Sr. Patient Service Coord

Job Summary:

• Assist patients with scheduling appointments in an ambulatory clinical setting
• Answer phones courteously and promptly process patient requests
• Ensure accurate and complete messaging for appointments and information
• Maintain excellent customer service and telephone etiquette
• A supervisor is available for escalated issues

Education/Experience:

• High school diploma or GED required
• Two years of office or clerical work in customer service required
• Experience in a high-volume, fast-paced environment with phone and electronic messaging required
• Experience mentoring other employees preferred
• Medical terminology and bilingual in Spanish preferred

Licensure/Certification:

• Pass a departmental data entry test

Essential Functions:

1. Use computer programs to schedule, update, and cancel appointments
2. Provide backup for call answering and messaging across all departments within the regional pod
3. Ensure accuracy in registration data, billing, and authorization records
4. Collaborate with co-workers to achieve departmental goals
5. Screen calls, document scheduling information, and communicate with clinical departments
6. Assist with insurance documentation, form completion, and obtaining referring clinic documentation
7. Help develop and implement customer service improvements and problem-solving methods
8. Act as a liaison between patients, medical staff, and outside agencies
9. Perform additional duties as assigned

Skills/Qualifications:

• Strong oral and written communication skills
• Ability to multitask
• Problem-solving skills under stress
• Positive attitude in challenging situations
• Ability to maintain professional relationships with patients, physicians, co-workers, and supervisors

Work Environment:

• Medical office

Physical Requirements:

• Standing, walking, sitting, bending, reaching, hand dexterity, talking, hearing, and seeing
• Ability to lift, carry, push, or pull up to 20 lbs, 50 lbs, or 100 lbs

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.