BURN UNIT - PATIENT SCHEDULING COORDINATOR

FLSA Status

Job Role Summary

The Burn Clinic Patient Scheduling Coordinator performs a variety of clerical and patient service duties necessary to maintain the efficient flow of operations in the Burn Clinic. This position schedules and coordinates appointments consistent with patients’ needs and insurance plans, and processes all appropriate paperwork. The Burn Clinic Patient Scheduling Coordinator communicates appropriate diagnostic and clinical information as needed and with all patients in a manner appropriate to their age and developmental stage.
Proactively contributes to Eskenazi Health’s mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County; models Eskenazi Health values of Professionalism, Respect, Innovation, Development and Excellence
 

Essential Functions and Responsibilities

• Maintains order and organization of office environment; demonstrates proper use of phone equipment and reports equipment needs or repairs; takes and relays messages; maintains a friendly, respectful, helpful attitude towards patients and co-workers
• Provides clerical and secretarial support services to clinical outpatient burn staff and other managers as designated, as well as secretarial functions surrounding the outpatient burn program; responsible for filing, faxing and copying
• Coordinates all follow-up clinic scheduling between burn nursing, providers and therapy in EPIC; contacts designated clinics daily for needed appointment schedules
• Serves as burn clinic referral coordinator and schedules all specialty care appointments for burn patients;  makes referral and consultative appointments with outlying services, tests and/or primary care; processes referral instructions from providers and obtains specialty appointments in a timely manner; coordinates patient appointments related to maximum medical improvement with key providers and case managers
• Provides accurate diagnosis and clinical information to provider of referred services; maintains accurate referral records
• Creates open clinic space through scheduling to allow same day services to be provided for new referrals
• Contacts all patients two days prior to their scheduled appointment time to confirm the appointment; makes post discharge follow-up calls; tracks all calls and enters on message spreadsheet
• Serves as point person and triages all patient calls coming to burn clinic; responds to/facilitates inquiries from patients, physicians, insurance companies and area hospitals regarding benefits/referrals, etc. in a timely manner; assists OR scheduler with patient notification calls and preparation; establishes effective working relationships with other specialty offices
• Manages physician, nurse practitioner, nurse and therapy burn clinic schedules; coordinates monthly burn team meetings and transcribes meeting minutes for the clinic team
• Sends failed appointment letters; transcribes notes, dictation, letters and/or other necessary correspondence; initiates correspondence with outside payors as requested; initiates certified letter correspondence with patients as needed if no shows are repeated
• Collects statistical data as requested by management team; assists in collection of necessary documents for surgical packets
• Serves as patient information liaison between hospitals, insurance companies, physician offices and other departments; directs patients and other requesters in process of obtaining medical records
• Completes charge reconciliation for clinics-nursing
• Maintains worker’s compensation CM contact information; maintains correspondence with worker’s compensation CM in reference to clinic notes
• Participates in performance improvement process as requested by management team; tracks burn clinic no-show rates and reports monthly
• Provides education and clarification to patients regarding their insurance coverage as appropriate
• Completes and processes appropriate paperwork in accordance with specific insurance requirements
• Builds and maintains all scheduling templates for providers as EPIC superuser for scheduling
• Attends weekly complex patient meeting with multidisciplinary team to address scheduling and no show concerns
• Creates and maintains clinic databases related to burn registry and spreadsheets related to patients

Job Requirements

•    High school diploma or equivalent required; Associate's degree preferred
•    Equivalent work experience and/or training may be considered in lieu of education
•    Clerical and phone experience required
•    One year of experience working in a health care setting required
•    One year of experience working with multiple insurance plans and networks required
•    Must pass multiple system application exams as applicable
 

Knowledge, Skills & Abilities

•    Knowledge of hospital and clinic processes and procedures
•    Working knowledge of multiple insurance plans and networks
•    Knowledge of medical terminology
•    Proficiency in Word, Excel, EPIC, and scheduling; minimum typing speed of 35 wpm
•    Alpha/numeric filing skills
•    Detail-oriented with strong organizational skills; well-developed problem-solving skills
•    Effective verbal and written communication skills, including the ability to communicate with patients in a manner conducive to the patient’s age and developmental stage; ability to relate in a professional and courteous manner to patients and staff
•    Ability to interact with patients from all economic, educational, and social backgrounds; and to treat all patients with dignity and respect with high regard to customer service
•    Ability to operate standard office equipment
•    Ability to read and understand insurance cards
•    Ability to prioritize work and devise own work patterns/methods and manage large work volumes
•    Ability to be flexible to changing work duties and priorities
•    Ability to read, write and understand English; ability to follow verbal and written instructions and transcribe clinic notes
•    Ability to multitask with all of the above on an daily basis to maintain optimal work flow