Patient Coordinator

Southshorehealth; Norwell (MA); On-site; USD 26,000 - 38,000; Full time

Job summary

Southshorehealth in Norwell, MA, is seeking a patient-focused Customer Service/Registration specialist to greet patients, collect referrals, register insurance, and schedule appointments. You will manage check-out after visits and support the clinical team with accurate data entry.

The role emphasizes HIPAA compliance, professional phone etiquette, and proactive communication to keep patient flow smooth. Experience with Epic and Raintree systems is helpful; we value compassionate care and

Qualifications

• Greet patients and visitors professionally and direct to services.
• Accurately register patients and collect required demographics.
• Maintain confidential handling of insurance information and HIPAA rules.
• Mentor staff on pre-registration and registration processes.

Responsibilities

• Greet patients and acknowledge visitors with professionalism.
• Register patients and enter accurate demographics and insurance data.
• Schedule appointments and manage patient flow throughout the day.
• Check-out patients after appointments and communicate follow-ups.
• Respond to pages/emails according to department standards.

Skills

Customer service

Phone etiquette

HIPAA compliance

Registration accuracy

Tools

Epic system

Raintree

Job description

Facility: LOC0020 - 143 Longwater Norwell143 Longwater Drive Norwell, MA 02061

Department Name: SMC Surgical Services

Status: Full time

Budgeted Hours: 40

Shift: Day (United States of America)

Acts as the initial point of contact for all patients, schedules appointments, performs the patient check out function after appointments, submits patient information, processes clinical referrals submitted within Specialties, and acts as an integral member of the business team. This position is responsible for providing excellent customer service and compassionate coordinated care for our patients, providers, and team members.

Compensation Pay Range: $19.10 - $27.30

1 - CUSTOMER SERVICE/CHECK -OUT

• Greets and acknowledges all patients and visitors, both in office and on telephone, with professionalism and directs to appropriate services.
• a. Acts as a positive role model to other staff, encouraging others to interact with customers, engage in conversation and express interest
• b. Proactively greets customers by name and with individualized interest
• c. Follows through on messages to be sure to keep entire team informed of issues as needed
• d. Independently initiates and follows through with service recovery process while keeping all team members informed as needed
• e. Monitors patient flow and attendance throughout the day frequently checking the waiting area and keeping patients informed of delays as needed
• f. Acknowledges customer arrival at the desk promptly and courteously
• g. Fosters a pleasant and professional office environment in keeping with Culture of Service Excellence standards
• h. Answers telephones by the third ring, using department accepted greeting and in professional tone in accordance with the hospital's telephone etiquette standards
• i. Checks phone messages each hour and responds to call within same business day

2 - PRE-REGISTRATION AND REGISTRATION

• a. Ensures complete collection of referral information, including accurate patient demographics per department standard.
• b. Ensures accurate registration of insurance information and communicates to patient in a confidential manner.
• c. Completes registration and data entry of admission by selecting correct MR number and account number.
• d. Demonstrates ability to determine acceptability of physician's order with regard to clarity of diagnosis, appropriateness of discipline ordered, appropriate date, treatment plan in accordance with injury and initiates process to obtain corrected order
• e. Demonstrates independence, proficiency and accuracy with admission process, ensuring regulation compliance
• f. Orients new patients to essential program guidelines and expectations (Cancellation and no shows policy, copayment, etc.)
• g. Informs patient of their rights and responsibilities, HIPPA and completes all required documentation for a complete registration
• h. Accurately prepares new patient chart according to departmental standard.
• i. Consistently and independently detects and corrects errors in patient charts according to department standards
• j. Actively seeks out opportunity to act as a mentor to other staff with regard to pre -registration and registration process accuracy

3 - SCHEDULING APPOINTMENTS

• a. Accurately and efficiently able to link cases from the Epic system to the Raintree system
• b. Able to accurately and independently complete a full set of appointments including single discipline, multiple discipline, both land and pool according to scheduling standards
• c. Accurately cancels and reschedules when possible, all cancelled appointments at time of message received
• d. Communicates with all appropriate staff in a timely manner any conflicts or difficulty scheduling visits
• e. Consistently cooperates team wide to meet any scheduling needs
• f. Uses creative approaches to solve scheduling difficulties and maximize optimal utilization of resources and timely access to service.
• g. Actively seeks out opportunity to act as a mentor to other staff with regard to the scheduling process

4 - DAILY ASSIGNMENTS AND LONG-TERM PROJECTS

• a. Efficiently manages work schedule to accomplish assignments and activities before deadline
• b. Works independently with infrequent need for supervision
• c. Informs supervisor when not able to meet deadline

5 - TECHNOLOGY:

• a. Accountable to respond to pagers/email according to department standard
• b. Accepts changing en