Patient Engagement Training Coordinator - Baton Rouge, Louisiana, United States

SUMMARY: The Patient Engagement Training Coordinator plans, organizes and conducts Patient Engagement training. The Coordinator will provide quality one-on-one training for all Patient Engagement Staff. During training, the Coordinator will review daily processes of the Patient E ...

Job description

SUMMARY: The Patient Engagement Training Coordinator plans, organizes and conducts Patient Engagement training. The Coordinator will provide quality one-on-one training for all Patient Engagement Staff. During training, the Coordinator will review daily processes of the Patient Engagement Department. This includes, but not limited to, end of day reconciliation, provider schedule review, patient registration check in/out, scheduling, chart audits, telephonic process, etc. The Coordinator will assist with refresher training, as needed. The Coordinator will work with management to identify training needs. The Patient Engagement Training Coordinator will be responsible for arranging transportation for CareSouth patients.

PRIMARY RESPONSIBILITIES:

1. Knowledge and understanding of Employee Handbook.
2. Carry out the meaning of the CSMD Mission and Vision statements.
3. Practice a culture of safety to reduce or prevent risk of injury, claims, loss, or liability by utilizing the Risk Management and Infection Control Plan.
4. Perform responsibilities with a high-quality standard to yield improved compliance, quality, and patient outcome measures by adhering to the Quality Improvement Plan.
5. Be present and ready for work as scheduled.
6. Attend in-service training, departmental meetings, and community events.
7. Work cohesively with team members and management.
8. Provide guidance through the onboarding process and complete one-on-one training for Patient Engagement Staff.
9. Arrange transportation for CareSouth patients according to guidelines.
10. Greet all staff, patients, vendors and visitors in a courteous, compassionate, empathetic and professional manner.
11. Provide updates and amendments to the onboarding training templates to the Human Resources Department to have record of training needs.
12. Complete and submit record successfully completed onboarding training templates to the Human Resources Department within the first ninety days of a new hire's employment.
13. Perform other duties as assigned.
14. Report to other CareSouth facilities to perform duties assigned or needed.

KEY RESPONSIBIITIES:

1. Patient Engagement Staff Interaction: Greet Patient Engagement Staff in a courteous, compassionate and empathetic, and professional manner. Assist with the onboarding process of Patient Engagement new hires. During this process, the Coordinator will work with the new hires by reviewing all Patient Engagement processes. Provide refresher training to existing patient engagement staff as needed.
2. Patient Registration and Check-In/Out: The Coordinator will review the check-in/out process for Patient Engagement staff. This will include one-on-one training in Athena or similar electronic health records with the new team members. The paperwork, how patients are registered, and the information verified will be reviewed during this process.
3. Insurance Verification/Sliding Fee: Confirming insurance coverage and entering all insurance information into the EHR will be reviewed with the Coordinator. In addition to insurance verification review, the Sliding Fee application will be reviewed with the new hires. Conducting household income assessment to calculate sliding fee cost for services.
4. Scheduling and Appointment Management: The scheduling protocols will be reviewed for all providers and specialties with new hires and existing Patient Engagement Staff. Scheduling, confirming, and managing appointments to ensure efficient patient flow.
5. Communication: Conferring with Patient Engagement Staff in person to provide guidance on all Patient Engagement processes with clear communication styles. The coordinator's communication involves building trust through active listening, empathy, and clear, concise language, adapting to the new hire or existing staff way of communicating. While using positive reinforcement and guiding them with open-ended questions to foster self-identification of goals, the coordinator will facilitate a partnership with the staff.
6. Record Management: Encourage the staff to maintain accurate, confidential patient records, including demographic information, income information, appointments, insurance information, promissory notes, etc.
7. Financial Management: The payment process will be reviewed and cover processing payments, collecting co-pays, fees, deductibles and patients' income information. It will also include updating promissory notes.
8. Confidentiality and Compliance: Protect patient privacy and maintain confidentiality of medical information. Following HIPAA regulations and requirements.
9. Performance Improvement: Identify areas of improvement for the Patient Engagement Department. Recommend improvements and conduct review of processes. Participate in staff meetings and huddles.
10. Scheduling Patient Transportation: Schedule requested patients' rides, follow transportation protocols and guidelines. Maintain transportation documentation.

REQUIRED SKILLS AND QUALIFICATIONS:

1. Excellent Communication Skills – strong verbal and written communication to interact with patients, visitors, staff and providers.
2. Customer Service Skills – Friendly, patient, and helpful demeanor with all patients, visitors, vendors, staff and providers.
3. Organizational Skills – managing appointments, records, documents, files and other administrative tasks efficiently.
4. Data Entry Skills – accurately inputting patient information into the electronic health records (EHRs) and other electronic systems.
5. Computer Proficiency – using medical office software and other technology.
6. Problem-solving Skills – addressing patient inquiries and concerns effectively.
7. Attention to Details – following directions, accurately entering, receiving and communicating information, and observing patient wait areas and surrounding areas.

REQUIREMENTS:

1. High School Diploma or equivalent. Completion of a Medical Office Administration program is preferred
2. 3 + years of customer service experience.
3. 2 + years of medical office experience preferred
4. 2 + years of Electronic Health Records (medical and dental); must have strong computer skills.
5. Excellent verbal and written communication skills.
6. Friendly, welcoming, and compassionate disposition
7. Must have exceptional interpersonal communication skills.
8. Must be able to effectively resolve conflicts.
9. Performs all job responsibilities in full compliance with all applicable laws, rules, regulations, policies, and procedures.

SUPERVISES:

N/A

Physical Requirements:

1. Visual acuity - always
2. Hand – eye coordination – always
3. Hand dexterity – fine manipulation of keyboard, office equipment, etc.
4. Lifting approximately 10-15 lbs.
5. Pushing, Pulling - sometimes
6. Stooping, Bending, and Standing - sometimes
7. Walking- frequent; short distances

WORK ENVIRONMENT:

1. Indoor, environmentally controlled
2. Exposure to disease or infections
3. No vibrations
4. Exposure to artificial and/or natural light
5. Exposure to outdoor weather elements

TRAINING:

1. Relias CareSouth Onboarding
2. Relias Track A Non-Clinical

PERFORMANCE MANAGEMENT EVALUATION TYPE:

Operations