Patient Service Coordinator (PSC)

Department:

09121 AMG Beverly - Building Operations

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Monday thru Friday 8:30a-5p, and flexible covering hours.

Major Responsibilities

• Works in conjunction with the supervisor and center management team to accomplish established department goals and organizational objectives for service excellence and time of service collections, as well as, other initiatives in an efficient manner.
• Coordinate the completion of encounter information, PIV sheet verification functions, time of services collection, assist with coordination of coding activities pertinent to the department, assists Administrative Supervisor with auditing the accuracy of entry of ICD-9-CM, HCPC, and CPT codes into the IDX system. Assists with monitoring data entry using TES initiatives and service excellence activities.
• Works with associates to ensure scripts are being used for service excellence, new patient information packets are distributed. Uses Service Excellence scripts and monitors compliance with standards, e.g. monitors service with fellow associates to ensure that patient wait time does not exceed 15 minutes.
• Delegates/distributes work assignments working with supervisor or in supervisor’s absence.
• Reconciles money received to money posted on a daily basis. Researches and documents variances with communication to supervisor.
• Coordinates the documentation of all discrepancies as identified in practice management system (IDX) including patient insurance coverage, identification numbers and demographic information.
• Ensure printing of PIV forms and documentation of changes in IDX or with Central Business Office.
• Ensures time of service opportunity reports are printed and distributed on daily basis along with printing of retro TOS report from priority day to monitoring collection opportunities. Discuss any variances with supervisor. Print individual batch summary reports, missing charge reports and TES next day reports to ensure complete charge capture of all encounters.
• Creates, edits, modifies and monitors physician schedules. Works with IDX Helpdesk to request changes to master schedule and assigns appointment change notification to Patient Service Representative.

Patient Reception (Check-In Process)

• Provision of efficient, high-quality service to patients who arrive for appointments in person or who telephone requesting appointments or information on tests and procedures, bills and charges, referrals and other matters. Time of Service Collection for prior balances and/or converting insurance for fee-for-service patients or collection of co-payments for HMO patients.
• Makes patients and visitors feel welcome through appropriate communication techniques.
• Display helpful, courteous customer service skills at all times. Adhere to all Service Breakthrough Standards scripts and service recovery.
• Upon check-in, greet each patient with the appropriate salutation, eye contact, and a smile. Verify demographics having patients tell YOU their current address and telephone number (or verify/sign/date) PIV Form. Review and copy insurance cards, as appropriate, and send the information to the Business Office.
• Adhere to the uniform policy including wearing of name badge on vest/blazer.
• Maintain a neat, clean work area, free of food. Keep all drinks out of patient’s view and away from equipment.
• Accurate and complete registration of new patients, verifying demographics and insurance information. Verifies patient benefit plans and eligibility. Identifies patient responsibility, copies insurance identification cards, and identifies insurance product types.
• Directs/escorts patients or visitors to appropriate waiting area.
• Provides new patients with Welcome Packet and tour of Center.
• Coordinates scheduling of patient appointments including walk-in appointments (by phone and in-person) accurately and efficiently following Advanced Access Guidelines. Assists patients with all requests, such as, return to work/Worker’s Compensation statements, shot records and premarital certificates. Resolves a variety of patient questions, including HMO referrals, billing queries about services and test results. Refers c