Referral and Office Coordinator - Cognitive Care (Days)

Definitions

The position will maintain management and oversight of efficient processing for incoming and outgoing practice referrals, while overseeing all facets of surgery scheduling and prepayments plans for the practice.

Required Knowledge & Skills

Education: High School Diploma or GED

Experience: One year of related experience. Requires a working knowledge of standard practices and procedures.

Licenses and Certifications

NONE REQUIRED

Qualifications

High School Graduate or GED

Medical Assistant Certification, preferred

At least one year of experience is required

Ability to manage multiple tasks and prioritize appropriately

Highly organized and proficient in computer systems, such as Microsoft Office and Medical Record software

Ability to communicate thoroughly, with positivity to team, while elevate appropriately to leadership

Demonstrates excellent customer service and patient de-escalation skills

Demonstrates an ability to teach and hold team members accountable to excellent customer service skills.

Statement Of Employment Philosophy

Being a part of Tanner Health System is more than a job, it is a promise we make to treat every patient with exceptional service every time they walk through our doors. Service excellence is the foundation of our organizational culture and the expectations we all set for each other, our patients, physicians and our community. All employees agree to abide by a set of service standards. These standards are the promise we make to provide the best care possible, and represent our beliefs, values and who we strive to become. We each commit to making Tanner Health System a great place for our employees to work, for patients to receive care and for physicians to practice medicine.

Functions

Area of Responsibilities

Front Office Coordination -- Oversees the daily functions of the front office. Organizes and performs routine clerical functions of the department. Assists in the registration of patients, consent signing, understands the laws governing the requirements surrounding guardianship, and assists in the overall admission process for all new patients. Completes appropriate documentation- organization of the medical record with regards to registration needs per TMC requirements. Assists in monthly billing audits and the tracking of appropriate charging of the patient's stay. Updates and maintains the access programs for ancillary departments to track program census and treatment status. Prepares new patient charts. Includes selecting appropriate dividers, applying labels, and filing any information provided. Crosstrain co-workers to fill in for coordinator duties. Monitors billing procedures in the practice to ensure patient registration and billing is accurate and performed in a timely manner. Maintains strict control of internal cash control procedures. Organizes meetings and education activities schedules of doctors and or staff as necessary. Ensures general cleanliness and neatness of the practice. Consults with Director of PHP IOP and or Clinic Director regarding any problems and concerns and assists in implementing organizational changes. Denotes appointment arrivals appropriately and in a timely manner, informs and extends registration information upon patient arrival. obtains copy of insurance cards, verifies and updates as needed, including demographics. Customer Service: Works with team members in achieving customer service goals for the practice. Participates in customer service initiatives. Demonstrates excellent customer service skills. Communicates effectively and in a timely manner with patients and management regarding service recovery opportunities. Monitors customer service and develops action plans for improving patient satisfaction.

Referral Coordinator duties: Verifies insurance coverage and obtains prior authorization as needed. Communicates financial responsibility to the patient for referral, procedures, or consultation. Attempts to collect monies due to the clinic before procedures are scheduled. Maintains knowledge of and daily use of several Epic context to include report running, scheduling modules for a number of providers in differing office locations, registration, and private health information. Monitor monthly co-pay collection rates.

Development, Communication and Reporting: Maintains a current knowledge of basic behavioral health operations. Develops and maintains a working knowledge of CPT and ICD coding. Participates in continuing education. Participates in the development of new programs and assists with special projects, as required. In collaboration with the Manager, Coordinator will prepare requested reports each month, including but not limited to calls, referrals, and amounts collected. Referral reporting is generated monthly and provided to Administration. Other duties as assigned.

SPECIALITY PRACTICES RELATED DUTIES AND RESPONSIBILITIES * Access to Care: Schedule earliest available appointments. Seeks assistance from clinical personnel if triaging patients who may need urgent or emergent care. Coordinates care across multiple settings. Provides interpretation or bilingual services to meet the language needs of its population. Participates in a structured communication process, i.e. huddles. * Identify and Manage Patient Population: Collects and verifies demographic patient information for appointments. Follows up with patients who miss scheduled visits. * Plan and Manage Care: Conducts pre-visit preparations (i.e. consent packets, My Chart access, etc.) * Track and Coordinate Care: Tracks the status of the referral and follows up to obtain the report. Consistently obtains patient discharge summaries from the hospital or other facilities. * Measure and Improve Performance: Participates in implementing and demonstrating continuous quality improvement.

