Main Responsibilities and Required Skills for Patient Services Coordinator
A Patient Services Coordinator is responsible for coordinating appointment scheduling and answering incoming calls from patients and healthcare providers. They greet patients and visitors and prepare and maintain patient medical records. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Patient Services Coordinators.
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Main Responsibilities of Patient Services Coordinator
The following list describes the typical responsibilities of a Patient Services Coordinator:
Acquire
Acquire insurance verification, referrals and authorizations.
Adapt
Adapt to shifting priorities in response to the needs of our colleagues and customers.
Adhere to
Adhere to institutional & departmental procedures & codes of conduct.
Advise
Advise Lead or Manager if office stock is required.
Answer
Answer all incoming calls promptly and politely, screen calls and take / relay messages as necessary.
Answer incoming calls and responded in a professional and courteous manner.
Answer multiple phone lines and triage phone calls.
Answer or refers inquiries to the appropriate person or parties.
Answer phones and directs calls as appropriate.
Answer, screen, and respond to routine questions.
Answer telephones, direct calls, and take messages.
Answer the phone, provide accurate follow up, take and communicate messages.
Anticipate
Anticipate and identify unexpressed customer needs and work to meet those needs.
Anticipate problems and develop contingency plans to deal with them.
Anticipate problems in the schedule and work with the Scheduling Lead or Manager to correct issues.
Assist in
Assist and ensures patients complete PROMS questionnaires as needed.
Assist in mentoring new staff as directed.
Assist in training and orienting new staff, to front desk procedures and best practices.
Assist patients with setting up payment plans.
Assist with coverage needs as directed by manager.
Assist with internal transfer of patients between branch offices.
Assist with scanning of medical records / documentation into EPIC.
Assist with the associated breastfeeding retail sales.
Assist with the initiation of prior authorizations for medications.
Assist with training of entry level Business Office staff.
Attend
Attend regular staff meetings.
Balance
Balance receipts, reconcile daily work batches and prepare audit trail.
Book
Book and organize patient appointments.
Book appointments utilizing computer system.
Check
Check in patients and inform clinical staff of patient arrival.
Check patient's enrollment status in Patient Gateway & assists with enrollment process.
Check Patients In / Out of Clinic.
Check patients out after examination.
Check voice messages, emails, mail and pigeon chat regularly.
Collect
Collect and process payments.
Collect co-pays and balances.
Collect, interpret, and / or analyze complex data and information.
Collect, proof for completeness, and file patient forms.
Collect and enter co-pay.
Collect and reviews all patient insurance information and completes insurance forms.
Collect co-pays, deductibles and other out of pocket amounts at the time of visit.
Collect payments from patients, posts amounts, and balances drawer for end of day deposit.
Command
Command of the English language and demonstrates basic knowledge of medical terminology.
Command of the English language including some medical terminology.
Communicate
Communicate any changes in demographic and insurance information to the appropriate areas.
Communicate effectively with dental patients.
Communicate pertinent patient information to the clinical team or other appropriate individual.
Communicate with providers regarding coding issues.
Communicate with the patients and guardians regarding their appointments.
Complete
Complete check-in / out functions as directed.
Complete individual and / or practice reconciliation report including bank deposit slip.
Complete requested schedule as task appears on the action screen.
Complete sliding scale fee and make the cards for patients.
Compose
Compose letters and other documents for communication as requested and required.
Conduct
Conduct patient-screenings according to our COVID-19 policy.
Conduct screening via telephone or tele-video.
Conduct work in compliance with office guidelines and polices.
Confirm
Confirm all surgeries with patients and facilities.
Confirm in advance patient appointments.
Confirm next appointment date and time with patient.
Confirm patient insurance verification and eligibility.
Contact
Contact patients regarding appointments or changes in appointments, as needed.
Coordinate
Coordinate and track referral appointments.
Coordinate clinic schedule to determine availability for appointments.
Coordinate diagnostic test scheduling.
Coordinate multiple tasks simultaneously.
Coordinate with Primary Care Offices as needed (Specialty Offices).
Create
Create and maintains surgery schedules for physicians and notifies them of their schedules.
Create master deposit as directed.
Determine
Determine the best delivery method based on the customer.
Develop
Develop and evaluate alternative courses of action.
