Patient Services Coordinator

Job Summary

The main focus of this position is to deliver exceptional patient-centered customer service and provide team support to IBJI staff and partners relative to administrative services.

The primary objective of this position is:

• To meet and exceed customer service expectations while executing front desk functions.
• Communicate in a transparent and professional manner
• Contribute positively to the work environment
• Foster relationships
• Represent IBJI core values

The secondary objective of this position is:

• To execute established best practices relative to front office tasks
• Understand current policies and procedures and relative timelines
• Proficient with compliance regulations
• Apply effective and efficient strategies to task completion
• Adopt a team oriented approach

Responsibilities

• Greet patients upon entry with a smile, pleasant welcome and establish eye contact
• Answer phones with the established ‘phone greeting’ script
• Follow established patient appointment scheduling guidelines and strategies, document canceled and no-show appointments, and review appointment wait list to support visit capacity requirements
• Collect over the counter balances at the time of service
• Provide new patients with insurance benefit and therapy cost explanation
• Assist in patient account issue resolution
• Responsible for daily duties which include but are not limited to: new patient preparation, intake procedures, new referral follow up, account balance review, pre-certification and authorization account management, reconciliation of payments, and voicemail retrieval
• Scanning, faxing, and other clerical duties
• Provide daily support to the Patient Services Manager, Facility Manager and Rehab staff upon request
• Assist in maintaining a clean and safe work environment
• All other duties as assigned

Required Education and Experience

• Associates Degree or higher (Healthcare concentration preferred) or the equivalent of 2 years of customer service experience (Healthcare background preferred)
• Displays professional and effective writing and verbal communication skills
• Versed in technical skills such as EMR software; Windows; MS Office; Email access; internet
• Typing speed minimum 40 words per minute

Physical Requirements

• Ability to lift a maximum of 20 pounds to waist height
• Ability to be standing and sitting on a frequent basis during the day
• Ability to work on a computer on a frequent basis during the day

Work Environment

• Fast paced professional office setting
• Routine use of standard office equipment such as computers, phones, photocopiers, filing cabinets, scanners, and fax machines
• Varied work hours to include opening and closing shifts