Patient Services Coordinator I (Psychiatry)

Overview
The
Scheduling Coordinator I (Bilingual–Spanish)
will schedule new and follow-up patient appointments and perform a wide variety of administrative and front-end clinical operations activities which include, but are not limited to, greeting and checking in/out patients and families; collecting patient and treatment information; estimating deposit requirements; providing cost estimates; determining patient liability; establishing payment arrangements; and coordinating payment arrangement information for outpatient and day programs with non-par payer sources. The incumbent may assist the program’s crisis management team and is expected to interact with patients, families, clinicians, and administrative staff in a courteous and professional manner. This position requires the incumbent to be bilingual in English and Spanish with a proficiency level that meets the Institute’s minimum standards.

Responsibilities

• Accurately schedule new and follow-up patient appointments. Ensure that appointments are confirmed prior to date of service.
• Promptly answer phones, appropriately direct calls, take and deliver accurate messages, return calls, answer questions; and provide accurate and timely follow-up as needed.
• Regularly monitor new and follow-up treatment appointments, cancellations, and no shows.
• Work with assigned providers, families, and other staff to reschedule appointments based on patient’s needs and according to established department policies and procedures. Monitor provider schedules on a regular basis and accurately modify patient appointments as necessary.
• Maintain regular contact with patients, clinics, and departments regarding pending insurance clearances, coverage, issues, and/or follow-up activity.
• Respond to patient families, providers, and other staff in a timely manner based on the established department policies and procedures.
• Reassign or reschedule patient appointments based on clinician leave requests (planned and unexpected). Collaboratively work with supervisor to resolve concerns.
• Work with the Patient Access department to retrieve and assess insurance authorizations.
• Collect, track, and process quality improvement and patient tracking data as needed.
• Serve as a code green team member and respond to clients in behavioral crises as part of the program’s crisis management procedures.
• Assist with the training of Patient Service Specialists.

Qualifications

• High School Diploma, GED, or equivalent required.
• Associate’s degree or higher in Human Services, Healthcare Administration, or related field preferred.

EXPERIENCE:

• Minimum 1-3 years of related experience (e.g., patient registration, scheduling, and/or coordinating patient services) required.