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Scope of Position

The Ohio State University Medical Center is committed to improving access and service to customers. The Patient Access Coordinator functions as an integral member of the health care team to reflect a culture of cooperation, enthusiasm and mutual respect. This position ensures access to OSUWMC physicians and services and coordinates and supports the functions of integrated patient access services as well as ensures proper data collection/support for scheduling, registration, benefit verification, and for compliance and statistical purposes.

Position Summary

The Patient Access Coordinator Lead is an expert in product, process or service line area (physician appointment scheduling, OR/admission, full service scheduling; pre-registration and registration; insurance verification, and patient liability determination and communication). This position is responsible for providing consumers (clinical staff and patients) with accurate, up-to-date information regarding products, services and general procedures. Schedule return appointments and/or other appointments as assigned. Assures accurate appointment, demographic and insurance information is gathered to support clinical and financial needs including changes to insurance or other patient information. Provides support to physicians and consumer by coordinating their requests and satisfying their needs in one transaction. Solves routine and complex customer problems and knows where to direct customers to address specific questions. Communicates regularly with clinical staff, medical secretaries and staff within the product/service line to ensure customer and department staff needs are met. Always creates a positive first impression. Must be able to use a variety of software packages which include the Electronic Medical record, scheduling and registration systems, ABN, eligibility, document management software, and etc. Provide orientation for all new staff and student interns. Educate department standards, policies, and procedures and provide feedback as necessary.

Duties and Responsibilities

90% Interviews patients/maintains records/facilitates patient access and throughput

• Accurately identifies the patient through an inquiry function of the Patient Management System.
• Greets patients and addresses the needs of both patients and visitors in a healthcare setting.
• Conducts face-to-face or telephone interviews with patient and/or relative to obtain registration, financial information and signatures as applicable.
• Visualize the patients insurance card(s) and eligibility system responses. Accurately determines the correct insurance code.
• Obtains signatures for consent, release of information, Medicare Secondary/Payer questionnaire, Champus and other forms as required.
• Performs ABN checking on all Medicare patients as required.
• Collects financial assistance/HCAP data and completes applications as needed.
• Schedules, reschedules and coordinates patient appointments across multiple departments.
• Manage daily clinic schedules and work with management and clinical teams to more efficiently manage the patient flow in the clinic by adjusting schedules, templates, and access team staffing.
• Ensures product/service line information is updated in systems as needed to ensure scheduling accuracy.
• Informs patient or referring physician of scheduling requirements.
• Scans appropriate paperwork into the Document Imaging System for future access and retrieval.
• Collection of patient co-payments or other liabilities for services as required.
• Demonstrates knowledge of OSUWMC and its entities by guiding misdirected callers/visitors to appropriate service/location.
• Demonstrates expert knowledge when scheduling and registering patients via customer interactions: services customers with accurate information.
• Uses ancillary and scheduling systems to determine patient agenda and communicate patient status.
• Effectively utilizes all internal and external resources to respond to customers requests for information.
• Generates letters and information packets to patients using and including specific disease criteria and information.
• Able to address patient inquiry regarding preparation for test or provide educational literature as requested by the physician.
• Arranges interpreter services as needed.
• Provide cross-coverage support for other staff as required.
• Assures emergent transfers or appointments are managed in their entirety with communication loops closed with Admitting, medical secretaries, physicians and other necessary parties.
• Conducts outbound scheduling, pre-registration and follow-up calls as assigned.
• Operates and troubleshoots systems and equipment necessary for job function.
• Resolves contacts on assigned work queues to schedule, (pre)register patients, collect and correct incomplete information.
• Verify insurance eligibility/benefits through eligibility system if available or via phone/web as needed. May provide pre-certification as needed.
• Assures gatekeeping to identify Out of Network and Government Managed Care programs for hospital procedures or services that require proper authorization or Pre-certification to schedule to prevent large financial impact for the patient or facility.
• Monitors the number of approved clinic visits and initiates additional requests as necessary.
• Informs patient about financial ramifications to prevent large financial impact to patient or facility.
• Completes scheduling and registration transactions accurately and in a timely manner and maintains/promotes customer satisfaction.
• Demonstrates positive attitude and team orientation.
• Manages requests in one transaction thus eliminating the need for further transactions.
• Provides non-clinical patient and visitor information as requested. Explains and answers questions regarding Health System policy, parking, and other available services. Refers patients and visitors to other departments and serves as a liaison to other departments when appropriate.
• Escorts patients to assigned destination when appropriate which may include pushing patients in wheelchairs or carrying luggage. Advises departments of patients arrival.
• Serves as a point of contact for patients/families that need assistance with bills, questions about various departments within the Medical Center or how to navigate the OSUWMC system. This requires a high level of ingenuity and resourcefulness as the questions vary dramatically.
• Resolves complex customer issues in timely manner with high degree of satisfaction. Reports to management any situations that appear to be signs of discontent on the part of the patient/relative or hospital staff that may affect the departmental goal of providing quality customer service.
• Participate in development and implementation of initiatives to improve the operational processes at the work location
• Balance the payment posting system daily; prepare deposit for pick up by armored truck service; record daily statistics on appropriate forms.
• May perform the duties of a financial counselor when necessary.
• Provide comprehensive orientation, training, and development of new staff amp; updates supervisor regarding status of training amp; level of proficiency.
• Act as floor leader to staff by:

• Providing feedback as necessary on operational standards and policy and procedure.
• Serving as first point of escalation for issues that arise in the department.
• Filling staffing holes in priority of greatest urgency.

• Monitor usage of front desk supplies and order additional supplies as needed.
• Work on special projects in support of department growth as assigned.
• Host morning and/or afternoon huddles with team to identify potential workflow problems coming in the day ahead.
• Communicate with fellow leads in office on new workflows to ensure understanding in both clinical and clerical areas
• May be expected to serve as IHIS Superuser, participate in Superuser meetings, and share information on upgrades and best practices with team.

10%

• Responsible for training new staff members, is up to date on most recent changes in orientation and demonstrates the expertise required to alter education depending on the learners needs.
• Maintains performance that meets corporate and department standards including productivity, QA and attendance.
• Initiates C-9s with the Ohio BWC and monitors approved visits, initiating additional C-9s as necessary.
• Participates/supports, OSUWMC Communication and Marketing initiatives.
• Other duties as assigned.

Organizational Expectations

Practices within the Medical Center's policies and procedures; adheres to the Intensive Caring Value statements as demonstrated through positive patient/guest relations, positive and effective interactions with staff, and formulating and meeting developmental goals.

Minimum Qualifications

For Hire: Per CCS Class Specs: High school diploma or GED. PC Knowledge and interpersonal, verbal, and written communication. Minimum 6 months experience in customer service or a healthcare environment.

Preferred: Bachelor's Degree or equivalent combination of education and experience in healthcare or physician practice. Experience with Windows, Excel, and Intranet/internet navigation tools as well as system content.