Customer Service: Works with team members in achieving customer service goals for the practice. Participates in customer service initiatives. Demonstrates excellent customer service skills. Communicates effectively and in a timely manner with patients and management regarding service recovery opportunities. Monitors customer service and assist in developing action plans for improving patient satisfaction.

Compliance Statement

Employee performs within the prescribed limits of Tanner Health System's Ethics and Compliance program. Is responsible to detect, observe, and report compliance variances to their immediate supervisor, the Compliance Officer, or the Hotline.

Required Knowledge & Skills

Education: High School Diploma or GED

Experience: One year of related experience. Requires a working knowledge of standard practices and procedures.

Licenses and Certifications

NONE REQUIRED

Qualifications

High School Graduate or GED

Medical Assistant Certification, preferred

At least one year of experience is required

Ability to manage multiple tasks and prioritize appropriately

Highly organized and proficient in computer systems, such as Microsoft Office and Medical Record software

Ability to communicate thoroughly, with positivity to team, while elevate appropriately to leadership

Demonstrates excellent customer service and patient de-escalation skills

Demonstrates an ability to teach and hold team members accountable to excellent customer service skills

Definitions

The position will maintain management and oversight of efficient processing for incoming and outgoing practice referrals, while overseeing all facets of surgery scheduling and prepayments plans for the practice.

Position Responsibilities

Contact with Others: Requires frequent contact with many persons at different levels inside and outside of the organization to carry out organization policies and programs and obtain willing acceptance, consent, or action.

Effect of Error: Probable errors not easily detected and may adversely affect external as well as internal relationships and may result in major expenditures for equipment, materials, or procedures detrimental to the patient's welfare or the organization's interest. Work is subject to general review only and requires considerable accuracy and responsibility. Continually works with reports, records, plans, and programs of a major functional area of the organization where integrity is required to safeguard the organization's position. Duties may involve the preparation of data on which the administration bases important decisions and are highly confidential.

People Management Responsibilities

Supervisory Responsibility: Exercises no supervision, work direction, or instruction of other employees or students

Work Environment/Physical Effort

Mental Demands: Work involves a variety of complex problems to be solved under general organization policies. Ingenuity and judgment are required to review facts, plan work, estimate costs, and deal with factors not easily evaluated, interpret results, draw conclusions, and take or recommend action. Solutions to problems often require coordination with other departments.

Working Conditions: Generally pleasant working conditions/normal office environment.

Working Conditions Aspects for Immunizations

Performs tasks involving contact with blood, blood-contaminated body fluids, other body fluids, or sharps (needles): No

Directly works with Patients less than 12 months of age: No

Physical Effort: Minimum physical effort - Physical demands encountered are those of a typical office job.

Physical Aspects

Bending: Occasional = 1% - 33% of the time

Typing: Frequent = 34% - 66% of the time

Manual Dexterity -- picking, pinching with fingers etc.: Frequent = 34% - 66% of the time

Feeling (Touch) -- determining temperature, texture, by touching: Not required

Hearing: Constant = 67% - 100% of the time.

Reaching -- above shoulder: Occasional = 1% - 33% of the time

Reaching -- below shoulder: Occasional = 1% - 33% of the time

Visual: Constant = 67% - 100% of the time.

Color Vision: Frequent = 34% - 66% of the time

Speaking: Constant = 67% - 100% of the time.

Standing: Frequent = 34% - 66% of the time

Balancing: Frequent = 34% - 66% of the time

Walking: Frequent = 34% - 66% of the time

Crawling: Not required

Running - in response to an emergency: Not required

Lifting up to 25 lbs.: Occasional = 1% - 33% of the time

Lifting 25 to 60 lbs.: Not required

Lifting over 60 lbs.: Not required

Handling -- seizing, holding, grasping: Occasional = 1% - 33% of the time

Carrying: Occasional = 1% - 33% of the time

Climbing: Not required

Kneeling: Occasional = 1% - 33% of the time

Squatting: Occasional = 1% - 33% of the time

Tasting: Not required

Smelling: Occasional = 1% - 33% of the time

Driving -- Utility vehicles such as golf carts, Gators, ATV, riding lawnmowers, skid steer, aerial lift: Not required

Driving -- Class C vehicles: Not required

Driving -- CDL class vehicles: Not required

N95 Respirator usage (PPE): Not required

Hazmat suit usage (PPE): Occasional = 1% - 33% of the time

Pushing/Pulling -- up to 25 lbs.: Occasional = 1% - 33% of the time

Pushing/Pulling -- 25 to 60 lbs.: Not required

Pushing/Pulling -- over 60 lbs. : Not required