Working together with the Director of Patient Services; the Coordinator position is designed to oversee the Patient Services (registration/scheduling) in geographic locations, maintaining the efficient flow of the Health Center’s financial and demographic information to end users with emphasis on quality, compliance, cost, and customer service. The Coordinator will oversee the business operations to include, all front-end processes to ensure a streamlined process of patient services, while maintaining timely and accurate business information to guarantee payments for services provided.

Promotes quality patient/client relations and creates a supportive climate by serving as a role model. Respects and maintains patient confidentiality, and adheres to all policies and regulations. Works with minimal direction, consults with Director as needed. Serves as subject matter expert (SME) for staff in Patient Services and assists in maintaining patient flow in revenue cycle operations. Coordinator role must promote: Team commitment, motivation, satisfaction and productivity.

Primary Functions of Coordinator focusing on Cash Processes:

1. Maintains daily scheduling/registration functions to ensure timely registration of patients, accurate data entry of patient biographical and financial information and provide supervision of the cashiering process

2. Maintains the front-end clinic functions for all related departmental entry points

3. Oversees pre-registration functions to determine if patients insurance has been appropriately verified, proper authorizations obtained, financial service classifications are appropriately inputted in the electronic practice management system and appropriate information is documented as it relates to co-payments, etc

4. Acts as a resource when it pertains to departmental processes, such as patient scheduling, registration, insurance verification, documentation guidelines and cash handling guidelines, including advising, or referring inquiries to appropriate sources accordingly

5. Review and train front office members in completing front end processes timely and accurately

6. Responsible for completing yearly performance appraisals for staff, and recommends merit increases, promotions, disciplinary actions, etc., to the Director of Patient Services

7. Responsible for the on-going training and communication of changes in policies and procedures through staff feedback via regular meetings

8. Ensures adequate staffing is maintained on a daily basis

9. Selects and trains new members in accordance with Human Resources policies and organization philosophy

10. Assists in the development, implementation and maintenance of the annual operating budget, ensuring that operations are managed within established guidelines

11. Provides information and ideas regarding strategy, operational initiatives and policies to Director, Patient Services

12. Performs other duties as assigned

13. Maintains employee schedule for locations of oversight ensuring productivity standards and quality benchmarks are met, excellent customer service ratings are achieved, and positive relationships with providers and clinic coordinators is maintained.

14. Hires, trains, and provides performance feedback to employees using coaching and counseling as deemed appropriate following VNA protocol.

15. Retains access to the safe in each location either directly or through assigned Lead or designated employee ensuring security and cash handling guidelines are followed.

16. Trains staff in fully and properly utilizing the functions of the Centricity PS registration and cash processing functions.

17. Trains staff in eligibility systems and requirements for documenting correct primary insurance within Centricity CS.

18. Participates in the development of procedures that enforce accurate and friendly patient registration, follow up appointments, and recording of patient receipts along with all applicable logs.

19. Continuously works to streamline processes at locations assigned to Patient Services Coordinator’s oversight.

20. Assists other Patient Services Coordinators with management as needed.

21. Assists in preparing a daily, weekly or monthly Shout Out for top collections and highest QA results each month and other notable performances.

22. Directly observes employees work processes and behavior ensuring they use AIDET, providing real time feedback between registrations.

23. Reviews work to ensure eligibility is run on all accounts and primary, secondary insurance is properly noted.

24. Directly observes and retrospectively reviews the collection of deposits and copayments to include noting within the patient’s account the reason for partial payment or non-payment.

25. Maintains office supply and printing inventory and orders when necessary; ensures clean and current copies of forms are used by staff.

26. Ensures the department locations are wiped down and stocked up before the end of the shift each day.

27. Enforces the dress code for Patient Services to include logo apparel, black shirt/blouse, black shirt/skirt, black shoes of appropriate material (example: no furry boots).

28. Acquires a specialized knowledge of the VNA Revenue Cycle to understand the flow of registration information into the billing process.

29. Communicates with Vice President of Revenue Cycle Operations to ensure department priorities are being met and completes weekly reports timely and accurately (examples: Point of Service collections by location and employee; overtime explanation).

30. Distributes specialty reports and projects to team for completion, examples: Title X, missing tickets, credit balances. This will be done in coordination with Patient Financial Services, management.

31. Covers for staff during absences avoiding use of overtime or borrowing staff from peer Coordinators in other locations.

32. Counsels staff as needed—maintaining documentation as suggested by HR or required by Policy & Procedure to include Conference Notes.

