Office Support Floating Coordinator

Job Description:

NJ Primary, NYC secondary coverage

In this role you will provide comprehensive administrative/operational support to several HSS physician practices and contribute to an environment of clinical excellence. Responsibilities will include, but are not limited to: answering phone calls and patient inquiries, scheduling patient appointments and procedures, obtaining insurance pre-certifications and authorizations for treatments and diagnostic procedures, patient check-in/out, including copay collection, scanning documents into the EMR and any additional tasks as assigned. Staff in this role will fill long term and/or short term operational gaps in physician offices across all services, to ensure a seamless patient experience at all times. Commuting to our NYC offices and two other regional sites are required in this role.

Your role is essential to promoting a professional atmosphere through courteous communication, cooperation and respect for patients, visitors and members of the healthcare team. In addition, you will be responsible for upholding stellar customer service practices for patients and families, as well as acting as a liaison to the physician and hospital d Job Qualifications

EDUCATION – Required

Degree/Diploma Obtained          Program of Study

Associates

Education Requirements

5 plus years Physician office experience may be considered in lieu of education

EDUCATION - Preferred

Degree/Diploma Obtained          Program of Study

Educations Requirements

Some College preferred

LICENSURE – Required

Certification Requirements

CERTIFICATIONS/LICENSURE – Preferred

EXPERIENCE – Required

Minimum Years of ExperienceType of Experience

2Healthcare/Medical-Medical Secretary

Additional Requirements

EXPERIENCE – Preferred

Minimum Years of ExperienceType of Experience

Additional Requirements

SKILLS - Required

Excellent verbal and written communication skills.

Strong customer service orientation.

Superior written and oral communication skills

Exceptional customer service skills

Ability to follow through with tasks to completion

Strong organizational and problem-solving skills

Ability to multitask in a fast-paced environment

Ability to effectively and accurately follow directions or instructions

Ability to work collaboratively as part of a team; offers to help coworkers when needed

Detail-oriented

Ability to escalate issues appropriately

Consistently displays a positive attitude towards one’s work and work environment

Strong computer skills

Knowledge of healthcare and health insurance

SKILLS – Preferred

Experience with Epic preferred; Familiarity with medical terminology.

PHYSICAL WORKING CONDITIONS

Continuously stand/walk or lift/handle/carry material or equipment of moderate weight (20 to 50 lbs).

ENVIRONMENTAL WORKING CONDITIONS

Located in a comfortable indoor area. Examples: executive, management and secretarial positions.

Behavioral & Leadership Competencies: Team Members (Provided & Standardized by HR)

Performance Mindset: Demonstrates critical thinking to identify challenges impacting work and recommends solutions. Takes measurable action to change, learn, and grow.

Communication: Communicates in a clear and organized manner that achieves desired results. Speaks and writes professionally and respectfully. Listens actively and empathetically.

Collaboration: Understands how one's work connects and intersects with other team member’s work and HSS’ goals. Actively works with others and engages in dialogue when differences exist. Is open to receiving feedback.

Empowerment: Shares ideas and points of view. Volunteers to take on stretch assignments and/or additional responsibilities identified by and/or with manager.

Engagement: Cares about the mission of HSS. Is an active participant in meetings and interactions with colleagues and/or patients. Demonstrates a desire to learn and grow. Understands how behavior and attitude impact the broader team and acts in a way that supports the culture and team’s engagement.

Adherence to HSS Policies: Respects and holds self and/or others accountable to following HSS Policies and Code of Conduct. (Examples: Time and Attendance, Professionalism, Safety, Privacy, and a commitment to providing or supporting service excellence to patients.)

Position Competencies

Patient Service & Communication Skills: Answers phones and greets patients courteously, clearly, and efficiently.  Demonstrates a professional demeanor, empathy, discretion, and respect in all patient interactions. Ensures timely internal/external communication via phone, email, or in-person regarding appointments, instructions, and follow-ups.Handles patient concerns calmly and appropriately escalates concerns to administrative manager or clinical staff when necessary.

Scheduling & Surgical Coordination: Schedules new visits, follow-ups, post-ops, and ancillary tests as directed by physicians or office managers.Coordinates surgical dates, enters them into EPIC, ensures pre-authorization within required timelines, and confirms all necessary documentation and pre-testing is complete prior to surgery.Referral & Authorization Management – Manages referrals and obtains insurance authorizations within required timeframes, including urgent cases as identified by physicians.

Financial Transactions & Billing Support: Collects payments at the time of service and processes them accurately.Completes daily batch reconciliations, submits funds within required timeframes, and follows billing protocols for both in-office and surgical services.Collaborates with the Revenue Cycle Team (as needed) to ensure adherence to front-end office business transaction policies.

Administrative & Operational Support: Creates, updates, and prepares patient charts in advance of appointments or procedures, ensuring accurate patient identifiers.Scans documents into EMR according to hospital scanning guidelines.Manages physician calendars, arranges travel, and processes travel expense reimbursements(as needed).Drafts correspondence, written communications, and prepares documents as requested.Maintains office supply inventory (medications) and orders as needed.Coordinates with various departments and facilitates communication between physicians, staff, and hospital departments.

Flexibility & Coverage: Serves as back-up for Office Manager and Staff Secretary, adapting quickly to cover varied responsibilities.Adjusts to changing situations, schedules, and work assignments without disruption to patient care or office operations.Flexibility in commuting as necessary to various HSS locations/sites based on onboarding agreement for the position. 

Technical & Systems Proficiency: Proficient in the use of electronic medical records systems (e.g., Epic) and navigates scheduling, billing, and Microsoft Office software with competence.Operates phones system, scanners, copiers, printers, and other front-desk technology efficiently.Learns and adapts to new systems, policies and technologies relevant to office operations.

Workflow Management & Problem Resolution: Manages workload effectively, prioritizing tasks to meet patient and departmental needs.Addresses operational issues in a timely manner and ensures full resolution. Works with other departments to coordinate services and resolve interdepartmental challenges.