Patient Service Coordinator

Job Type Full-time Description

GENERAL DESCRIPTION:

The Patient Service Coordinator represents Carolina Health Centers and the assigned practice site in a professional manner and is responsible for assisting their manager with leading, coaching, and coordination of the front office staff in daily office processes and patient care. He or she should demonstrate compassion and personal commitment to excellence in serving patients, co-workers, and other key customer groups. They must consistently maintain professional boundaries while cultivating a team atmosphere amongst the front office staff, ensure patient confidentiality, and contribute to creating a patient-centered environment.

The Patient Service Coordinator knows, understands, and performs all duties in a manner that is consistent with CHC’s Service Standards (attached) that promise our employees will be Respectful, Responsible, and Responsive.

DUTIES AND RESPONSIBILITIES:

• Performs day-to-day office duties
• Maintains a visible presence at the site in order to monitor overall office flow, address questions in a timely manner, and identify patient service issues
• Assists with directing duties of Patient Service Representatives providing input or feedback as needed. Responsible for effective office coordination
• Intervenes with patient service issues/incidents as appropriate
• Notifies and forwards information to supervisor regarding conflicts with patients and/or employees
• Assists supervisor with handling customer/patient complaints involving Patient Service Representatives or forwards to the appropriate supervisor when necessary
• Assists with daily provider schedules to ensure appropriate and adequate scheduling of appointments
• Ensures problems with provider schedules are handled appropriately and in a timely manner 
• Assists supervisor with accommodating provider scheduling needs as much as possible and as appropriate under corporate guidelines 
• Ensures that tasks being received from the patient portal are handled in a timely manner. Ensures invitations for the patient portal are being offered and/or sent
• Assist in the development and implementation of new processes or procedures as needed and appropriate
• Sets priorities of office activities with guidance from supervisor
• Maintains open communication and a good working relationship with providers
• Acts as liaison between providers and Patient Service Representatives along with their supervisor
• Assists with coordinating activities between Patient Service Representatives and nursing staff as needed
• Makes deposits on a daily basis and forwards reports/receipts to the Finance Department as needed
• Prints reports as needed and forwards to appropriate personnel
• Assists in training and coaching Patient Service Representatives on customer service best practices
• Assist with interviewing, training, and evaluating Patient Service Representatives as needed and appropriate
• Stocks and orders office supplies as needed
• Completes incident reports when appropriate
• Maintains a well-kept lobby and work space
• Maintains and requisitions office supplies as needed
• Understands, abides by, and is able to explain HIPAA to patients as needed
• Ensures patients understand the services we provide and the benefits of choosing us as their medical home
• Exemplifies compassion and care for all patients by listening and addressing patient needs appropriately
• Conforms to acceptable attendance and punctuality standards as assigned by Carolina Health Centers
• Knowledgeable of emergency procedures
• Complies with all safety rules and protocols, as established by Carolina Health Centers
• Immediately reports any workplace injury to supervisor
• Notifies supervisor when appropriate personnel are unavailable
• Able to perform all duties listed in the Patient Service Representative Skills List
• Performs other duties as required or assigned by supervisor

This job description is not designed to cover or contain an exhaustive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements

REQUIREMENTS:

All employees of Carolina Health Centers, Inc. are expected to perform the duties of their job and behave in a manner consistent with the Corporate Philosophy which supports the values of: honesty, integrity, openness, the pursuit of individual and collective excellence, and unwavering mutual respect and appreciation.

In addition, this position requires: