Position Summary/ Department Summary:
Works under close supervision to provide support to the administrative operations of a clinical service and works to ensure the best possible patient experience by effectively coordinating services to patients and families. Performs various administrative functions requiring basic knowledge of programs and services. Provides positive and effective customer service that supports departmental and hospital operations.

Key Responsibilities:
Customer Service

• Demonstrates positive and effective customer service that supports departmental and hospital operations.
• Responds to routine inquiries about hospital protocol, policies, and procedures.
• Involves supervisor to assist with resolution of complex issues.
• Registers new patients.
• Collaborates and communicates with referring providers and practices to facilitate management of complex patient issues.
• May be required to rotate in departments with call centers.

Patient Registration/Admissions/Discharge

• May be required to collect Height, Weight, and Temperature and answer questionnaires in EMR.
• Monitors clinic activity to ensure the best possible patient experience.
• Prepare rooms for examinations and provides assistance to patients according to established procedures and instructions. Cleans and sets up room for examination and prepares routine forms required for appointment.
• Records and processes patient demographics, insurance/payment, and referral information for patient encounters.
• Collects all necessary clinical documentation and information. Transcribes code and patient treatment information into a billing system.
• May collect, record and secure co-payments made by patients/ families. Reconciles payments and prepares deposits providing an accurate accounting of fund.
• Obtains required authorizations, referrals, and verifications of insurance to compile patient and staff schedules.

Scheduling

• Under supervision, schedules patient encounters and procedures to coordinate with and across providers, departments, and institutions.
• Monitors daily schedule and coordinates flow to optimize resource utilization and patient experience. With guidance, communicates with clinicians and/or supervisors and routes patients/visitors to maintain efficient patient/visitor flow.

Patient Flow Coordination

• Prepares for and attends shift handoffs and team huddles.

Administration

• Answer, screen, and route telephone calls. Record and forward messages and triage calls for urgent information or services. Initiate calls for emergency services as required.
• Maintain personal calendars for physician/supervisor(s).
• Schedule meetings, programs, and events.
• May collect and organizes medical records, information, materials, and supplies required for appointments.
• Prepare requisitions and other standard forms as requested by clinician or supervisor.
• Communicates with other departments to coordinate ancillary clinical/administrative services.
• Processes various letters and outside requests and prescription refills.

Technology

• Utilizes all office technology, including phone systems, email, Microsoft Office programs, and clinical, scheduling, and billing applications.
• Demonstrates interest and the ability to actively participate in, and contribute to, departmental and organizational initiatives & projects.
• Assists with implementing change with internal systems and procedures.

Minimum Qualifications
Education:

• High School Diploma / GED

Experience:

• A common knowledge or an understanding of basic computer skills and concepts.
• Makes use of customer service knowledge to assist patients and families in resolving problems.
• Ability to communicate positively in a clear, effective manner both orally and in writing and demonstrate empathy in difficult personal situations.
• Ability to work with diverse internal and external constituencies.
• Demonstrates the ability to pay attention to detail and accuracy.