POSITION SUMMARY:

Under general supervision from the Operations Supervisor and/or Operations Manager, the Patient Care Coordinator will support the System Chief of Cardiac Surgery, attendings, physician extenders, as well as the practice’s daily needs.

The primary purpose of the job is to serve as a liaison for patients in all communications regarding care rendered in the department.

Serves as a liaison with patients facilitating access to care, gathering information for pre-admission, registration, or admission of inpatients and ambulatory that require surgical or interventional studies. Schedules appointments, verifies demographics and financial information. Obtains pre-authorization from insurance carriers for all cases. Receives faxes and phone calls from insurers, processes referrals and ensures Ambulatory clinic sessions are filled. Assists the Department to meet targets established by Ambulatory Leadership Group.

Facilitates communication as follows:

• Between patient and physician or physician extenders (nurse practitioner and physician’s assistants)

• Between physician extenders and operating room surgery scheduling personnel

• Between patient’s referring physician and physician extenders, including assuring that correspondence is disseminated properly among academic office support personnel.

Boston Medical Center (BMC) is more than a hospital. It´s a network of support and care that touches the lives of hundreds of thousands of people in need each year. It is the largest and busiest provider of trauma and emergency services in New England. Emphasizing community-based care, BMC is committed to providing consistently excellent and accessible health services to all—and is the largest safety-net hospital in New England. The hospital is also the primary teaching affiliate of the nationally ranked Boston University School of Medicine (BUSM) and a founding partner of Boston HealthNet – an integrated health care delivery systems that includes many community health centers. Join BMC today and help us achieve our Vision 2030 which is a long-term goal to make Boston the healthiest urban population in the world.

Position: Patient Care Coordinator

Department: Cardiac Surgery

Schedule: 40 Hour Days, FT

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ESSENTIAL DUTIES & RESPONSIBILITIES:

• Greets and provides assistance to visitors, patients and employees in a professional and courteous manner

• Answers and directs telephone calls and other inquiries to the appropriate person

• Gathers patient registration data to enter into appropriate systems as required for reimbursement of services rendered

• Communicates with insurance carriers or other health facilities to ensure that all patients awaiting services have a current referral from their primary care physician

• Assigns a new medical record to new patients and maintains existing records up-to-date

• Collates and assembles documents and distributes upon request. This includes specialized information packets, newsletters, and other mass mailings

• Acts as a liaison with other departments to ensure efficient inter-department communication

• Schedules procedures based on type, allocation of operative team, time availability and specialty instruments. Schedules surgeries and maintains the operating schedule for surgeons

• Prior to scheduling verifies that procedure meets medical necessity screening using appropriate software

• Schedules follow-up appointments; reschedules patients from cancelled or bumped surgical procedures and documents communication with patients in the electronic medical record

• Maintains an adequate inventory of office and medical supplies and places orders as needed

• Performs all general office duties such as photocopying, filing, and sorting mail. Opens, reviews and distributes interoffice mail. Brings priority items to supervisor’s attention. Prepares outgoing mail for pick-up

• Operates standard office equipment i.e. fax, telephone, copier. Assists in the care and maintenance of department equipment and supplies. Reports any malfunctioning equipment to IT Help Desk or appropriate department

• Maintains work area and equipment in a neat and orderly manner; organizes work area for efficiency and safety

• Attends and participates in meeting and/or committees, as required

• May assist in the preparation and submittal of payroll report as necessary

• Routinely handles large amounts of sensitive, confidential information and maintains confidentiality

• Meets hospital-wide standards in the following areas: a. Conforms to hospital standards of performance and conduct, including those pertaining to patient rights, so that the best possible customer service and patient care can be provided. b. Utilizes hospital’s Values as the basis for decision-making and to facilitate the division’s hospital mission. c. Follows established hospital infection control and safety procedures

• Analyses problems in order to determine appropriate course of action and offers constructive suggestions to improve efficiency in office operations

• Gathers and tracks various patient and non-patient related information, and generates daily and monthly reports as needed for meaningful review

• Maintains a computerized records management system to ensure an accurate and current data base of records is available

• Provides research and administrative support for special projects. Prepares data on projects, as requested and/or needed

• Maintains calendars for assigned personnel. Makes travel arrangements for out of town conferences, air, hotel, and car. Process all travel receipts for reimbursement of travel related expenditures

• Schedules meetings: verifies availability of attendees; confirms meeting location, sends Outlook invitations and reminder correspondence; makes reminder phone calls. Distributes materials and arranges food orders as necessary

• Works with marketing consultant as pertains to practice needs

• Develops competencies as related to position

• Performs other administrative tasks as needed

• Complies with all requirements of RESPECT

JOB REQUIREMENTS

EDUCATION:

• Bachelor's degree plus 1 - 2 years relevant work experience or

• Associates degree plus at least 3 years relevant experience or

• HS/GED with 5+ years relevant experience

EXPERIENCE:

All incumbents must have medical office experience and/or referral authorization experience as follows:

• HS/GED plus 5 + years or

• Associates plus 3 years or

• Bachelors plus 1- 2 years medical office experience and/or referral authorization experience. Service industry experience a plus

• Bilingual in Spanish is a strongly preferred

KNOWLEDGE AND SKILLS:

• Extensive knowledge of a word processing and spreadsheet software applications. MS Office preferred

• Working knowledge of managed care—overall understanding of HMO, PPO, and capitation; obtaining insurance approvals, billing, and co-payments, and handling patient flow

• Proven experience handling perturbed patients/customers and dealing with sensitive issues

• Familiarity with scheduling and rearranging appointments

• Pleasant speaking voice and demeanor

• Neat, professional appearance

• Strong written and verbal communication skills

• Stellar organizational skills.

• Ability to manage multiple tasks and work independently;

• Attention to detail and to work under pressure are also important.

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being. 

NOTE: This range is based on Boston-area data, and is subject to modification based on geographic location.

Equal Opportunity Employer/Disabled/Veterans

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