Direct
Direct inquiries as appropriate for timely resolution.
Document
Document calls and related information on Assessment form and enter date into system.
Edit
Edit schedule for agents calling in sick, ensuring patients are reassigned timely.
Ensure
Ensure appropriate paperwork is complete and up-to-date and scans insurance card, if applicable.
Ensure authorization and / or referral information is properly documented in Epic.
Ensure registration is updated as needed.
Ensure report is accurate and current.
Ensure security and confidentiality of data and office technology.
Ensure supervisory visits are scheduled.
Ensure that potential patient, family and referral sources' needs are met.
Ensure the completeness of all required benefits eligibility, waivers, etc..
Ensure the patient lounge is tidy at all times.
Ensure to request copy of insurance card and benefit booklet for new patient appointment.
Enter
Enter ordered patient lab work in lab book.
Focus
Focus on the patient's well-being.
Follow
Follow procedures closely.
Follow standard procedures and preestablished guidelines to complete tasks.
Follow the instructions to complete your on-line application profile to be considered.
Fulfill
Fulfill the dreams of parenthood for a couple or individual.
Gather
Gather insurance information and complete the insurance checklist.
Generate
Generate and processes referrals and authorizations.
Give
Give and follow verbal and written instructions with attention to detail and accuracy.
Greet
Greet every patient with kindness, enthusiasm and interest ensuring that everyone feels welcomed.
Greet patients and visitors to the clinic in a prompt, courteous and professional manner.
Greet patients immediately and warmly both in person and on the phone.
Greet patients and arrives them on computer system.
Identify
Identify and apply "best practices”.
Improve
Improve the efficiency of our work by eliminating barriers and streamlining work processes.
Increase
Increase awareness to prevent errors.
Inform
Inform physicians and management of any issues causing a delay in authorization process.
Initiate
Initiate Employee / Patient Infection Reports as necessary.
Interact with
Interact in a professional and cooperative manner with practice and hospital staff.
Interact with patients, vendor representatives and Swedish employees.
Interpret
Interpret complex laws, regulations, and policies.
Issue
Issue receipts for payment.
Keep
Keep records accurate and current.
Lift
Lift up to five (5) pounds.
Maintain
Maintain adequate inventory of office supplies and forms, report supply needs to Office Manager.
Maintain and pulls charts of the day's patients and arranges in sequence.
Maintain an organized filing system with the correct up to date dental and medical history.
Maintain appearance, function and cleanliness of therapy and office space and equipment.
Maintain complete and accurate medical records for patients.
Maintain confidentiality and privacy consistent with HIPAA guidelines.
Maintain confidentiality and privacy, which is consistent with HIPAA / PHI guidelines.
Maintain confidentiality of patients at all times.
Maintain current knowledge of insurance authorization and / or referral requirements.
Maintain inventory of therapy and office equipment and supplies.
Maintain patient confidence and protects operations by keeping all patient information confidential.
Maintain patient confidentiality in compliance with HIPAA guidelines.
Maintain patient information in prescribed format for marketing purposes.
Make
Make a difference in the lives of others.
Make schedule adjustments as necessitated by the patient's condition.
Manage
Manage patient referrals and links them to scheduled office appointments.
Manage schedules for all patients.
Measure
Measure and track our personal performance.
Monitor
Monitor and update legal status board to track required documentation for patients on legal hold.
Notify
Notify appropriate personnel of emergencies, messages, patient arrivals, etc..
Notify appropriate staff of the cancellation and make note in patient chart.
Obtain
Obtain and document all pertinent information needed for level of care determination.
Obtain authorizations from insurance carriers in a timely manner.
Obtain authorization with the insurance companies and verifies benefits for in office procedures.
Obtain insurance eligibility and benefit details.
Oversee
Oversee flow of waiting areas, monitoring patient wait time and communicates delays to patients.
Participate
Participate in regular staff meetings.
Perform
Perform all other duties that are practice specific and are appropriate to this level of position.
Perform all other related tasks facilitating patient flow and quality patient care.
Perform any other tasks delegated or assigned by the office Lead or Manager.
Perform charge entry functions.
Perform complex mental functions and basic arithmetic functions.
Perform daily management of encounter form processing and reconciliation.