33. Promotes high-morale in locations through recognition and reward.

34. Coordinates with Vice President to operationalize new software, procedures or initiatives.

35. Communicates with Vice President to ensure department priorities are being met. Regularly observes registration areas ensuring effective/productive work processes.

36. Supports VNA Health Center initiative such as Care Teams.

37. Serves as lead with other locations that do not have a designated Coordinator or a Lead employee.

38. Follows established guidelines for use and/or disclosure of protected health information. Employees should report any breaches of the Health Insurance Portability and Accountability Act (HIPAA) rules to the Privacy Officer immediately. Failure to comply with HIPAA policies and procedures will result in disciplinary action, up to and including termination of employment.

39. Maintains knowledge and skills needed to successfully lead Patient Services such as changes in Medicare copayment effective January 1, changes in managed care contracts, and updates in requirements for FQHC.

Primary Functions of Coordinator focusing on Regional Location:

North- Elgin Villa, Elgin Wing, Bensenville, Carol Stream and other north locations

· Takes lead in maintaining the Quality Analysis of Patient Service Representatives to include:

o Defining QA elements-at minimum running eligibility and selecting the correct and current primary insurance as well as collecting deposits and copayments or documenting reason for nonpayment (examples: patient will pay within 30 days, or patient states cannot pay for [document reason].)

o Conducting audits at least monthly on each employee. If employee’s audit is less than 95% audits will be conducted bi-weekly; if less than 90% weekly—and manager is notified that special assistance is needed.

o Providing feedback on audit results to employee and his/her manager timely and with adequate explanation and guidance for improvement.

o Maintains the QA Audit file, by location, by employee. Provides Trending Analysis to VP weekly.

o Presents QA to include goals and achievements at team meetings and as asked by the Vice President.

Central- Aurora locations on Highland and Indian Avenue

· Takes lead in organizing, measuring and reporting all process improvement initiatives (such as utilizing Computer On Wheels, impact of Pre-Registration on Registration time, and reviewing new technology).

o Maintains a Log of all projects on S drive, reporting updates weekly in the Revenue Cycle Leadership team.

o Assists Vice President in reviewing and selecting technology updates and changes to include cost-benefit analysis and project goals.

o Collaborates with other Patient Services Coordinators in exploring opportunities for improvements.

South- Bolingbrook, Romeoville, Joliet

· Takes lead in developing and presenting training programs for patient access employees.

o Develops employee orientation material to include 30, 60, and 90 day competency testing.

o Maintains up-to-date training programs coordinating with changes in insurance plans, annual updates (example: Medicare Part B coinsurance),

o Establishes quarterly mandatory training by north, central, and south locations; annual meeting for all staff.

o Develops and presents daily and weekly training tips by email or other automated venue.

o Coordinates with QA to provide specific training programs for groups of individuals as defined by need.

o Maintains records of content, attendees, and quizzes related to education & training.

o Coordinates with Schedule Services Coordinator, Patient Financial Services management, and others in sharing educational and training material across the organization.

Qualifications:

1. Associates Degree or equivalent work experience in an FQHC, Medical Office, or Health Care Patient Services position.

2. Proficient data entry, accuracy implied: experience with Microsoft Works and Excel.

3. Minimum of three years’ experience in medical office environment.

4. Ability to manage and coordinate the activities of other employees and ensure a high level of performance

5. Excellent customer service skills

6. Knowledge of Medicaid, Medicare and Commercial Insurance guidelines, JCAHO guidelines as it relates to scheduling/registration, to include the fundamentals of billing and reimbursement

7. Knowledge of insurance verification procedures

8. Knowledge of coding systems to include CPT I & II and ICD, procedures, supplies and diagnoses, respectively.

9. Bilingual in Spanish/English as follows: Reading –Preferred. Written – Preferred. Speaking – Preferred.

10. Ability to organize and improve workflow.

11. Ability to assess performance of department in operational and financial performance.

12. Current driver’s license in the State of Illinois and current car insurance.

13. Health policies and requirements met (See Personnel Policies).

Essential Functions/Physical Requirements:

1. Ability to effectively communicate verbally and in writing

2. Manual dexterity sufficient to perform primary functions

3. Tactical, visual and olfactory senses intact

4. Ability to drive a car

5. Ability to deal with high levels of stress

Job Type: Full-time

Pay: $12.33 - $24.18 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• Weekend availability

Work setting:

• Clinic
• Office

Work Location: In person

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