Patient Services Coordinator II

Patient Services Coordinator II is responsible for providing exemplary customer service, patient registration & documentation, appointment scheduling and patient flow, collection of daily cash and audit procedures including the completion of various billing services, opening and closing the receptionist station daily, including Saturdays as required. The Patient Services Coordinator II is also responsible for assisting with department training, mentoring new staff, and special projects as needed.

Representative Duties:

Provide excellent customer service

• Greet each client with a smile and welcoming, professional manner
• Answer each phone call in a cheerful and professional manner
• Log information on calls received, where required and maintains detailed and accurate records
• Provide clients with correct and accurate information regarding FCHC services and providers (Ask for input from team colleagues if unsure of correct response to inquiries)
• Refer unusual or difficult situations to supervisor
• At all times maintain patient confidentiality, speak in quiet tones at the desk with colleagues and clients and behave appropriately for a highly visible position
• Be discrete when obtaining sensitive information from clients
• Establish and maintain effective working relationships with co-workers, supervisors and the general public
• Perform reception duties in an efficient, professional and courteous manner

Accurately perform registration process for new and existing patients

• Accurately register and enter new patient demographic data and insurance information in system
• Verify existing patients' demographic data and insurance information at each visit accurately record and enter any changes received
• Collect co-payments and agreed fees at check in

Schedule appointments according to established procedures

• Schedule appointments according to the patient's needs and provider availability
• Follow established procedures

Collection of daily cash and audit procedures

• Collect client payments and record in timely and accurate manner
• Verify all transactions at the end of the day and report all discrepancies
• Run daily reports in a timely manner and according to written guidelines

Acts as a departmental resource for training and special assignments/projects

• Participates in the training of new staff on registration and scheduling
• Acts as departmental expert and resource to others
• Assists with special projects as needed

Meets agency participatory expectation

• Adheres to all agency and departmental policies and procedures
• Participates in quality assessment and improvement activities as requested
• Adheres to the highest principles of patient and client confidentiality
• Adheres to established safety policies, procedures and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation
• Attends all required meetings, in-services and professional trainings Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities
• Serves on agency committees and in professional organizations when requested

Performs other related job duties as required

• Minimum of high school graduate (or equivalent)
• Demonstrated 3-5 years' successful or progressive experience Patient Services
• Ability to mentor, train, and act as a resource to others in patient services workflows
• Computer experience required
• Knowledge of business procedures
• Ability to communicate with patients and colleagues in a calm, patient, flexible and understanding manner
• Ability to work harmoniously and effectively with colleagues, patients, clients and vendors across the spectrum of diversity, including but not limited to race, ethnicity, color, gender identity, sexual orientation, age, socio-economic status, national origin and immigrant status, religious or spiritual identity, disability (physical, mental, emotional and developmental), veteran status, and/or limited English proficiency.
• Willingness to contribute towards Fenway's efforts in becoming an anti-racist organization and promoting a culture dedicated to ongoing development in service of humility, equity, diversity, inclusion, and belonging, where differences are acknowledged and valued.

Preferred Qualifications:

• Successful customer service background strongly preferred
• Experience in healthcare or medical office administration preferred
• Bilingual Spanish/English preferred

We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, generous paid time off, commuter benefits, and more.

LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.

This is a union position in a Fenway Health bargaining unit represented by 1199 SEIU United Healthcare Workers East.