Home Care Services Patient Services Coordinator - Chardon, United States - University Hospitals

Description

• This position is the key role in the smooth operations of a fast-paced clinical department.
• The Patient Services Coordinator acts as a primary interface between patients, field clinicians, referral sources, Clinical Manager, Resource Clinician and other agency departments including Intake, Authorizations, and Pharmacy staff.
• Coordinates patient scheduling for each ordered discipline from admission through discharge process.
• Coordinates schedules to ensure timely and accurate patient visits and to prevent non-billable and missed visits.
• Serves as a liaison between patients/families, & external/internal customers to provide a supportive experience.
• Proactively addresses STAT/same day scheduling requests for all ordered disciplines.
• Addresses missed, declined, unverified, and reassigned visits with field staff daily.
• Initiates and maintains ongoing communication between disciplines assigned to each patient through discharge.
• Communicates with all new patients prior to admission.
• Verifies demographics for accuracy and prepares patient/caregiver for expectations of first home care visit.
• Directly and promptly customer inquiries to provide a supportive and timely response to patients/families.
• Utilizes appropriate resources.
• Reports patterns of field clinician non-compliance with processes to clinical manager to bring processes in line with expectations.
• Refers only complex and/or clinical issues to Clinical Manager/Resource Clinician for follow-up.
• Demonstrates knowledge of patient skilled needs and homebound status for physician ordered services.
• Manages daily, weekly assigned tasks and reports.
• Ensures confidentiality of patient information.
• Answers telephone inquiries in a courteous, timely, and efficient manner.
• Maintains positive relationships with all contacts and co-workers to provide a quality customer service experience.
• Demonstrates expert interpersonal and communication skills with patients/caregivers and clinicians at all times.
• Maintains professionalism and composure under highly stressful situations.
• Possesses proficiency in information technology to facilitate timely communication to internal/external staff.
• Maintains in-depth knowledge of the electronic medical record.
• Provides cross-coverage within the department as needed.
• Participates in weekend and occasional observed holiday rotation as scheduled.
• Attends and actively participates in department/agency meetings.
• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients.
• Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.
• This position supports Home Care Services.
• This is full time 40 hours per week.
• Monday-Friday with rotating weekends and holidays.
• After the 90 day new hire assessment, this position will be hybrid.

• High School Equivalent / GED required.
• Bachelor's Degree Preferred.
• 1+ years experience in patient registration, scheduling, insurance office or related medical field or corresponding Bachelor's degree.
• Basic knowledge of third party payor and managed care insurance requirements.
• Basic medical terminology and ICD-10 coding knowledge.
• Detail-oriented and organized with good analytical and problem solving ability.
• Ability to run reports and analyze data.
• Excellent customer service, communication, presentation and relationship building skills.
• Ability to multi-task as well as function independently in a fast-paced and often stressful work environment.
• Ability to exercise independent judgment and maintain confidentiality.
• Ability to troubleshoot, resolve and follow-up on high profile issues.
• Demonstrated ability to use PCs, Microsoft Office and general office equipment (i.e. printers, copy machine, fax machine.