Front Staff Position - Patient Services Coordinator

Front Staff Position - Patient Services Coordinator

Schedule:

• Scheduled Monday-Thursday, 11 am - 7 pm. There may also be some hours available on Friday.

• This is a somewhat flexible work schedule with a 28-32 hour availability expectation. We guarantee 28 hours of work, but may leave early (after 5 pm) if there are no clients or providers needing your attention, and your day's tasks are complete.

Core Responsibilities:

Front Desk Availability & Patient Services:

• Be consistently and reliably available at the front desk.

• Welcome on-site visitors, determine the nature of their business, and announce them to appropriate personnel.

• Answer incoming telephone calls, determine the purpose of callers, and forward calls to the appropriate personnel.

• Retrieve messages from voicemail and forward them to the appropriate personnel.

• Answer questions about the practice, clinicians, and available services.

• Schedule patient appointments and manage the daily schedule.

• Assist patients with Patient Portal sign-up and activation.

• Reply to Patient Portal messages in a timely manner, closing messages when complete.

• Safeguard patient privacy and confidentiality per clinic policies.

Client Onboarding & Registration:

• Onboard new clients by checking the online system for intake requests or receiving them via phone calls.

• Enter new client information accurately into InSync.

• Reach out to new clients to schedule their initial appointment with an appropriate provider.

• Take ample and detailed notes throughout the entire onboarding and scheduling process.

• Responsible for EHR registration check-in processes in InSync.

• Ensure all necessary paperwork is up to date and complete.

• Load, verify, and update patient demographics.

• Scan, upload, and file all new client documents, including HIPAA and Consent for Treatment forms, into the electronic health record.

• Review alerts in InSync and address patient needs as necessary.

• Collect co-payments and other self-pay obligations, posting them in InSync when registering the patient.

• Provide patients with an estimated self-pay obligation when appropriate.

• Utilize the EHR system to identify and resolve any outstanding client needs.

• Initiate inquiries about outstanding client balances during in-person interactions, politely reminding clients of any past-due amounts and directing them to the appropriate channels for resolving the balance.

Billing & Claims Management:

• Perform cashiering functions and online payment posting within InSync.

• Process payments and deposits, adhering to the system's Cash Handling Policy.

• Complete a daily closing report and balance your individual cash drawer at the end of each day.

• Perform a petty cash count daily.

• Proactively review and correct patient registration errors in the daily work queues.

• Knowledge of medical coding is preferred.

Phone & Administrative Tasks:

• Replicate check-in responsibilities for phone inquiries.

• Clearly explain appointment details to clients, including inventories, email accuracy, dates, times, and the method of appointment.

• Answer client insurance questions effectively.

• Complete tasks assigned by clinicians (e.g., phone calls, scheduling, letters), documenting completion thoroughly.

• Take notes for reference and utilize provided process documents.

• Maintain and file all practice documents and records in a secure and organized manner, both digitally and physically.

• Order, receive, and maintain office supplies.

• Maintain fax machines, assist users, and route incoming faxes.

• Perform other clerical duties as needed.

Insurance Processing:

• Understand how to use the insurance chart to identify in-network clinicians.

• Contact insurance companies directly to verify client eligibility and benefits, and to confirm provider enrollment.

• Inform clients that insurance isn't guaranteed and that we check eligibility as a courtesy, but they need to confirm with their insurance company.

• Directly address common insurance issues, such as confirming plan acceptance or resolving missing member IDs, by utilizing available resources and established procedures.

Time & Workload Management:

• Effectively manage multiple tasks while prioritizing core responsibilities.

• Independently manage your workload, proactively seeking assistance when prioritization becomes complex.

Additional Responsibilities:

Referral & Waitlist Management:

• Manage and enter incoming referrals accurately into the system.

• Contact referring providers or clients for additional information as needed.

• Maintain waitlists for various services (therapy, evaluations, assessments).

• Schedule appointments according to clinician preferences.

• Keep detailed waitlist notes.

• Proactively fill canceled spots and consult clinicians for last-minute openings.

Soft Skills:

Client-Centered:

• Maintain a professional yet warm demeanor.

• Adhere to clinic policies, maintain confidentiality, and refrain from providing medical or mental health advice.

• Actively listen to clients and avoid overpromising.

• Utilize scripts provided by the clinic.

Professional Skills:

• Subject Matter Expert & Trainer: This role is expected to become a subject matter expert in the position and will be responsible for helping to train any new employees to the position.

• Independent and Initiative-Driven: The ideal candidate is a self-starter who takes ownership of their work and actively seeks solutions to complete tasks independently. This includes minimizing unnecessary questions to colleagues and demonstrating a willingness to learn from resources and process documents before seeking help. They do well with ambiguity and take ownership of their work.

• Team Player with Proactive Mindset: Understands the importance of teamwork and readily assists colleagues when needed. Takes initiative to identify and complete tasks beyond their specific role, fostering a collaborative work environment.

• Quick Learner and Adaptable: Possesses a strong ability to learn new skills and adapt to changing situations.

• Efficient and Organized: Demonstrates strong organizational and time management skills, prioritizing tasks effectively with minimal supervision.

• Effective Communicator: Possesses excellent communication and interpersonal skills, fostering positive relationships with colleagues and clients.

• Positive and Professional Demeanor: Maintains a professional and positive attitude, avoiding negativity and bringing concerns to administration constructively.

Technical Skills:

• Proficiency in using computers and electronic health records (EHR) is preferred. Experience with InSync is a plus.

This is not an exhaustive list of duties, and the successful candidate may be assigned other tasks as needed. We are a growing practice and responsibilities may evolve over time.