Clerical Coordinator

St. Joseph’s/Candler Health System; Savannah (GA); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Wellness programs

Insurance options

Housing opportunities

Child care

Job summary

St. Joseph’s/Candler Health System in Savannah, GA seeks a patient services representative to greet patients, schedule appointments, manage calls, and support the practice team. This role emphasizes privacy, accuracy, and courteous service within EMR workflows.

The ideal candidate has an Associates Degree preferred and at least one year in an office practice setting, with knowledge of medical terminology and insurance terminology. Training provided.

Qualifications

• Associates Degree - Preferred.
• 1 Year Office Practice Setting - Preferred.
• Knowledge of medical/insurance terminology - Preferred.

Responsibilities

• Efficiently register patients in the EMR with attention to detail and data accuracy.
• Perform eligibility checks for upcoming appointments and procedures.
• Input patient demographics and insurance information, collect required documents.
• Schedule appointments, provide directions and prep instructions, and escalate clinical concerns as needed.
• Manage calls and route calls appropriately, ensuring privacy and courteous service.
• Assist with cross-coverage and training new staff; align with practice protocols and privacy standards.

Skills

AIDET communication

Customer service

Telephone etiquette

Education

Associates Degree - Preferred

Tools

EMR systems

Patient portal

Job description

Patient-focused, service-oriented, representative of the practice and health system.

Greets patients and visitors in a courteous and professional manner, fostering a welcoming environment. Promptly answers calls in a courteous and professional manner, assisting patients, answering general questions, providing practice information, and transferring callers or referring questions to the appropriate parties. Maintains a professional appearance and attitude, and an orderly, clean workspace to create a positive impression on patients and visitors. Protects patients’ privacy by maintaining confidentiality of medical, personal, and financial information. Coordinates patient interpretive services, accommodates patient disabilities, and readily assists patients with completion of forms.

Optimizes patient appointment scheduling by utilizing the provider template in concert with practice protocols. Routinely monitors appointment confirmations and cancellations to update schedules and fill appointment vacancies.

Leverages electronic medical record/patient portal/appointment reminders software/other approved system software tools to accurately create new patient accounts and to update existing accounts; verify eligibility and benefits; process referrals; collect and enter patient payments due at time of service; and label, file, and route incoming paper or electronic documents. Ensures proper authorizations have been obtained for patient visits and services, and requests authorization for visits as necessary.

Receives and distributes mail, fax, and deliveries in accordance with practice protocols. Assists in numerous clerical tasks, and provides administrative support to the Practice Manager. Uses interpersonal skills to work effectively within the practice team, establish good working relationships with coworkers and business partners, and provide a positive experience for patients and visitors.

Education

Associates Degree - Preferred

Experience

1 Year Office Practice Setting - Preferred

Knowledge of medical/insurance terminology - Preferred

License & Certification

None Required

Core Job Functions

Efficiently and effectively register patients in software system, with attention to detail, the customer experience, and data accuracy. Performs eligibility checks for upcoming patient appointments and procedures. Accurately input patient demographic and insurance information, and obtain current copies of HIPAA, consents, financial responsibility, insurance cards, etc. Alert patients of network status.

Schedules appointments accordingly, provides scheduling options for patients, gives directions, basic prep instructions, and escalates and note any clinical reported oddities or concerns via EMR. Confirms authorization of services. Accommodate mass reschedules as warranted per supervisor. Call patients as needed to confirm or reschedule appointments.

Plays active role in referral / ARM process, documenting status changes and referral notes, within scope. Performs prior-authorization tasks as needed prior to services being rendered. Accurately update and document the referral and authorization in the electronic medical record, including closing of the referral. Alert referring office of status.

Efficiently answer incoming phone calls. Manage and routes calls accordingly. Determine intent of caller and make the appropriate connection with collected facts to assist with triage of clinical issues. Ensures calls are consistently answered promptly and phone courtesy is followed. Always utilizes organization-approved scripting. Always use caution and mind patient privacy provisions.

• Communicate clearly, kindly, and professionally at all times. Use polite body language and tone, and use AIDET communication framework, helping manage patient expectations on next steps. Participate in patient satisfaction initiatives to better service, and learn from service recovery efforts and patient feedback.

Index incoming faxes, transcribe results, reconcile results/documents to add into medical record. Process incoming and outgoing correspondence and documents. Collects payment and copays, provides estimates as trained. Readily assist with cross coverage within the department as assigned by manager. Assists in training new counterparts. Alert supervisor of abnormal encounters and activity that could threaten security or privacy. Other duties as assigned.

Learn more about the many benefits available to SJ/C co-workers. From wellness programs and insurance options to child care and housing opporunities, SJ/C invests in the health and well-being of our co-workers in many ways. Click here to learn more.