Coordinator, Patient Access SE

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As one of the largest community health centers in the country, NeighborHealth is proud to serve the greater Boston area with a strong commitment to the health and well-being of our patients and communities.

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Time Type:

Full time

Department:

Registration

All Locations:

1601 Washington Street

Position Summary:

Primarily performs all registration and scheduling related activities in the South End Patient Access Department. This includes the delivery of exceptional customer service and the accurate and comprehensive collection, verification, and of demographic, insurance, and account information. In addition, the PAC supports various clinical department operations by answering incoming calls to the South End, performing primary functions such as appointment scheduling, coordinating refill requests, appropriately screening of calls that need to be transferred to a nurse, messages to providers, and outreach calls to patients by provider request. As a member of the Patient Access team, your 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 South End Location. A successful candidate would demonstrates superior customer service, written and verbal communication, judgment and problem solving skills

Schedule: Monday-Friday, 8:00AM - 5:00PM and includes evening, weekend and holiday rotations

Essential Duties and Responsibilities:

• Promotes a welcoming environment, being mindful of body language and side conversations, while consistently focusing on making patients feel welcomed by being attentive and responsive to their situation.
• Communicates accurately and clearly to make sure patient/colleague understands information provided
• Demonstrates the willingness to problem solve independently and the judgment to know when to seek assistance from others
• Is responsive to feedback and demonstrates ability to apply feedback
• Maintains a positive attitude
• Adheres to Attendance, Punctuality, Dress code, Cell phone & all NeighborHealth policies such as privacy, patient identification and infection control.
• Maintain excellent punctuality and attendance.
• Timely and accurate completion and submission of timesheets
• Exhibits attentiveness at work by following NeighborHealth cell phone policy.
• Attends and actively participates in staff meetings and trainings.
• Maintains cooperative working relationships and builds team identity within the department, the Patient Access team and across the organization
• Demonstrates self-motivation and independence by making optimal use of standby time
• Understands the importance of covering all areas/tasks as needed to fulfill core departmental functions.
• Verifies insurance per dept protocol using external insurance websites/portals and or RTE
• Works within the scope of the departmental guidelines
• Takes detailed messages and documents/sends via the appropriate communication tool
• Proficient in the use of the electronic medical record (Epic) as it pertains to department-based workflows/guidelines as well as other electronic network tools such as Workday, Outlook, MyChart.
• Reports delays in supply orders, safety and equipment problems, and malfunctioning or missing equipment.
• Interacts in manner that is mindful of the individual by being sensitive to culture, age, gender and lifestyle
• Strives to find common ground when interacting with patients and colleagues
• SE PA Staff have a dual role: call center agents and registration staff. 50% or more of their time, they are functioning as call center agents.
• Promptly answers all incoming calls v