Patient Service Coordinator Ambulatory II - Community Clinic, Whittier Clinic

Hennepin Healthcare; Minneapolis (MN); On-site; USD 32,000 - 42,000; Full time

Job summary

Hennepin Healthcare is seeking a Clerical Support professional to bolster Front of House operations at Whittier Clinic. The role focuses on complex scheduling, patient registrations, and office support to ensure efficient clinic flow and high patient satisfaction.

The position requires a High School Diploma or equivalent and at least 1 year of Front of House experience, with preferred credentials in EHR (Epic) and payer knowledge.

Qualifications

• High School Diploma or equivalent required.
• 1 year of Front of House experience or related field preferred.
• 1 year of HHS experience preferred.
• Associate Degree in Healthcare or Business preferred.
• HFMA or NAHAM or HBI Patient Access Certification preferred.
• Experience with EHR systems (Epic preferred).
• Understanding of medical terminology.
• Experience with payers/insurance requirements.
• Bilingual fluency in English/Spanish or other languages is a plus.

Responsibilities

• All duties as defined in PSC Ambulatory I – Community Clinics role.
• Lead and support change and process improvement initiatives for the Front of House team.
• Work with leadership to uphold standard process workflows and provide feedback as needed.
• Assists with Clerical Pool In-basket messages.
• Messages are completed appropriately based on the SLA (Service Level Agreement) and urgency of the message.
• Provide scheduling support using knowledge of clinical specialties including: More complex scheduling that often requires multiple appointments with different providers.
• Provides clerical support to clinical staff, such as templating, processing patient forms, and urgent scheduling needs.
• Assist with mentoring and onboarding of new staff, provide direction.
• Assists with processing patient forms and provides clerical support for assigned Ambulatory departments or clinics.
• Promotes the organization and assists in maintaining clinic efficiency.
• Complete standard work observations and communicate findings to Clinical leadership.
• Leads and functions as the Subject Matter Expert (SME) in assigned areas.
• Assist with facilitation daily huddles.
• Perform other duties as assigned.

Skills

Front of House experience

Customer service

EHR Epic experience

Medical terminology

Payers/insurance knowledge

Bilingual English/Spanish

Education

High School Diploma or equivalent

Associate Degree (Healthcare or Business)

HFMA Certification

NAHAM Certification

HBI Patient Access Certification

Tools

Microsoft Office

Outlook

Job description

JOB DETAILS

Department: Whittier Clinic FTE: 1.00 (80 hours per pay period) Workdays: Monday - Friday Shift: Day Shift Length: 8 hours Location: In-Person Purpose of this Position: The purpose of this position is to provide clerical support for specific clinical areas to serve patients and their families. The main objectives of this position are to meet and exceed patient expectations as it relates to complex scheduling processes and support to clinical areas; to act and communicate in a professional and positive manner to patients, providers and care team staff; and to provide team-oriented support to staff to assist in meeting overall HHS registration quality goals. This is a high patient volume, multi-tasking position, with afternoon, evening and weekend hours.

RESPONSIBILITIES

• All duties as defined in PSC Ambulatory I – Community Clinics role
• Lead and support change and process improvement initiatives for the Front of House team
• Work with leadership to uphold standard process workflows and provide feedback as needed
• Assists with Clerical Pool In-basket messages
• messages are completed appropriately based on the SLA (Service Level Agreement) and urgency of the message
• Provide scheduling support using knowledge of clinical specialties including:
• More complex scheduling that often requires multiple appointments with different providers
• Provides clerical support to clinical staff, such as templating, processing patient forms, and urgent scheduling needs.
• Assist with mentoring and onboarding of new staff, provide direction
• Assists with processing patient forms and provides clerical support for assigned Ambulatory departments or clinics
• Promotes the organization and assists in maintaining clinic efficiency
• Complete standard work observations and communicate findings to Clinical leadership
• Leads and functions as the Subject Matter Expert (SME) in assigned areas
• Assist with facilitation daily huddles
• Perform other duties as assigned

QUALIFICATIONS

Minimum Qualifications:

• High School Diploma or equivalent
• A minimum of 1 year of Front of House experience or experience in related field

Preferred Qualifications:

• 1 year of previous HHS experience
• Associate Degree (Healthcare or Business concentration preferred) or 2 years of customer service experience in similar clinic/ambulatory healthcare environment
• Certification from
• HFMA -OR-
• NAHAM -OR-
• HBI Patient Access Certification
• Experience with Electronic Health Records (EHR) – Epic experience preferred
• Understanding of medical terminology
• Experience with different payers/insurance requirements
• Bilingual fluency in English/Spanish or English/Somali or other languages including ASL (not required)

Knowledge/ Skills/ Abilities:

• Ability to work cohesively, effectively, and respectively with individuals from a variety of economic, social, and culturally diverse backgrounds
• Ability to work in a fast-paced, continually changing environment
• Ability to respond appropriately to shifting priorities
• Ability to prioritize work assignments
• Bilingual fluency in English/Spanish or English/Somali or other languages including ASL (not required)
• Consistently exceeds quality and productivity standards, including accuracy in patient registrations, scheduling and patient/guest customer service expectations
• Technical proficiency in basic computer skills and applications such as Microsoft Office and Outlook
• Float pool positions require the ability to travel between sites in an expeditious manner
• Demonstrates knowledge and understanding of organizational policies and procedures
• Ability to lead others in their daily work following standard processes
• Ability to assist with onboarding new employees providing them with the tools they need to be successful