Outpatient Services Coordinator

Job Description Summary

Coordinate and manage the operations of a physician medical office in the Department of Psychiatry. Greets and welcomes patients and families in person or on the telephone. Optimizes the patients’ experience and clinic efficiency time by scheduling appointments appropriately, either by phone or in person. Maintains patient accounts by obtaining, recording, and updating personal and financial information accurately and effectively. Collects Co-pays and prior patient balances. Protects patients' rights by maintaining confidentiality of personal and financial information. Position also involves customer service, message distribution, ancillary scheduling, and referrals management. Ability to interact with medical professionals and other care team members from diverse cultures and background.

Entity

University Medical Associates (UMA) Only Employees and Financials

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC001040 COM PSYCH Admin Operations CC

Pay Rate Type

Hourly

Pay Grade

Health-21

Scheduled Weekly Hours

40

Work Shift

Day (United States of America)

Job Description

FLSA: Hourly

Work Schedule: Monday - Friday, 8:30 am - 5:00 pm

Education and Training:

• High School diploma or equivalent education required.

• One year of customer service experience required.

• Must have basic computer skills.

• Previous healthcare front desk experience preferred.

Job Duties:

Upon patient arrival, obtain and update demographic and insurance information for all patients for in office/in person visits. For virtual visits, the Care Coordinator needs to call the patient to verify this information. (20%)

Success Criteria:

• Enter and/or update all required personal and financial information in a timely manner for maximum payment and timely and accurate billing.

• Prepare any information or paperwork for patient visit.       

• Coordinate any necessary care including: Check-in, check-out, faxing, and scheduling (for example: appointments, studies or procedures).

• Secure and properly scan insurance card(s), identification, and signed forms as required.

  Prior to the visit, verify insurance using various methods to determine benefits and obtain authorization, referrals, or pre-certification as needed.

• Follow procedures to accurately identify a patient and apply the patient identification bracelet, if applicable.

• Register patients by downtime procedures including recovery after downtime.

• Maintain working knowledge of all contracts to include insurance benefits, preferred hospitals, laboratories, and pre-authorizations.

• Perform other position appropriate duties as required in a professional and courteous manner.

• Monitor the Psych Missing Reg Items WQ daily to ensure your and clinic edits are completed.

• Review the DAR from prior days to ensure no patients are still in the scheduled status.

Ensure the rescheduling of all patients, whether in person or virtual. (20%)

Success Criteria:

• For in person visits, this is done when the patient checks out. Coordinating with each patient to ensure they are seen within the specific therapeutic plan of care timeline provided by the provider.

• For virtual visits, monitor the TEAMS spreadsheet for updates on when to coordinate with each patient to ensure they are seen within the specific therapeutic plan of care timeline provided by the provider. Contact the patient to schedule appointments when patients are referred for medication management and/or therapy.

• Monitor the patient’s insurance to ensure an Out of Network consent is sent to the patient if it is needed.

• Post the TEAMS spreadsheet in the Clinic’s Team each week to ensure clinical efficiency of rescheduling patients.

• Manage, build, and update the TEAMS spreadsheet to ensure that it aligns with the provider’s clinical template in Epic.

Meet standard productivity metrics while performing the pre-registration and registration process. (10%)

Success Criteria:

• Review clinic schedule in advance to verify insurance, confirm collection amounts, and

• Process complete registrations in various flows used by the department in the required systems.

• Demonstrate thorough knowledge of the registration system including peripheral equipment (fax, copy, print, scan, and downtime embossing system).

• Maintain knowledge, requirements, and skills to perform daily duties and meet key performance metrics for the facility, unit, and payers.

Complete all regulatory and compliance related forms for the visit. (10%)

Success Criteria:

• Consistently complete the Medicare Secondary Payer (MSPQ) questionnaire, if applicable.

• Maintain skills and knowledge of HIPAA, regulatory, and compliance polices in order to obtain necessary paperwork and permissions from patients and families. 

• Review and scan any HIPAA or Compliance related paperwork into the patient’s record as appropriate, and ensure all documents are provided to the patient.

• Review the DAR to verify if a Medical Office Consent is needed. For virtual patients, contact the patient via phone, my chart, or email to inform them a consent is needed. Determine the best way for them to receive their consent. Ensure this is completed before the visit.

• Review the DAR and WQ to verify if an Out of Network consent and estimate is needed. For virtual patients, contact the patient via phone, my chart, or email to inform them a consent is needed. Determine the best way for them to receive the consent. Ensure this is completed before the visit.

Provide the primary support to Psychiatrists, Fellows, Residents, Psychologists, APPs, LISWs, LPCs, PhD Interns, and students. (10%)

Success Criteria:

• Triage all calls to the clinic.

• Cancel and reschedule appointments from patients that call into the clinic.

• Message the providers via EPIC questions and requests from the patients.

• Enter prescription requests into Epic.

• Assist with Medication forms for prior authorizations.

• Initiate, assist, and track prior authorizations for medical services.

• Assist with school medication forms.

• Complete school excuses

• For clinics with MyChart pools in Epic. Review and triage incoming MyChart messages from the patients to the providers.

Provide general office coordination. (5%)

Success Criteria:

• Order office supplies.

• Pick up and distribute the mail.

• Place orders with the University Print Shop.

• Enter any Facilities requests.

• Contact Public Safety if needed.

• Trouble shoot general issues that arise with faxes, printers, and copiers. Contact the appropriate vendors if unable to fix the issue.

Complete verification and payment workflow, including screening for potential funding sources, and setting patient expectations for reimbursement. (10%)

Success Criteria:

• Consistently collect payments, provide receipts, and accurately complete all required fields.

• Prepare estimates, calculate advance payment requirements, and educate the patient regarding respective benefits.

• Secure a waiver or complete necessary forms if necessary.

• Accurately post and reconcile all payments on system.

• Direct patients to financial services when needed.

• Receive payments by all means available.

• Coordinate with clinical areas to establish patient financial expectations and assist with payment issues.

Demonstrate commitment to positive patient and family experiences and excellence in customer service. (10%)

Success Criteria: 

• Professionally greet and communicate with all patients and guests consistently utilizing AIDET.

• Utilize de-escalation skills and knowledge where necessary to ensure successful service recovery.

• Assist with and educate on available resources as needed (wheelchairs, MyChart, restrooms, etc.).

• Continuously keep patients and family members informed by rounding in waiting areas.

• Maintains patient’s confidentiality.

• Monitor waiting area and other spaces to maintain a safe, clean, appealing, and comfortable environment.  Contact necessary departments to address issues.

Other duties as assigned. (5%)

Additional Job Description

Physical Requirements

Continuous requirements are to perform job functions while standing, walking and sitting. Ability to bend at the waist, kneel, climb stairs, reach in all directions, fully use both hands and legs, possess good finger dexterity, perform repetitive motions with hands/wrists/elbows and shoulders, reach in all directions. Maintain 20/40 vision corrected, see and recognize objects close at hand and at a distance, work in a latex safe environment and work indoors.  Frequently lift and/or carry objects weighing 20 lbs (+/-) unassisted. Lift from 36” to overhead 15 lbs.  Infrequently work in dusty areas and confined/cramped spaces.

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

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