Coordinator, Customer Service (On Call)

Job Summary:

The Customer Service Coordinator (CSC) greets members in the medical office building (MOB) and creates an environment that makes internal and external customers feel welcome, comfortable and cared for. Supports clinical staff with back-office duties as assigned with general administrative work. Provides exceptional member experiences, maintains essential paperwork and records to support the business. Maintains a visible presence and assists members with their needs.

Essential Responsibilities:

• Assist members with registration, verifying eligibility and updating demographic information, as necessary. • Process co-payment and regulatory front-end forms and assist members who qualify for Medical Financial Assistance by referring to Financial Counselor or Patient Registration Associate. • Answers member questions regarding co-pay, deductible, co-insurance, and deposits. • Proficient in Point of Service (POS), back-office copay, and outstanding balance (OSB) collection. • Practices proper cash handling, reconciliation, and end-of-day processes in accordance with established policies and guidelines. • Greets members in the MOB at Kiosk general areas and assists with wayfinding. • Proficient in Health Connect as related to their job duties. • Schedules appointments at the request of members/physicians, per established protocols, and provide pre-appointment instructions, as necessary. • Assists with patient navigation, as appropriate. • Adheres to record retention practices. • Documents quality issues and informs the appropriate personnel. • Follows appropriate procedures for medical and non-medical emergencies in the medical office building or campus. • Be Knowledgeable of Emergency Management Guidelines. • Maintains an awareness of how to report compliance issues and concerns. • Builds effective working relationships with all members of the healthcare team and other departments within HP/TSPMG. • Maintains a visible presence at assigned location during operating hours for duties. • Request and maintains supplies for the Kiosk and reception areas. • Support of back-office duties (i.e. answering phones, calling nurse/lab tech for IVs, coordinating patient transport, coordination with ancillary services (e.g. pharmacy, lab, radiology, instrument delivery and inventory management, assisting with room turnover, obtaining outside medical records, ordering referrals, scheduling appointments and stat tests) • Maintains an awareness of how to report compliance issues and concerns. • May perform other duties as assigned.

Section 1: Key Responsibilities

The Customer Service Coordinator plays a vital role in creating a welcoming environment for members and clinical staff. Key responsibilities include:

• Greeting members and providing exceptional customer service
• Processing co-payments and regulatory forms
• Answering member questions and providing information on medical services
• Maintaining accurate records and documents
• Assisting with patient navigation and scheduling appointments
• Maintaining a visible presence and adhering to established policies and guidelines

Section 2: Technical Skills

The Customer Service Coordinator requires proficiency in the following technical skills:

• Point of Service (POS)
• Back-office copay and outstanding balance (OSB) collection
• Health Connect
• Cash handling and reconciliation
• End-of-day processes

Section 3: Communication and Interpersonal Skills

The Customer Service Coordinator must possess excellent communication and interpersonal skills, including:

• Building effective working relationships with healthcare team members and other departments
• Maintaining a visible presence and providing exceptional customer service
• Adhering to established policies and guidelines
• Reporting compliance issues and concerns

Section 4: Additional Responsibilities

The Customer Service Coordinator may be required to perform additional duties, including:

• Answering phones and coordinating patient transport
• Assisting with room turnover and obtaining outside medical records
• Ordering referrals and scheduling appointments
• Maintaining supplies and equipment for the Kiosk and reception areas