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Position Summary:
The Patient Services Coordinator (PSC) serves as the main administrative contact for both patients and clinicians at their assigned center to ensure that the center runs smoothly daily. The PSC will provide excellent clinician and patient support in a pleasant working environment that embody our core values: ICARE-Integrity, Community, Accountability, Results, Enthusiasm. A detailed description of role responsibilities are outlined below.
Administrative Responsibilities:
- Telephone management: Answer incoming phone calls, assist caller with all requests, connect with other departments when necessary, retrieve and process voice mails, relay all messages to appropriate individuals within 1 business day
- Learn, become proficient and utilize all MPCC systems (AMD, MEND, PETAL, Five9, Company Portal)
- Maintain the center environment to ensure clinician, patient, and shared spaces are used appropriately and kept clean
- Adhere to the Missed Visit Report SOP responsibilities as outlined
- Adhere to the Medical Records Policies and Procedures responsibilities as outlined
- Coordinate lunches with pharmaceutical representatives and Center Directors on center calendar
- Order center and clinical supplies
- Maintain current stock of clinician appointment cards
- Check email and respond to received emails and Teams messages
- Attend all meetings and trainings as assigned
Responsibilities to Clinicians:
- Task clinician messages that need their attention (non-medication patient questions) using the SBAR communication format
- Forward all important patient or referring clinician correspondence to clinician in timely manner
- Task MST messages that need their attention (medication related questions)
- Process and send out pharmacogenetic testing
- Process and send out drug screens
- Administer computerized testing for patients and upload results (CNS-VS and Qb)
- Confirm that Center calendar is current with team member time off requests
Patient Responsibilities:
- Greet patients professionally and respectfully upon entering by adhering to the MPCC Service Excellence Standards
- Check- in patients and ensure clinician is notified of patient’s arrival
- Obtain all new patient paperwork, a copy of a photo ID and insurance card (front and back) < OR>
- Confirm each patient’s demographic information at each visit (insurance, address, phone number, email)
- Collect the patient’s payment for DOS, existing balance and any other payment required.
- Upload patient notes, information, etc. into the patient’s charts in AMD
- Notify Prior Authorization department of any requests and follow up as needed
- Prepare, scan, transmit letters and/or documentation as needed
- Manage wait list for patients requesting a sooner appointment
- Schedule and reschedule appointments as necessary
Requirements for Position:
- Travel to different locations and act as additional coverage as needed (primarily float position)
- Excellent communication skills, both verbal and written
- Organized with an ability to multi-task
- Ability to maintain calm and professional demeanor in potentially stressful situations.
- Ability to problem solve
- At least 1 - 2 years working in an office setting (preferably medical)Proficient computer and software skills
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands:
While working the essential functions of this job, the employee is occasionally required to stand, walk, sit, lift, carry, use hands to handle or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl, talk, hear and lift and/or move up to 40 pounds.
Work Environment:
While performing the essential functions of the job, the team member comes in contact with patients in a wide variety of circumstances. The team member may be exposed to unpleasant situations including accidents, injuries, illnesses, patient elements and varying or unpredictable situations.