PATIENT SERV COORD III Team Lead

GENERAL SUMMARY/ OVERVIEW STATEMENT:

The Patient Services Coordinator III (PSCIII) functions as the team leader coordinating administrative functions within the Secretarial group providing practicewide guidance and support where appropriate. The PSCIII assists leadership with the effective management of daily operations and ongoing efforts towards achievement of the patientcentered medical home model.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Capably performs all duties and responsibilities of a PSCI and PSCII.

Leads the Secretarial Team in exemplifying customer service skills and delighting patients.

Investigates and resolves issues relating to and arising from the referral and/or billing process addresses relevant patient questions complaints and concerns. Provides support and information to problem solve and manage patient issues. Uses judgment in knowing when intervention of Administrative Manager is required.

Functions as New Patient Coordinator when WHA is accepting new patients managing incoming requests and communicating with and welcoming new patients to the practice.

Functions as the team resource for referral and insurance issues. Remains current on the changing issues impacting the health care insurers. Attends meetings as necessary (Monthly Payer Forums eCare/Cadence Implementation CRMS).

Possesses a thorough knowledge of all insurers and available patient financial services/resources keeps them up to date and effectively communicates any changes to all staff when appropriate.

Coordinates scheduling of multiple appointments using multiple systems and resources proficient with Master Schedule builds and changes. Function as the lead Super User for EPIC Cadence scheduling system.

Manages patient reminder process creating appropriate call lists and delegating to members of the Secretarial Team.

Manages Resident scheduling serves as administrative point of contact for Residency program working in tandem with WHA Residency Program Director.

Identifies and communicates to WHA leadership issues of process that create inefficiencies assists in their resolution of these issues working within the Secretarial Team and the department as a whole. Functions as point person for operational issues (work orders Help Desk Telecom needs etc. elevates as necessary to Administrative Manager.

Coordinates the workflow and schedules within the Secretarial Team to ensure efficient daily operations. Troubleshoots workflow issues as needed working with practice management to coordinate staffing and replacement coverage. Maintains daily practice Roster via Outlook calendar. Reviews weekly timesheets.

Assigns and prioritizes work assignments as necessary to Secretarial Team provides functional guidance to PSCI and PSCIIs on a daily basis

Conducts or arranges for specific training for new secretarial hires while coordinating with practice leadership.

Works to insure HIPAA Confidentiality and Privacy Policies is fully implemented.

Meets weekly with Administrative Manager. Leads biweekly Secretarial Team meetings.

Assists with special projects which may include: PatientCentered Medical Home strategies and NCQA application documentation Primary Care Administration measures Operations Improvement Initiatives Access projects relating to ED utilization.

QUALIFICATIONS:

High School diploma required. Associates Degree in Secretarial Science/Business or a Secretarial Training Certificate Program STRONGLY PREFERRED

Minimum of 3 years work experience in medical group practice billing and/or managed care setting required.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

Effectively interacts with all levels of management.

Impeccable interpersonal and customer service skills: excellent and effective written and oral communication.

Timeliness superior organizational skills.

Attention to detail and ability to multitask.

Ability and willingness to learn new systems and procedures as the rapidly changing health care environment demands.

Thorough knowledge of EPIC Cadence system modules and its features.

Demonstrates ability to work independently with limited supervision resolve issues be organized attentive to detail and achieve outcomes within the team.

Knowledge of HIPAA Confidentiality and Privacy policies.

An understanding of Disaster protocols to include: fire safety code calls per the mandatory training as outlined by MGH and JCAHO guidelines.

Ability to effectively plan and run Secretarial Team meetings with appropriate followup.

Ability to provide late front desk coverage as needed.

High School diploma required. Associates Degree in Secretarial Science / Business or a Secretarial Training Certificate Program STRONGLY PREFERRED.

Minimum of 3 years work experience in a medical group practice billing and / or managed care setting required.