Job Description

Lead Appointment Coordinator contributes to overall patient satisfaction by consistently delivering outstanding customer service to patients, providers and payers throughout the patient’s healthcare experience. Under the direction of the Manager, provides day to day support for the appointment team, acting as a subject matter expert, Super User, primary escalation point, preceptor, and performance coach. As a working team leader, performs a wide variety of patient care activities, including the prompt and accurate handling of scheduling/registration, addresses patient concerns and communicates courteously throughout the delivery of care. Aims always for first call resolution. Collaborates with physician offices and clinical departments to coordinate services, prepares patients for their visit, and maintains all of its support processes.

STATUS: Full Time

LOCATION: Riedman Campus

DEPARTMENT: Neurology

SCHEDULE: Monday - Friday Days

ATTRIBUTES

• Two (2) years customer service experience, preferably in a health care setting.

• High School or GED Associates Degree Preferred

• Embraces a culture of customer-centric behavior and innovation critical to success in this role.

• Possesses strong customer service skills and the ability to demonstrate compassion and empathy. Knowledge of medical terminology.

• Strong verbal and written communication skills including good voice quality, good diction, and articulation are required. Knowledge of terminology used by insurance/managed care health plans.

• Must be available to work a flexible schedule that may include evening, weekend and holiday shifts. Knowledge of function and relationships within a hospital environment preferred.

• Must be able to multitask, handling phone conversations with consumers while accurately entering data in the computer while continuing to focus on the customer.

• Ability to lead and manage teams and projects.

• Proficiency in use of computers. Must be able to type a minimum of 35 wpm.

Certified Healthcare Access Associate (CHAA) or equivalent desired.
•Bilingual preferred; able to pass a language proficiency assessment within 30 days of hire

RESPONSIBILITIES

CUSTOMER SERVICE & SUPPORT: Collaborates and ensures team delivers a seamless, exceptional customer experience across a broad range of customer touch points, channels, processes, and applications. Works across multiple functions and with all levels of the organization. Responds to and supports team with inbound interactions utilizing EMR to schedule patient appointments, registrations and inquiries following established protocols to ensure patient safety and data integrity; primary point of escalation. Proactively contacts and supports team to contact patients, caregivers, physicians and the community to schedule patient appointments, complete registrations and respond to inquiries following established protocols to ensure patient safety and optimize the revenue cycle; primary point of escalation. Coordinates and processes effectively various EMR work queues by updating, deferring or editing information following established protocols and workflows. Communicates effectively using EMR messaging, utilizing appropriate smart phrases and workflows; point of escalation according to established process.

TRAINING & DEVELOPMENT Supports enrollment and activation of patient portal accounts, including answering questions and/or resolving any user issues; point of escalation according to established process. Partners with training and development to provide role support and learning experiences for new employees. As a role model, subject matter expert (SME), and Super User, facilitates training, knowledge transfer and at the elbow support skills. Ensures own compliance with all contact center policies and procedures. Is open to constructive criticism and willing to work on areas identified as needing improvement. Provides feedback and coaching real time to each team member in support of their adherence and productivity goals. Adheres to and ensures compliance with Health Insurance Portability and Accountability Act (HIPAA) at all times to safeguard protected health information. Perform other duties as directed.

EDUCATION:

LICENSES / CERTIFICATIONS:

PHYSICAL REQUIREMENTS:

S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

EDUCATION:

LICENSES / CERTIFICATIONS:

PHYSICAL REQUIREMENTS:

S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements.

Any physical requirements reported by a prospective employee and/or employee’s physician or delegate will be considered for accommodations.

PAY RANGE:

$18.50 - $23.00

CITY:

Rochester

POSTAL CODE:

14617

The listed base pay range is a good faith representation of current potential base pay for a successful full time applicant. It may be modified in the future and eligible for additional pay components. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts.

Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law.