Spaulding Hospital North Shore Looking for Pediatric Office Coordinator- Spaulding Outpatient Center- Salem at Salem, MA  Full Time

Summary

Under the direction of the Site Manager(s), the office coordinator will coordinate and promote standardization and best practice in the activities associated with the front office and medical support services for all SNS outpatient centers. Continues to fulfill responsibilities associated with the Continues to fulfill responsibilities associated with the PSR position, which includes: completes intakes as needed, scheduling of patients, copayment collection, verification and authorization of insurance coverage during the outpatient phase of care, management of denial and referral work queues, and communication with clinical staff and patients regarding insurance coverage for therapy visits. Demonstrates expertise in these areas, assists staff in trouble-shooting problematic scheduling or insurance situations, and assists in staff education. Orients and trains Patient Service Representatives (PSR) and Medical Service Associates (MSA) to their job responsibilities. Works jointly with the Site Managers in developing and implementing systems that will enhance the workflow of the therapy scheduling area and overall support operations.

Key Responsibilities

* Support is provided to the Pediatric PT, OT, and SLP services at the Spaulding Outpatient Center- Salem.

• Support is provided to other center team members by answering phones, assisting customers, and fulfilling any cross trained responsibilities.

* Support is provided to other staff to ensure effective orientation, training and ongoing educational experiences to achieve performance standards.

* Acts as a content expert and resource for other administrative staff in the following computer systems: Epic (scheduling system), insurance websites, and any other programs related to registrations/financials within SNS.

* Scheduling status is maintained daily and potential problems are addressed with corrective actions.

* Patient insurance verification, authorization and scheduling are completed per center standards.

* Patients are greeted, assisted and appropriate staff notified of patient arrival.

* PSR duties such as answering the phone, confirming appointments, supporting insurance requirements processes, photocopying, typing, faxing, inventory of supplies, sorting mail and handling other administrative duties are completed per center guidelines.

* Customer service is carried out to achieve stated goals. The Office Coordinator acts as a mentor for the team, consistently demonstrating high standards of excellence in service delivery and assisting team members in resolving service delivery issues.

* Insurance approvals and documentation are recorded in the medical record and computer system in accordance with center standards.

* Interprets, supports and communicates policies, standards and procedures.

* Investigates and responds appropriately to patient complaints in collaboration with the Site Manager(s).

* Works with the Site Manager(s) to standardize practice across all SNS outpatient satellites. Analyzes activities to ensure best practice is consistently carried out throughout SNS outpatient satellites.

* Works with Site Manager(s) and other PSR staff to reduce denials by acting as a liaison between SNS Outpatient and billing entities within MGB regarding denial management. Addresses denial work queues in a timely manner. Takes action to remediate denials when possible and provides education to team members on measures to prevent future denials.

* Identifies trends to Manager which could improve patient care, patient satisfaction, and center operations.

* Acts as the primary resource to administrative staff for patient issues or concerns regarding scheduling, insurance coverage, or front desk customer service.

* Additional department, organization, or network activities are completed per established objectives.

* PCC Organizational Values of Innovation, Collaboration, Accountability, Respect, and Excellence are upheld.

Qualifications and Experience

Education/Degree

Required

* High school graduate required.

Preferred

* Associates or Bachelors degree in Health Administration

Experience

Required

* Three (3) to five (5) years of experience in a medical/physician’s office setting or ambulatory care setting.

Licensure

Required

* A valid driver’s license (and in good standing). Must be able to provide own transportation methods.

Preferred

Skills (Specific learned activity gained through training (e.g. computer skills, keyboarding, presentation, CPR, ACLS, etc.)

Required

* Computer proficiency required. Microsoft office applications preferred with ability to learn new software.

Preferred

* Highly developed communications and interpersonal skills, working with diverse population.

• Work independently, be self-directed and contribute as a member of a team.
• Anticipates challenges and develops and implements strategies for addressing them.

* High level of service delivery. Demonstrate initiative with ability to prioritize work, meet deadlines and adapt to changing situations.

* Attention to detail.