Patient Service Coordinator

JOB SUMMARY:
Helps patients schedule appointments in an ambulatory clinic. Provides courteous and professional service, ensuring timely and accurate appointment processing. Maintains excellent customer service and phone etiquette. Escalates issues to a regional supervisor as needed.

EDUCATION/EXPERIENCE:

• High school diploma or GED required.
• One year of office or clerical experience in customer service.
• Experience in a high-volume, fast-paced environment with phone handling and electronic messaging.
• Preferred: Medical terminology and bilingual in Spanish.

LICENSURE, CERTIFICATION, and/or REGISTRATION:

• Must pass a departmental data entry test.

ESSENTIAL FUNCTIONS:

1. Uses computer programs to schedule, update, and cancel appointments.
2. Follows policies to ensure complete and accurate registration data and billing information.
3. Works with co-workers to meet departmental call rate targets.
4. Screens calls, delivers messages, documents scheduling information, and communicates with clinical departments.
5. Assists with forms, maintains insurance documentation, and obtains referring clinic documentation.
6. Helps improve customer service by identifying problems and proposing solutions.
7. Acts as a courteous liaison between patients, medical staff, and outside agencies, anticipating workflow needs.
8. Performs other related duties as assigned.

SKILLS/QUALIFICATIONS:

• Excellent oral and written communication skills.
• Ability to multitask and resolve problems under stress.
• Positive attitude in demanding situations.
• Professional relationships with patients, physicians, co-workers, and supervisors.

WORK ENVIRONMENT:

• Medical office environment.

PHYSICAL REQUIREMENTS:

Activity 0% to 35% 35% to 65% 65% to 100% Standing X     Walking X     Sitting   X   Bending   X   Reaching with arms   X   Finger and hand dexterity   X   Talking   X   Hearing   X   Seeing   X   Lifting, carrying, pushing, or pulling 20 lbs. maximum X     Lifting, carrying, pushing, or pulling 50 lbs. maximum X     Lifting, carrying, pushing, or pulling 100 lbs. maximum X    

Atrium Health Wake Forest Baptist is a pre-eminent academic health system based in Winston-Salem, North Carolina. Atrium Health Wake Forest Baptist is part of Advocate Health, which is headquartered in Charlotte, North Carolina, and is the fifth-largest nonprofit health system in the United States, created from the combination of Atrium Health and Advocate Aurora Health. Atrium Health Wake Forest Baptist’s two main components are an integrated clinical system – anchored by Atrium Health Wake Forest Baptist Medical Center, an 885-bed tertiary-care hospital in Winston-Salem – that includes Brenner Children’s Hospital, five community hospitals, more than 300 primary and specialty care locations and more than 2,700 physicians; and Wake Forest School of Medicine, the academic core of Atrium Health Enterprise and a recognized leader in experiential medical education and groundbreaking research that includes Wake Forest Innovations, a commercialization enterprise focused on advancing health care through new medical technologies and biomedical discovery.

Wake Forest Baptist Health, Wake Forest University School of Medicine and Atrium Health have joined forces in a strategic combination that will enhance care, transform medical education and create economic opportunity for countless lives in North Carolina and beyond. As a part of that combination, the two health systems will be integrating technology and platforms, including our career sites.

This means that although you are applying on the Wake Forest Baptist Health Career Site, you receive communications from the Atrium Health Recruitment Team. Please know that this is an expected process, and thanks in advance for your flexibility.