Patient Access Coordinator (Adult Medicine)

POSITION SUMMARY: The Patient Access Coordinator is a key role in the center’s aim to deliver patient-centered, coordinated, team-based health care. He/she is responsible for completing all front desk functions efficiently and professionally including appointment scheduling, patient registration, and referral process and telephone management. The Patient Access Coordinator is expected to provide excellent customer service to both internal and external customers. The Patient Access Coordinator will work closely with other staff in the health center to maintain flexibility with work schedules in order to meet clinic needs during hours of operation. The Patient Access Coordinator reports to the Practice Manager for that clinic.

You are a caring, hardworking individual who thrives in a team environment and is committed to excellence.

The Dimock Center is a federally qualified community health center that heals and uplifts individuals, families and communities. Our vision is to redefine the model of a healthy community by creating equitable access to comprehensive health care and education. We promote a culture of respect, excellence, equal opportunity, and commitment to our employees and the communities we serve.

The Patient Access Coordinator is a key role in Dimock’s aim to deliver patient-centered, coordinated, team-based health care. They are responsible for completing all front desk functions efficiently and professionally. Duties include appointment scheduling, patient registration and telephone management in both English and Spanish. The Patient Access Coordinator is expected to provide excellent customer service to both internal and external customers. They will work closely with other staff in the health center to maintain flexibility with work schedules in order to meet clinic needs during hours of operation.

Essential Functions

1. Greets patients in a friendly, welcoming, professional manner in English and Spanish. Answers all telephone calls and inquiries for the clinic in customer service oriented, professional manner and directs as appropriate, taking detailed and accurate messages when necessary.
2. Schedules all available appointment slots accurately and in accordance with established clinic-specific guidelines in ECW or PMG. Schedules new patient appointment in either ECW or PMG depending on clinic.
3. Confirms all appointments within 24 hours of scheduled appointment and records result in the current system in accordance with established policy and procedure. Maintains patient recall systems to notify patients of annual reminders for appointments.
4. Performs a pre-registration process to capture/verify patient demographic, third-party insurance information with referral requirement/authorization, appropriate co-payments and/or designated amount due in ECW.
5. Documents patient cancellation and no shows using established clinic-specific guidelines in ECW or PMG. Works with patients to identify convenient times if an appointment needs to be rescheduled or canceled.
6. Checks in patients, confirms demographics and insurance, collects co-pays, and web enables patients.
7. Monitors patient flow within the reception area and actively monitors patient wait time. Partners with providers, nurses, medical assistants and social workers in assigning patients for same day, urgent care, and associated services.
8. Checks out patients. Schedules future appointments per provider’s instructions, prints patient summary, and directs patient to appropriate area(s), i.e. lab, financial counseling, etc.
9. Demonstrates mature judgment and complete confidentiality regarding patient’s medical information, keeping patient information (appointment lists, lab slips, and faxes) covered at all times.
10. Responsible for generating a