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About the Role

Accountable for providing patient-centered care and operational support to the medical team to ensure an optimal patient experience. Coordinates activities in clinical areas and facilitates smooth patient flow. Assists with patient data collection, performs select screenings, and completes medical office functions relevant to the assignment.

Responsibilities

• Performs patient service activities in coordination with the clinical team.
• Ensures patient and family comfort, safety, privacy, and confidentiality.
• Adapts work methods to accommodate population-specific care needs.
• Greets patients and families, making them feel welcome.
• Assists patients and families with directions, inquiries, and information.
• Keeps patients and families informed of wait times and other circumstances impacting the visit.
• Stays cognizant of clinical/area needs to facilitate patient care and flow.
• Assesses patient experience at the end of each visit to determine if needs were met.
• Proactively outreaches patients utilizing motivational interviewing to develop trust and relationships.
• Assists patients and families with health system navigation, appointment making, and patient advocacy.
• Coordinates clinic/area activities and facilitates business processes according to standards.
• Performs pre-visit activities to gather patient information.
• Checks patients into the clinic, correctly identifying them prior to tasks.
• Reviews and updates patient accounts to ensure registration and coverage are current and complete.
• Confirms or verifies coverage as needed and identifies patients for financial counseling.
• Performs upfront cash collections, receiving, verifying, and posting money transactions.
• Verifies and completes daily reconciliations for cash transactions and deposits.
• Assists with the process of internal and external appointments, referrals, and information retrieval.
• Schedules appointments in accordance with clinical team directives and patient availability.
• Performs charge capture and charge reconciliation to ensure encounters are complete and closed timely.
• Collaborates with the multidisciplinary team to improve patient access to care.
• Documents completely, accurately, legibly, and timely.
• Ensures applicable documentation is obtained for registration and patient visits.
• Provides explanations for requested forms to ensure patient understanding.
• Performs data entry/documentation of patient care intake information.
• Performs data entry/documentation of patient encounters.
• Assists with the maintenance of clinic supplies and equipment.
• Assists with stocking and inventory of supplies.
• Keeps appropriate persons informed of the status of supplies and equipment.
• Completes requisition documentation for supplies, equipment, and services.
• Practices patient safety measures.
• Complies with proper hand hygiene.
• Applies or practices proper infection control methods.
• Identifies, corrects, and/or reports safety hazards.
• Identifies and/or facilitates maintenance problems with equipment and initiates work order requests.
• Informs Environmental Services when additional cleaning activities are needed.
• Elevates critical incidents and quality-of-care concerns to the multidisciplinary team.
• Participates in performance improvement and quality initiatives.
• Meets expected performance quality measures.
• May be required to perform role in an alternate Parkland location based on operational need.

Requirements

• Must have three years of customer service experience, preferably in a medical/healthcare/health insurance setting.
• Patient registration experience preferred.
• Prefer completion of coursework towards an accredited medical terminology.
• Medical Office Assistance experience or training a plus.
• Completion of a Parkland Workforce Development Training Program may substitute for the required education and experience.
• Must be able to work collaboratively with colleagues to deliver patient/customer services that exceed patient expectations.
• Must be able to demonstrate competency required as applicable to specialty area.
• Must have demonstrated communication skills to include above average verbal skills and written skills.
• Must have familiarity with diagnostic ICD-9 CM coding and HCPCS-CPT4 procedure codes.
• Must have working knowledge of medical terminology.
• Must be able to demonstrate basic clerical skills and working knowledge of standard office equipment.
• Must be detail-oriented and have sharp analytical skills to resolve registration issues.
• Must be able to solve problems within the guidelines of established policies and procedures.
• Must be able to adjust to multiple demands, shifting priorities, and rapid change.
• Must be able to work collaboratively and optimally with patients with serious health conditions and barriers to care (Virtual Care Only).
• Must be able to recognize and escalate clinical decision making to appropriate team members (Virtual Care Only).
• Must demonstrate strength in documenting within an electronic health record with the ability to effectively problem-solve and escalate as appropriate (Virtual Care Only).
• Confident with technology, specifically electronic medical record, video encounters, and computer applications (Virtual Care Only).

Skills

• Customer service
• Patient registration
• Medical terminology
• Medical Office Assistance
• Communication skills
• Verbal skills
• Written skills
• Bilingual skills preferred
• Diagnostic ICD-9 CM coding
• HCPCS-CPT4 procedure codes
• Clerical skills
• Standard office equipment operation
• Detail-oriented
• Analytical skills
• Problem-solving
• Adaptability
• Electronic health record documentation
• Technology proficiency

Location

• Virtual Care Only

Work Type

• Virtual Care Only

Experience Level

• Three years of customer service experience

Education Level

• None