Patient Service Coordinator Ambulatory I - FOH, Float Pool - Hennepin County Medical Center

Hennepin Healthcare is an integrated system of care that includes HCMC, a nationally recognized Level I Adult Trauma Center and Level I Pediatric Trauma Center and acute care hospital, as well as a clinic system with primary care clinics located in Minneapolis and across Hennepin County. The comprehensive healthcare system includes a 473-bed academic medical center, a large outpatient Clinic & Specialty Center, and a network of clinics in the North Loop, Whittier, and East Lake Street neighborhoods of Minneapolis, and in the suburban communities of Brooklyn Park, Golden Valley, Richfield, and St. Anthony Village. Hennepin Healthcare has a large psychiatric program, home care, and operates a research institute, philanthropic foundation, and Hennepin EMS. The system is operated by Hennepin Healthcare System, Inc., a subsidiary corporation of Hennepin County. 

Equal Employment Opportunities: We believe equity is essential for optimal health outcomes and are committed to achieve optimal health for all by actively eliminating barriers due to racism, poverty, gender identity, and other determinants of health. We are committed to equitable care and working in an environment that celebrates, promotes, and protects diversity, equity, inclusion, and belonging. We are committed to bringing in individuals with new cultural perspectives to assist in creating a more equitable healthcare organization.

SUMMARY
We are currently seeking a PSC Ambulatory I-FOH to join our Float Pool team. This full-time role will primarily work on-site (SHIFT: Day).  

Purpose of this Position: The purpose of this position is to provide a welcoming experience for patients and their families. The main objectives of this position are to meet and exceed patient expectations as it relates to front desk procedures; to act and communicate in a professional and positive manner to patients, providers and care team staff; and to provide team-oriented support to staff to assist in meeting overall HHS registration quality goals. This is a high patient volume, multi-tasking position, with afternoon, evening and weekend hours.

RESPONSIBILITIES

• Welcomes patients and guests in a friendly manner, following the “I am Welcomed” standard workflow
• Provides navigation assistance to all patients and guests 
• Utilizes the electronic health record accurately and efficiently to perform the following functions:
  • Patient Check-in
  • Point of Service Collections (Co-payments, Self-pay, and outstanding balances)
  • Registration
  • Patient Check-out (Schedule following the standard processes)
  • Verify insurance accuracy through RTE (Real Time Eligibility) and Benefit Engine
• Ensures personal workspace and patient waiting areas are neat and sanitized.
• Responsible for handling patient financial transactions
  • Cash Box
  • Cash Collections 
  • Credit/Debit card transactions
  • Daily reconciliation
• Promotes the organization and assists in maintaining clinic efficiency
• Check-out patients 
• Provide scheduling support for contracted providers and specialty departments
• Provide support for providers with requests and urgent needs
• Manages special patient needs upon request   
• Maintains Clerical Pool In-basket messages; messages are completed appropriately based on the SLA (Service Line Agreement) and urgency of the message
• Receives and creates encounters for medical forms and delivers them to the clinical team
• Assist with processing of time sensitive patient’s needs, such as patient forms, etc.
• Perform other duties as assigned

QUALIFICATIONS
Minimum Qualifications:

• High School Diploma or equivalent
• At least one year of experience in related field and/or six months of Front of House experience
• One year of customer service experience

Preferred Qualifications:

• Ability to work cohesively, effectively, and respectively with individuals from a variety of economic, social, and culturally diverse backgrounds
• Ability to work in a fast-paced, continually changing environment 
• Ability to respond appropriately to shifting priorities
• Ability to prioritize work assignments
• Consistently exceeds quality and productivity standards, including accuracy in patient registrations and scheduling as well as customer service expectations
• Demonstrates knowledge and understanding of organizational policies and procedures
• Technical proficiency in basic computer skills and applications suca as Microsoft Office and Outlook
• Ability to work independently and in a team setting

Knowledge/ Skills/ Abilities:

• 6 months of previous HHS experience
• Associate Degree (Healthcare or Business concentration preferred) or 2 years of customer service experience in similar clinic/ambulatory healthcare environment
• Certification from 
  • HFMA OR
  • NAHAM OR
  • HBI Patient Access Certification
• Experience with Electronic Health Records (EHR) – Epic experience preferred
• Understanding of medical terminology 
• Experience with different payers/insurance requirements
• Bilingual fluency in English/Spanish or English/Somali or other languages including ASL (not required)

You've made the right choice in considering Hennepin Healthcare for your employment. We offer a wealth of opportunities for individuals who want to make an impact in our patients' lives. We are dedicated to providing Equal Employment Opportunities to both current and prospective employees. We are driven to connect talented individuals with life-changing career opportunities, enabling you to provide exceptional care without exception. Thank you for considering Hennepin Healthcare as a future employer.  

Please Note:  Offers of employment from Hennepin Healthcare are conditional and contingent upon successful clearance of all background checks and pre-employment requirements.