Access Coordinator II

PRIMARY FUNCTION:

This position is directly responsible for the coordination of care between the practice, referring provider, hospital support providers, both specialty and primary and the patient. Responsibilities include answering telephones, retrieving and triaging messages from the answering line, and directing inquiries to the appropriate personnel. The role also rotates to provide coverage at satellite locations.

Patient Service Coordinators take the responsibility to obtain and track all needed referrals and information to schedule the patient resulting in a timely, positive, and effective patient encounter ensuring a positive patient experience.

Verify and document patient insurance coverage and coordinate financial support with the practice director and the cancer center social worker team if required.

Support and coordinate Multidisciplinary Clinic (MDC) patient appointments with the cancer center team and review and prepare needed information to support MDC Services.

Review, transcribe and follow up on Vocera and Patient Portal Messaging.

Track ongoing communication with the patient, referring physician office and hospital provider staff.

SCHEDULE: Monday-Friday 7AM-4:00PM. This role is primarily based at Helen F. Graham location in Newark, DE, with possible occasional travel to other CCHS locations as needed.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Check-in patients and queue patients in Mosaiq. Make copies of insurance cards and all pertinent documentation including but not limited to if patient has a pacemaker (scans card if applicable). Take an identification photo and upload it to the EMR.

• Work effectively and efficiently with referring physician offices and hospital providers to coordinate patient care.

• Accurately create patient medical records prior to patient appointments ensuring the patient is not already in the EMR. Generate an "alert" in the EMR for patients who have the same first and last names. Obtain documents from offices and/or the appropriate software applications pertinent to the patient's diagnosis and scan them into the appropriate section of the EMR, a minimum of three (3) days prior to the patient's appointment.

• Investigate and document all information to support outpatient office visit services. Review patient diagnosis and coordinate directly with the practice provider to support patients with a critical diagnosis that may warrant immediate intervention.

• Control the workflow related to the demand for new patients by communicating with physicians and handle all urgent/emergent requests.

• Insurance verification (level of coverage to support oncology services and out of pocket expenses)

• Minimize financial risk and maximize delivery of patient care by reviewing pts with no or less than adequate insurance coverage and alert the practice director/Cancer Center Social Worker. Once that connection is initiated, track the interaction until coverage have been confirmed to support the pt being seen and treated.

• Provide new patients with all information needed prior to the scheduled appointment date. Including the access to Navigating Care (Practice Patient Portal) and making certain all new patient forms are reived and completed prior to the visit.

• Request referral, track and monitor process ensuring a timely response to the request and follow up interaction with the Patient and their Referring Physician.

• Communicate with patients if additional studies or biopsies are required per the direction of the CCOH Provider.

SCOPE, PURPOSE, AND FREQUENCY OF CONTACTS:

• Frequent contact with physicians/office staff, patients/family, utilization management organizations, managed care organizations, 3rd party insurance companies, CCHS hospital, billing and other ancillary departments.

DIRECTION/SUPERVISION OF OTHERS:

None

DIRECTION/SUPERVISION RECEIVED:

Direct supervision by Business Office Supervisor and Practice Administrative Director

EDUCATION AND EXPERIENCE REQUIREMENTS:

• High School Graduate or Equivalent

• 2 years' experience in a medical office practice setting is required; 3 years' experience is preferred

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

• Exceptional organizational skills

• Knowledge of 3rd party billing practices

• Knowledge of CPT and ICD-10 coding

• Knowledge of computer equipment, capabilities, procedures, and requirements

• Knowledge of Varian and Soarian systems

• Ability to enter, store, and retrieve patient data in computer

• Ability to coordinate work schedule to achieve maximum productivity and efficiency

• Ability to multi-task and prioritize work assignments

• Ability to handle conflict and maintain composure in a highly stressful work environment

• Ability to maintain confidential information and materials

• Ability to work within a team

• Ability to act and function independently and make accurate decisions without direct supervision

• Ability to establish and maintain superior quality customer service with patients, patient families, staff, visitors, insurance companies, physicians, physician office staff, and the general public

• Skill in providing exceptional customer service

SPECIAL REQUIREMENTS:

None

PHYSICAL DEMANDS:

Sitting long periods with intermittent standing and walking. Manual dexterity to initiate phone calls and to provide computer entry of information. Sight to dial numbers and read computer screens.

WORKING CONDITIONS:

Busy phones and stressful office environment in an outpatient setting

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

Post End Date

EEO Posting Statement

ChristianaCare offers a competitive suite of employee benefits to maximize the wellness of you and your family, including health insurance, paid time off, retirement, an employee assistance program. To learn more about our benefits for eligible positions visit https://careers.christianacare.org/benefits-compensation/