Patient Service Coordinator

MedStar Franklin Square Medical Center Baltimore, MD

About the Job

  • Job Summary
    • Serves as the initial contact person at the medical practice. Greets patients in a courteous and professional manner. Answers phones, makes appointments, updates demographic and insurance information, registers and submits charges for patients and provides patients with follow up appointments and requisitions for tests. Monitors the reception area for patients comfort and potential emergencies. Assists in coordinating patient care from an administrative perspective.
  • Minimum Qualifications
    • Education/Training
      • High school graduation or equivalent; some additional technical or collegiate education preferred. Completion of a medical terminology course preferred.
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    • Experience
      • 1 year experience working in an ambulatory care medical office, preferably in a paperless environment.
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    • License/Certification/Registration
      • CPR certification preferred.
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    • Knowledge, Skills & Abilities
      • Ability to type 40 words per minute; basic computer skills; excellent verbal/written communication and customer service skills.
  • Primary Duties and Responsibilities
    • Assists with maintaining the supply inventory.
    • Closely monitors patients flow, wait times and patient comfort levels in the reception area. Collaborates with back office staff in support of optimum patient flow.
    • Collects patient monies; inputs charges into the system where applicable.
    • Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Complies with governmental and accreditation regulations.
    • Demonstrates behavior consistent with MedStar Health mission, vision, goals, objectives and patient care philosophy and adheres to MedStar Health Code of Conduct and Compliance plan.
    • Exceeds patient expectations by greeting them, assisting when needed and communicating approximate wait time.
    • Manages the financial aspects of the front office, including credit card transactions, receipts, cash and checks; logs and reconciles all patient monies in accordance with policy. Manages the intake of patients into the practice, screens for emergent conditions, registers, verifies insurance and explains patient responsibility to patients; collects copayment prior to care. Manages the patient discharge process which may include issuing discharge paperwork and prescription slips.
    • Participates in multidisciplinary quality and service improvement teams as appropriate.
    • Performs other duties as assigned.
    • Prepares, updates, and copies various forms, reports, and records on a routine basis; scans, imports, and indexes regularly to keep information flowing into patient charts.
    • Provides outreach for missed appointments; monitors and tracks no shows and may enter data into system.
    • Schedules appointments including follow up and referral appointments. Completes requisitions for tests.
    • Serves as a back up as needed and may assist with coordinating and maintaining referrals, referral log and tracking system.
    • Sorts and distributes clinic mail and correspondence.
    • Supports organization initiatives related to new technology, clinical programs and improving the patient experience; seeks opportunities for improvement in al clinic administrative processes and services.
    • Supports other members of the clinic team when patient bottlenecks occur assuring optimal patient flow; manages variable and unpredictable patient volume throughout the work day.
    • Takes personal responsibility for the neat appearance of the front office, patient restrooms and the reception area, assuring each area represents MedStar Health in a positive manner.
    • Takes phone calls in accordance with the policy and service expectations for those customers on the phone as well as those in the clinic; provides telephone triage; disseminates messages appropriately utilizing available technology as appropriate; prioritizes calls appropriately and timely.
About MedStar Health
MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation and research. Our 30,000 associates and 5,400 affiliated physicians work in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest visiting nurse association in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar is dedicated not only to teaching the next generation of doctors, but also to the continuing education and professional development of our whole team. MedStar Health offers diverse opportunities for career advancement and personal fulfillment.