Job Description

Top Healthcare Provider Network

The 61st Street Service Corporation, provides administrative and clinical support staff for ColumbiaDoctors This position will support ColumbiaDoctors, one of the largest multi-specialty practices in the Northeast. ColumbiaDoctors’ practices comprise an experienced group of more than 2,800 physicians, surgeons, dentists, and nurses, offering more than 240 specialties and subspecialties.

Opportunity to grow as part of the Practice Associate Career Ladder!

The Practice Associate III – Specialty Coordinator (FPO/Primary Care) is an experienced professional with in-depth knowledge of patient care coordination and back office responsibilities including complex scheduling, referrals, and inter-specialty scheduling. The Practice Associate III is responsible for ensuring an exceptional patient experience during patient arrival, patient interactions relating to registration and appointment scheduling as well as other administrative inquiries. The Practice Associate III is part of a team that delivers an exceptional patient experience through kindness, inclusion, integrity, accountability, and excellence.

Job Responsibilities:

• Greet patients and visitors.
• Review the daily and weekly schedule frequently to ensure accuracy of the visit provider, appointment duration, patient insurance participation status with the visit provider, visit reason, and visit type.
• Obtain all required registration and intake information from patients necessary for an efficient check-in process; verify and/or update any new insurance eligibility, benefits, or other information prior to the start of the patient appointment in the electronic health record (EHR); accurately indicate arrivals, cancellations, and no-shows in the EHR.
• Schedule follow-up appointments, referrals, and other related tests as requested by the provider. Obtain prior authorizations and referrals for follow up care as needed by insurance plan.
• Answer patient telephone calls. Respond to patient portal messages and patient voicemail.
• Collect all time-of-service and past due payments prior to the start of the appointment. Settle cash drawer in the EHR on a daily basis.
• Educate patients on benefits on using patient portal and assist patient to sign up for patient portal.
• May rotate to other sites and serve as Team Lead and/or Preceptor. May supervise tasks and determine resolution and/or escalate as appropriate.
• May assist Supervisor/Manager with special projects as needed.
• Communicate insurance participation, financial responsibility (if applicable) and time of service policy to patient population.
• Perform other related duties as assigned.
• Serve as a first point of escalation for complex cases or scheduling issues.
• Assist with educational sessions to train new staff in front-end process. Mentor Level I and Level II staff. Assist with onboarding.
• Resolve escalated insurance related cases. Escalate issue for resolution if and when appropriate. Track and follows through for complete resolution. Make recommendation to update/revise procedure or workflow as needed.
• Lead a collaborative team oriented environment. Facilitate team discussions about complex patient scheduling needs. Help identify solutions and take ownership for resolving scheduling conflicts. Communicate with management team and care providers to resolve scheduling issues.

Job Qualifications:

• High school diploma or equivalency is required.
• A minimum of 5 years’ relevant experience.
• Advanced knowledge/proficiency of Medical Terminology.
• Strong organizational and problem solving skills, and the ability to set priorities among multiple competing objectives, tasks and initiatives is required.
• Candidate must demonstrate strong customer service orientation and the ability to deliver consistent exceptional service while demonstrating tact, respect and sensitivity.
• Excellent relationship management skills including, but not limited to, emotional intelligence, interpersonal skills, empathy, and ability to handle situations with respect, tact and sensitivity.
• Candidate must be organized and be able to manage a demanding workload and moderately complex cases in an accurate and timely.
• Ability to mentor teammates and demonstrate professional and compassionate manner while conveying a positive image of the practice. Encourages positivity and adaptability to new and changing situations.
• Ability to work independently and multi-task with constant follow-through.
• Candidate must demonstrate excellent verbal and written communication skills.
• Strong proficiency of Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
• Prior experience in EPIC/EHR is preferred.
• Prior experience in medical office setting or a customer service environment is preferred.
• Bilingual English/Spanish a plus, but not required.

Hourly Rate Ranges: $28.13 - $35.16

Note: Our salary offers will fall within these ranges based on a variety of factors, including but not limited to experience, skill set, training and education.

61st Street Service Corporation

At 61st Street Service Corporation we are committed to providing our client with excellent customer service while maintaining a productive environment for all employees. The Service Corporation offers a competitive comprehensive Benefit package to eligible employees; including Healthcare and various other benefits including Paid Time off to promote a healthy lifestyle.

We are an equal employment opportunity employer and we adhere to all requirements of all applicable federal, state, and local civil rights laws.

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