Patient Services Coordinator - Outpatient Rehabilitation

Department:

37647 Wake Forest Baptist Medical Center - Rehabilitation: Rehab Service Line

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Daily M-F

JOB SUMMARY: Provides patients an optimal pathway to an appointment in our ambulatory clinical setting. Pleasantly and professionally cares for patients during their appointment making process. Courteously answers the phone and processes the patient's request in as timely a manner as possible. Responsible for accurate and complete messaging regarding appointments or requested information. Requires excellence in customer service and telephone etiquette. A regionalized supervisor will be available in the event of escalation of issues that are outside of the PSC's knowledge base.

EDUCATION/EXPERIENCE:

• High school diploma or GED equivalent
• One year office or clerical work experience in a direct customer service role. Experience working in high volume, fast-paced environment, answering phones and utilizing electronic messaging required.
• Medical terminology preferred.
• Bilingual in Spanish preferred.

LICENSURE, CERTIFICATION, and/or REGISTRATION: Satisfactory score on a departmental data entry test required.

ESSENTIAL FUNCTIONS:

1. Utilizes computer programs and follows established guidelines to schedule, update, and cancel appointments.

2. Follows departmental policies and procedures to assure completeness and accuracy of registration data. Ensures accurate billing and statistical information and maintains accurate authorization records.

3. Coordinates with co-workers to accomplish departmental work assignments. Strives to meet or exceed target for abandoned call rates.

4. Ensures coordination of patient care and flow of information by promptly screening calls, delivering clear and concise messages to appropriate party, appropriately documenting patient scheduling information, and effectively communicating with ambulatory clinical departments.

5. Ensures coordination of patient care documentation by assisting with completion of forms following established guidelines, maintaining current knowledge of insurance documentation and authorization requirements, and obtaining referring clinic documentation.

6. Contributes to success of department by assisting with development and implementation of methods to improve customer service and recognizing problems and determining possible solutions.

7. Serves as a courteous and cooperative liaison between patients, medical staff, and outside agencies. Anticipates workflow and prepares accordingly.

8. Performs other position related duties as assigned.

SKILLS/QUALIFICATIONS:

• Excellent oral and written communication skills
• Ability to perform multiple tasks simultaneously
• Demonstrates ability to resolve consumer problems under stressful conditions
• Ability to stay positive in demanding situations
• Ability to develop and maintain professional, service-oriented relationships with patients, physicians, co-workers and supervisors

WORK ENVIRONMENT:

• Medical office environment

Pay Range

$20.40 - $30.60

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as ado