Patient Service Coordinator

Nuvance Health; North Carolina; On-site; USD 30,000 - 45,000; Full time

Job summary

A leading healthcare provider in North Carolina seeks a patient appointment coordinator to enhance patient interactions and ensure seamless scheduling processes. The ideal candidate will excel in a fast-paced medical office environment, possess strong communication skills, and a commitment to outstanding service. This role is pivotal in maintaining high standards of patient care and operational excellence.

Qualifications

• 1 year of direct customer service experience required.
• Experience in a high volume, fast-paced environment necessary.
• Medical terminology and bilingual in Spanish preferred.

Responsibilities

• Provides optimal patient pathway to appointments.
• Ensures accurate messaging regarding appointments.
• Acts as a liaison between patients and medical staff.

Skills

Excellent oral and written communication skills

Ability to perform multiple tasks simultaneously

Demonstrates ability to resolve consumer problems under stressful conditions

Ability to stay positive in demanding situations

Ability to develop and maintain professional relationships

Education

High school diploma or GED equivalent

Job description

JOB DESCRIPTION

Job Summary:

Provides patients an optimal pathway to an appointment in our ambulatory clinical setting. Pleasantly and professionally cares for patients during their appointment making process. Courteously answers the phone and processes the patient's request in as timely a manner as possible. Responsible for accurate and complete messaging regarding appointments or requested information. Requires excellence in customer service and telephone etiquette. A regionalized supervisor will be available in the event of escalation of issues that are outside of the PSC's knowledge base.

Education/Experience:

• High school diploma or GED equivalent with one year office or clerical work experience in a direct customer service role.
• Experience working in high volume, fast-paced environment, answering phones and utilizing electronic messaging required.
• Medical terminology preferred. Bilingual in Spanish preferred.

Licensure, Certification, and/or Registration:

• Satisfactory score on a departmental data entry test required.

Essential Functions:

1. Utilizes computer programs and follows established guidelines to schedule, update, and cancel appointments.
2. Follows departmental policies and procedures to assure completeness and accuracy of registration data. Ensures accurate billing and statistical information and maintains accurate authorization records.
3. Coordinates with co-workers to accomplish departmental work assignments. Strives to meet or exceed target for abandoned call rates.
4. Ensures coordination of patient care and flow of information by promptly screening calls, delivering clear and concise messages to appropriate party, appropriately documenting patient scheduling information, and effectively communicating with ambulatory clinical departments.
5. Ensures coordination of patient care documentation by assisting with completion of forms following established guidelines, maintaining current knowledge of insurance documentation and authorization requirements, and obtaining referring clinic documentation.
6. Contributes to success of department by assisting with development and implementation of methods to improve customer service and recognizing problems and determining possible solutions.
7. Serves as a courteous and cooperative liaison between patients, medical staff, and outside agencies. Anticipates workflow and prepares accordingly.
8. Performs other position related duties as assigned.

Skills/Qualifications:

• Excellent oral and written communication skills
• Ability to perform multiple tasks simultaneously
• Demonstrates ability to resolve consumer problems under stressful conditions
• Ability to stay positive in demanding situations
• Ability to develop and maintain professional, service oriented relationships with patients, physicians, co-workers and supervisors

Work Environment:

• Medical office environment

About Us

Atrium Health Wake Forest Baptist is a pre-eminent academic health system based in Winston-Salem, North Carolina. Atrium Health Wake Forest Baptist is part of Advocate Health, which is headquartered in Charlotte, North Carolina, and is the fifth-largest nonprofit health system in the United States, created from the combination of Atrium Health and Advocate Aurora Health. Atrium Health Wake Forest Baptist's two main components are an integrated clinical system - anchored by Atrium Health Wake Forest Baptist Medical Center, an 885-bed tertiary-care hospital in Winston-Salem - that includes Brenner Children's Hospital, five community hospitals, more than 300 primary and specialty care locations and more than 2,700 physicians; and Wake Forest School of Medicine, the academic core of Atrium Health Enterprise and a recognized leader in experiential medical education and groundbreaking research that includes Wake Forest Innovations, a commercialization enterprise focused on advancing health care through new medical technologies and biomedical discovery.

Wake Forest Baptist Health, Wake Forest University School of Medicine and Atrium Health have joined forces in a strategic combination that will enhance care, transform medical education and create economic opportunity for countless lives in North Carolina and beyond. As a part of that combination, the two health systems will be integrating technology and platforms, including our career sites.

This means that although you are applying on the Wake Forest Baptist Health Career Site, you receive communications from the Atrium Health Recruitment Team. Please know that this is an expected process, and thanks in advance for your flexibility.

About the Team

Mission, Vision and Culture Commitments

Mission

To improve health, elevate hope and advance healing - for all.

Vision

To be the first and best choice for care.

Culture Commitments

We create a space where all Belong

We Work as One to make great things happen

We earn Trust in all we do

We Innovate to better the now and create the future

We drive for Excellence - always