Patient Service Coordinator (Remote Position)

The Patient Service Coordinator is responsible for all aspects of physician and patient scheduling tasks including, but not limited to: scheduling all office visit appointments, confirming office visit appointments, directing new patients to the practice location, and informing the patients of documents and payment arrangements required at the time of visit. The individual must possess the ability to verify insurance eligibility, reschedule appointments, and obtain the correct corresponding authorizations.  

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Uses telephone headset and computerized appointment scheduling program to schedule patient appointments for specified physicians according to physician-specified protocol.
• Enters key demographic and insurance information into a permanent account; checks for IPA authorizations.
• Follows appointment scheduling protocol for each physician. Follows guidelines for patient access.
• Verifies insurance eligibility daily to ensure patients are covered for the current month.
• Ensures patients understand they are to arrive to their appointment with their referral form and x-rays. Informs patients the appointment may be cancelled if the referral and x-rays are not available.
• Informs patients of practice’s policy on collecting payment at the time of service.
• Informs new patients about the practice’s website; encourages them to visit and complete paperwork and print a map with directions to the practice.
• Checks e-mail regularly and responds to established patients who have requested an appointment through the website.
• Any urgent calls to a physician should be e-mailed to the Triage department or reach the appropriate specialty area using the backline to assure the call is handled expediently.
• Maintains patient confidentiality; complies with HIPAA and compliance guidelines established by the practice.
• Meets all Productivity Standards/Goals.
• Other duties as assigned.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice.

QUALIFICATIONS:

• High school diploma required.
• Minimum two years’ experience working in a physician practice scheduling appointments.
• Comfortable using e-mail and interacting with Internet applications.
• Computer literate – with keyboard skills and knowledge of practice management and word processing software.
• Strong written and verbal communication skills.
• Strong customer service skills.

REQUIREMENTS:

Expected to meet KPI’s Within 30 Days

• Average Call Handling Time: 4-6 minutes
• Call Abandonment rate: less than 5%
• Average Speed to Answer: less than 30 seconds
• Agent absenteeism: Less than 5%
• Hourly Call Volume: 10 calls per hour
• Average appointments per day: 70 appointments per day

TYPICAL PHYSICAL DEMANDS & WORKING CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position requires prolonged sitting, some bending, stooping, and stretching. Good eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment is also required.  Employee must have normal range of hearing and eyesight to record, prepare, and communicate appropriate reports and may need to lift up to 15 pounds.

PAY RANGE: $18-21 per hour