Patient Service Coordinator Ambulatory II - FOH

Hennepin Healthcare; Minneapolis (MN); On-site; USD 42,000 - 54,000; Full time

Job summary

Hennepin Healthcare in Minneapolis is seeking a Patient Service Coordinator to provide clerical support in the Kidney Center, handling complex scheduling to serve patients and families. The role emphasizes professional communication with patients, providers, and care teams, fast-paced, high-volume workflow, and collaboration to meet registration quality goals.

If you have a High School Diploma, customer service experience, and bilingual abilities, you may be a strong fit; onboarding and

Qualifications

• High School Diploma or equivalent.
• Minimum of 1 year of Front of House experience or experience in related field.

Responsibilities

• All duties as defined in Patient Service Coordinator Ambulatory I 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.
• Assist with Clerical Pool In-basket messages; ensure timely responses per SLA and urgency.
• Provide scheduling support with complex multi-provider appointments and urgent needs.
• Mentor and onboard new staff, providing direction.

Skills

Customer service

Multitasking

Time management

Bilingual

Microsoft Office

Team leadership

Education

High School Diploma

Tools

Microsoft Office

Outlook

Job description

JOB DETAILS Department: Kidney Center FTE: 1.00 (80 hours per pay period) Workdays: Monday - Friday Shift(s): Days 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 Patient Service Coordinator Ambulatory I 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 Line 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 scheduling support for urgent 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
• Minimum of 1 year of Front of House experience or experience in related field

Preferred Qualifications:

• Certification from - HFMA OR - NAHAM OR - HBI Patient Access Certification

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