Patient Service Coordinator Ambulatory II - FOH, Ambulatory Float Pool

Hennepin Healthcare; Minneapolis (MN); On-site; USD 40,000 - 52,000; Full time

Job summary

Hennepin Healthcare is seeking a Patient Service Coordinator for the Ambulatory Float Pool. In this in-person role, you will support complex scheduling for multiple clinics and serve patients and families with professionalism and efficiency.

The position requires a high school diploma and at least 1 year of front-of-house experience. Preferred certifications include HFMA, NAHAM, or HBI Patient Access Certification. Proficiency in MS Office and strong communication are essential.

Qualifications

• High School Diploma or equivalent.
• Minimum of 1 year Front of House experience or experience in related field.
• Preferred: HFMA or NAHAM or HBI Patient Access Certification.
• Strong communication and patient service skills.
• Ability to travel between sites as needed.

Responsibilities

• Perform duties defined for Ambulatory Patient Service Coordinator I.
• 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 per SLA and urgency.
• Provide scheduling support with complex multi-provider needs and urgent requests.
• Mentor and onboard new staff, provide direction.
• Process patient forms and provide clerical support for assigned Ambulatory departments.
• Promote the organization and maintain clinic efficiency.
• Complete standard work observations and communicate findings to Clinical leadership.
• Lead and function as the SME in assigned areas.
• Assist with daily huddles.

Skills

Bilingual English/Spanish

Microsoft Office & Outlook

Education

High School Diploma or equivalent

Tools

HFMA Certification

NAHAM Certification

HBI Patient Access Certification

Job description

Job Details

• Department: Ambulatory Float Pool
• FTE: 1.00 (80 hours per pay period)
• Workdays: Monday - Friday
• Shift(s): Days
• Shift Length: 8 hours
• Location: In-Person
• Other: Driving Requirements

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
• Assist with Clerical Pool In-basket messages – messages 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
• Assist with processing patient forms and provides clerical support for assigned Ambulatory departments or clinics
• Promote the organization and assist in maintaining clinic efficiency
• Complete standard work observations and communicate findings to Clinical leadership
• Lead and function as the Subject Matter Expert (SME) in assigned areas
• Assist with facilitation of 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
  • Solid understanding of medical terminology
  • Solid understanding of payer/insurance plans
• 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