Practice Coordinator Job at South Shore Health (Weymouth)

Job Description

The Practice Coordinator reports directly to the Practice Manager and is responsible for supporting administrative duties for the practices. Responsibilities include scheduling, confirming appointments, patient interaction (telephone and in-person), administrative practice support, and special projects. Essential duties include administrative support and coordination for provider, radiation oncology, and infusion services consisting of physicians, nurse practitioners, physicists, program nurses, staff nurses, and research nurses; scheduling complex appointments; following guidelines that support safe clinical practice, patient comfort, continuity of care for complex visits; a high standard of timely communication and rescheduling as necessary; and coordination of clinical visit related reports, documentation, requisitions, and other materials. Managing direct communications with patients and family members is critical to this role; he/she provides the first greeting and welcome for patients arriving for appointments and represents the customer service orientation of our practice. The Practice Coordinator also provides general administrative support to on-site leadership and providers as needed. Duties include scheduling appointments, scanning and faxing documents upon request. He/she is expected to exhibit professional behavior through adherence to DFCI and site-specific policies, procedures, and codes of conduct. The Practice Coordinator will work directly with the Dana-Farber Access Management staff at the Longwood campus, as appropriate, to process referrals, authorizations and financial counseling, working together to promptly assist the patient (and resolve discrepancies).

Job Responsibility

Answer telephone
triage calls as necessary
Transition telephones to and from answering service
retrieves messages from the answering service and triages appropriately
Handles incoming requests for medical records and mails/faxes information as appropriate
Facilitates prescription refills for patients, as needed
Recognize emergencies and appropriately responds using standard operating procedures and critical thinking skills
Supports patient flow by appropriately directing patients and family members and managing the waiting areas
Provides customer service to colleagues and other staff members
Monitors the lobby and waiting areas for neatness and cleanliness
Greet patients
verbally verify name, date of birth, telephone number, and MRN
provide and witness signing of consent form
arrives patient in Epic
assigns patient badge in RTLS
provides patient wristband and RTLS badge
Confirm patient's demographics and insurance information
Refer patients to financial counselor as appropriate
May navigate new patients and educate them about all available services
If insurance has changed, copy card and perform insurance eligibility check
Review patient "alerts" in Epic and reconciles
Schedule follow up appointments for exam and infusion services
coordinates ancillary appointments using Epic, ARIA and other systems
provides appointment scheduling ranging in complexity from one physician appointment to multiple care provider appointments
Obtain same day insurance authorizations and referrals
Responsible for complex scheduling activities associated with patients arriving from main campus, other centers or other outside entities and coordinating appointments with other specialists
May provide basic information regarding the need for insurance referral(s)
Performs independent patient and outside provider call triaging and assists in directing patient flow
Refer patients to financial counselor as needed at DFCI
Manages In-Basket messages, takes ownership and responds appropriately to all messages
Manages referral workqueues in Epic
Attends weeks team meetings with clinical teams
Obtains detailed clinical information face-to-face, by telephone or electronically
Handles incoming requests for records and mails/faxes information as appropriate
Faxes notifications to HIS as necessary
Serves as a liaison between patient/family/provider
Resolves issues directly or ensures appropriate management of call by others
Ensures all patient appointments have been checked out
Reconcile the infusion DAR to ensure all patients that arrived in clinic have been set up for future appointments
Checks that all next day appointments have labs scheduled if required and that necessary lab orders are linked
Assists in the review of office supply levels to ensure adequate supplies at front desk
Receives shipments to the unit and places supplies and stock items in proper storage area.

Requirements

Associate’s degree and/or 2 years equivalent experience preferred
2 years of experience in customer service is required
experience in healthcare is a plus
Knowledge of managed care policies and medical terminology is a plus
Understand and utilize DFCI systems as well as the local Hospital's systems i.e. Epic
Requires basic knowledge of insurance plans which constantly change
knowledge of insurances that Host hospital are participants
and high-risk insurances
Ability to multi-task and function as an integral member of the team
Excellent verbal and written communication skills required
Excellent computer, customer service and problem-solving skills required
Demonstrated ability to draft reports, correspondence and other administrative documents pertaining to patient scheduling as needed.

Nice to have

experience in healthcare is a plus
Knowledge of managed care policies and medical terminology is a plus

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Practice Coordinator

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