Support Coordinator II

Support Coordinator II serves as an intermediate-level support coordinator. As a part of the Ambulatory clinic, provides smooth outpatient flow resulting in optimum patient satisfaction and clinic operation. Responsible in coordinating multiple appointments with many multi-specialty clinical services. Participates in a variety of duties associated with daily clinic preparation process, from customer service, heavy phone answering, intake, message distribution, obtaining medical reports/imaging, procedure scheduling, encounter registration, co-pay collections, and referrals management. Performs other duties as assigned.

Essential Duties:

• Clerical:
  • Demonstrates accuracy and thoroughness in entering information into computer systems.
  • Processes new referrals in a timely manner this includes obtaining required outside medical records, entering demographic information into computer system, providing medical records to physician / multidisciplinary team for review, verifying insurance and obtaining authorization for visits and procedures.
  • Schedules patient's evaluation and clinic appointments in a timely manner, and at the request of the physician, while accommodating patient's needs. This includes but not limited to: surgery scheduling, laboratories, diagnostic testing and consultations as needed. Fulfills other department scheduling functions per department procedures and protocols.
  • Reviews master schedule and anticipating requirements and changes based on activity levels to create a well-managed operational flow and positive patient experience.
  • Coordinates and schedules diagnostic testing for patients which include but not limited to sending letters of medical necessity.
  • Assists with the clerical and scheduling needs including filing and collection of supporting documentation for billing.
  • Provides phone coverage as needed. Contacts and distributes messages to medical personnel using a variety of electronic messages including text, voice, and email systems. Reads and responds to email throughout the day. Retrieves and responds to voicemail messages within 24hours per department protocol.
• Patient Customer Service:
  • Displays courtesy, compassion, kindness and honesty while interacting with public, patients, and all clinic personnel. Greets patients in a courteous and professional manner.
  • Acts as a single point of contact for patients and caregivers and takes accountability for their patient experience. Provides information and guidance to patients and caregivers regarding all areas of patient care. This includes but not limited to scheduling, paperwork, and follow-up appointments.
  • Completes a financial risk assessment and, as indicated, provides assistance to patient/patient families regarding insurance benefits and alternative funding sources, including referral of complex financial or insurance coverage issues to financial counselors or others, such as a designated admitting representative.
  • Prepares estimate of patient liabilities to patients, physicians and insurance companies based on guidelines and/or systems provided by the department, including but not limited to copayment, deductibles, co-insurance, deposits, or prior