with other departments and staff at all levels of the organization.
• Demonstrates self-direction, self-motivation, and independence. Exercises excellent judgment, in knowing when and how to involve your supervisor, utilize all available resources before seeking assistance

EDUCATION:

• High School Diploma or G.E.D.  Vocational/technical training beyond high school in office management specific to medical office training.

EXPERIENCE:

• Would prefer prior work in a health care setting at least one year, telephone skills, knowledge of different insurance’s, appointment scheduling, and ability to multi-task.

SKILLS/ABILITIES:

• Computer skills.
• Working knowledge of different types of insurances. 
• The ability to work independently in fast-paced environment performing multiple tasks simultaneously.
• Excellent communication and problem solving skills; ability to interact with individuals at all levels.
• Knowledge of how a phone operates.
• Has ability to take a concise, correct message.
• Demonstrated telephone skills (i.e. call screening, message taking and giving), in a professional manner. 
• Familiarity with use of personal computer in a Windows environment preferred.
• Bilingual skills (Demographic level) required.