The Patient Services Coordinator II, under general supervision, provides administrative support to health care providers within a high-volume ambulatory setting, and functions as the primary interface between the patient and the providers. The emphasis is placed on efficient and courteous customer service to the internal and external customers.PRINCIPAL DUTIES AND RESPONSIBILITIES:Registers and/or updates demographic, PCP, insurance and other key information elements for all patients seen within the sleep lab. Ensures that existing patients with changes in registration information or new patients are transferred to the Registration Line, to enable full registration of new patients to occur.Schedule, re-schedule and cancel sleep lab appointments both internal and external to the practice. Review key registration elements and specific patient requirements during time of scheduling.Answers telephone, triages calls, takes accurate and detailed messages using professional and courteous customer service techniques. Maintains confidentiality and privacy consistent with HIPAA guidelines.Assists with document scanning into Epic.Assists with uploading of sleep report data into Epic or appropriate drives.Provides basic information and instructions to patients regarding what to expect at their sleep study.Arranges for interpreter services as required by the patients and notifies Lab Manager of any patients requiring additional assistance.Obtains all patient information required by the providers prior to an appointment.Ensures that all pertinent medical records are available to sleep lab providers.Assists with all revenue enhancement activities including, but not limited to, registration verification, insurance preauthorization, PCP referrals, etc.Schedules patient appointments and creates templates for visits and diagnostic testing, as required.Coordinates the scheduling of follow up appointments with sleep specialist when requested.Coordinates and tracks referrals and decrements visits appropriately.Files copies of correspondence, reports, notes, etc., in patient charts.QualificationsAssociate’s Degree in Secretarial Science/Business, or a Secretarial Training Certificate Program desirable.Prior sleep lab or healthcare customer service work experience is required.SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:Strong working knowledge of basic computer skills necessary to use Cadence scheduling, Epic eCare, Microsoft Office, registration, referral management, insurance payer authorization management, and medical record modules.Knowledge of medical terminologyKnowledge of HIPAA Confidentiality and Privacy PoliciesDemonstrated ability to be attentive to detail and organized in the performance of their work.Effective interpersonal and communication skills, with demonstrated telephone etiquette and Telephony skills.Ability to work independently and prioritize tasks with minimum supervision.Ability to demonstrate excellent customer service skills, enabling effective and courteous work with various groups of patients, staff and providers.Demonstrated ability to solve basic patient and practice problems.Demonstrated in-depth understanding of managed care and all other pertinent insurance/medical coverage.Demonstrated understanding of disaster protocols to include fire, safety and code calls, per the mandatory training, as outlined by MGH and JCAHO regulations.