Perform other duties as assigned.
Post
Post line items and adjustments to patient accounts.
Prepare
Prepare and maintain patient medical records and reconcile billing issues.
Prepare / creates patient charts.
Prepare daily bank deposit for payments according to instructions of Patient Accounts Department.
Prepare deposits for bank as needed.
Prepare weekly Agent Schedules.
Print face sheets, receipts, and other documents as needed.
Print Visit Summary report and hands directly to patient.
Process
Process claim denial adjustments to patient accounts.
Process reassigned and rescheduled visits.
Provide
Provide and explain paperwork for the patient to complete prior to examination.
Provide answers pertaining to their orthodontic treatment, appointments, and office policies.
Provide cross coverage during unexpected and scheduled absences.
Provide cross-coverage for other practice staff members as well as during variations in workflow.
Provide general administrative support.
Provide lunch coverage and ensures that at least one person is always at the front desk.
Provide support and information to providers should need arise.
Reach
Reach forward, up, down, and to the side.
Receive
Receive service requests from multiple community sources.
Record
Record patient cancellations and missed appointments.
Refer
Refer clinical questions to Branch Director as necessary.
Register
Register patients in the system as necessary.
Report
Report any maintenance problems to office manager.
Reschedule
Reschedule declined or missed (if appropriate) visits.
Research
Research and resolve problems with patient accounts in work queues.
Resolve
Resolve patient billing concerns.
Respond to
Respond to differences of opinion constructively.
Respond to patients and staff for billing and insurance questions.
Run
Run all scheduling reports including Agent Summary Report and Missed Visits Done on Paper Report.
Run reschedule reports and books rescheduled appointments as necessary.
Run wait list report and distributes as directed.
Scan
Scan all information into the patient charts.
Schedule
Schedule appointment as directed.
Schedule new patients, follow-up appointments, subsequent treatments, and requested diagnostic tests.
Schedule patient appointments.
Schedule patient consultation appointments received by mail, fax or online.
Schedule returning appointments in accordance with physician and / or office guidelines.
Schedule patient appointments and coordinate the scheduling of diagnostic testing.
Schedule surgeries for physicians at local surgery centers and hospitals.
Schedule TIF OASIS collection visits and deletes remaining schedule.
Send
Send patient registration forms to patient in advance of appointment.
Separate
Separate causes from symptoms.
Serve
Serve as the initial point of contact for patients and healthcare providers within the clinic.
Share
Share and initiate regular and professional communication with co-workers.
Stay abreast of
Stay abreast of organization's programs and services.
Support
Support overall organizational change.
Support the departments philosophy for customer service.
Treat
Treat all team members with respect.
Triage
Triage and manage complex telephone calls utilizing courteous customer service skills.
Triage phone calls as the first point of contact for families in need of services.
Understand
Understand HMO, managed care and other third party insurers.
Update
Update demographics and insurance information in the system.
Update agent unavailability in worker console.
Update EPIC with physician schedules and opens up office time slots when applicable.
Uphold
Uphold the Organization's ethics and customer service standards.
Use
Use external software programs or call to confirm patient appointments.
Use SMC and SCI computer systems efficiently and effectively.
Use standard office equipment and access, input, and retrieve information from a computer.
Verify
Verify if patient is under worker's compensation insurance.
Verify information if established patient.
Verify insurance eligibility by using online resources, Medifax, etc..
Verify patient identity upon patient initial check in by using two patient identifiers.
Verify scheduling accuracy of MyChart appointments.
Verify visit paper notes in scheduling console as needed.
Verify Worker's Compensation claims, ensures that paperwork is complete, and performs follow-up.
Welcome
Welcome patients and visitors by greeting individuals in person or on the telephone.
Work with
Work closely with physicians to help keep schedule flowing smoothly throughout the day.
Work holiday shift(s) as required by Company policy.
Work on special projects as assigned.
Work to clarify situations where information, instructions or objectives are ambiguous.
Work with the providers to communicate coding issues and submit adjustment journals as needed.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Patient Services Coordinator:
Most In-demand Soft Skills
The following list describes the most required soft skills of a Patient Services Coordinator:
Written and oral communication skills
Organizational capacity
Problem-solving attitude
Interpersonal skills
Bilingualism
Attention to detail
