Discharge Coordinator (Located at Elkhart General)

Hospital Discharge Coordinator

Reports to: Specialty BMG Manager/Director

Responsibilities:

• Coordinates specialty follow-up care for patients following hospital and emergency department discharge.
• Schedules specialist appointments.
• Verifies insurance eligibility.
• Communicates coverage and financial responsibility to patients.
• Collects applicable co-payments and deductibles.
• Supports continuity of care and access to specialty services on behalf of the medical group.

MISSION VALUES and SERVICE GOALS

MISSION We deliver outstanding care, inspire health, and connect with heart.

VALUES Trust. Respect. Integrity. Compassion.

SERVICE GOALS Personally connect. Keep everyone informed. Be on their team.

Job Description:

Performs routine reception and referral duties in accordance with established policies and procedures by:

• Receiving and greeting patients and visitors when checking out after emergency room services.
• Obtaining information from the patient to accurately complete the patient record for payment information and scheduling purposes.
• Maintaining good rapport and cooperative working relationship with all members of the medical offices and hospital departments.
• Acting as liaison between provider offices and hospital departments to ensure timely access to follow-up care and representing Beacon Medical Group to make a good first impression.

Responsibilities (continued):

• Performing time of service collections for copays and deductibles at discharge to support health system financial goals while maintaining strong patient relations.
• After collecting applicable co-payments and deductibles, posting patient payments on the patients account and generating a system receipt to give to the patient.
• Performing online insurance eligibility and specialty referral scheduling.
• Gathering pertinent information from insurance carriers and ancillary staff to make certain the patients financial obligations for services rendered.
• Referring the patient for financial assistance if they are unable to secure satisfactory payment arrangements.
• Documenting communications, actions, and other data in an information system regarding referrals.
• Evaluating current processes for enhancement and making necessary recommendations.

Run emergency department discharge reports to identify patients discharged when no specialist referral coverage was available, proactively contacting identified patients to schedule appropriate specialist follow-up.

Assisting management team to identify referral patterns by inputting referral data into the referral database.

Communicating with the Manager or Director regarding any concerns or problems.

Organizational Responsibilities:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies, and department-specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Direct patient care providers are required to maintain current BCLS CPR and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process, and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.
• Commitment to Beacons six-point Operating System, referred to as The Beacon Way.

Leverage innovation everywhere. Cultivate human talent. Embrace performance improvement. Build greatness through accountability. Use information to improve and advance. Communicate clearly and continuously.

Education and Experience:

• The knowledge, skills, and abilities as indicated below are acquired through the successful completion of a high school diploma or equivalent is required. Must be a minimum of 17 years of age.
• A minimum of one year of previous hospital or medical office experience is preferred.
• Additional college-level courses in the medical practices area are desired.
• Associates degree preferred.

Knowledge and Skills:

• Basic office and keyboarding skills and the ability to use designated reference materials and office equipment, i.e., computer, printer, fax machine, calculator, etc.
• Effective telephone skills for example to accurately take and relay information about patients and referrals.
• Proficient computer skills, i.e., data entry, word processing, and spreadsheets.
• Requires the ability to use multiple databases, such as Availity, Carelon, and Cerner.
• Understanding of time-of-service collections, specifically co-pays and deductible insurance requirements, and communicate to patients as necessary.
• Demonstrates analytical skills necessary to solve patient problems and interpret data.
• Must be tactful in handling patient problems often of a highly personal and confidential nature.
• Promotes collaboration and innovation in the clinical services to ensure continuity of care from emergency room to follow-up care.
• Must be able to maintain professionalism during frustrating interpersonal situations.

Working Conditions:

• Assigned hours within your shift starting time or days of work are subject to change based on departmental and/or organizational needs.
• May need to travel to other Beacon locations.
• Understands and strives for providing excellent customer service.
• Ability to adjust communication skills to the level of the patient.
• Requires independent critical thinking skills and extensive problem-solving skills.
• Requires a flexible work schedule, including evenings, nights, and weekends, that meets the needs of the Department.