Patient Services Lead & Care Coordination

The Ohio State University Physicians, Inc.; Columbus (OH); On-site; USD 23,000 - 35,000; Full time

Job summary

The Ohio State University Physicians, Inc. seeks dedicated Patient Support staff to coordinate and provide frontline patient services in outpatient settings, including answering calls, greeting patients, scheduling, and maintaining records.

Lead roles may support management in day-to-day operations. Responsibilities cover check-in/out, insurance and demographics updates, referrals handling, filing, and cash handling where assigned.

Qualifications

• High School diploma or equivalent.
• One year of customer service experience.
• Skill in problem solving, and ability to manage multiple priorities.
• Ability to convey information both in writing and verbally.
• Must have high level of interpersonal skills to handle sensitive and confidential situations while providing exceptional customer service.

Responsibilities

• Greets patients and visitors, registers and check-in patients, updates patient demographics and insurance coverage in computer system.
• Answers patient calls, takes, and relays messages or scripted care directions; responds to patient and staff inquiries, and communicates with referring physician offices.
• Performs check-out processes inclusive but limited to co-pay collections, scheduling return visits, providing the after-visit summary, and ensuring that follow-up tests have been ordered or scheduled (where applicable). Appropriately documents such activities.
• Monitors length of patient’s wait and notifies the appropriate party (i.e., nurse, lead or manager) of excessive wait times as defined by clinic.
• Opens and routes incoming mail; distributes correspondence, reports and office supplies; mails out form letters. Tracks and records patient information or program data where applicable.
• Requests and handles referrals and medical records from referring offices for new patient appointments.
• Schedules appointments when directed.
• Where assigned, maintains the cash drawer, reconciles daily cash, and prepares bank deposits. Accurately completes necessary paperwork to facilitate and track deposits.
• Contacts insurance companies and obtains registration or procedural pre-certifications as required by the patient’s healthcare insurance or managed care providers as assigned.
• Ability to perform functions using job-related software and systems.
• Travel may be required to accommodate staffing levels at other clinical facilities.
• Attendance, promptness, professionalism, the ability to pay attention to detail, cooperativeness with co-workers and supervisors, and politeness to customers, vendors, and patients.
• Other duties or special projects as assigned.

Skills

Customer service

Problem solving

Multitasking

Written & verbal communication

Interpersonal skills

Education

High School diploma or equivalent

Job description

The Ohio State University Physicians, Inc. seeks dedicated Patient Support staff to coordinate and provide frontline patient services in outpatient settings, including answering calls, greeting patients, scheduling, and maintaining records.

Lead roles may support management in day-to-day operations. Responsibilities cover check-in/out, insurance and demographics updates, referrals handling, filing, and cash handling where assigned.