Job Summary

The Patient Care Coordinator at Asheville Ear Nose and Throat is responsible for covering patient check in, collecting payments, covering overflow phones, check out and special projects as needed. Travel to satellite clinics as scheduled.

Duties /Responsibilities

Check-in:
• Optimize patient satisfaction by acknowledging patients with a kind greeting and providing excellent customer service to every patient that walks into the office.
• Ensure to check patients’ insurance, address, and PCP upon check in
• Take any copay or deposit for the appointment
• Have any patient who does not have paperwork less than a year old, complete new paperwork.
o Ensure to check these patients in upon return of iPad
• Enter patient Medical History into EMR
• Opening: login to all iPads, inventory paper forms, prep lobby, open doors by 8AM
• Closing: clean lobby once last patient leaves, lock front doors at 5:00, turn off TV, radio and lights
Check-out:
• Greet all patients with a positive tone and verify their names
• Verify follow up instructions from MD and schedule with patient
• Ensure all payments have been collected

Department Responsibilities:
• Ensure all aspects of the job are completed daily between all PCC staff
• Cover each other’s responsibilities when co-worker is out.
• Calling unconfirmed patients the day prior for assigned MDs
• Check and follow up on perfect serve calls from the night before
• Checking RELATIENT messages for cancelation/reschedules and reach out to patients
• Enhances practice reputation by accepting ownership for accomplishing new and different requests
• Assist in covering operator overflow when not actively checking in patients
• Protect patient rights by maintaining confidentiality of personal and financial information
• Answer patient questions- avoid making up answers, giving incorrect information. Always find the correct party to help if unsure of how to answer a question.
• Use sound judgement in handling conversations, especially with upset patients.
• Cover lunch as appropriate, always look ahead to ensure correct coverage of front desk
• Monitor lobby to ensure patients are not left for extended periods of time.
• Creating patient charts
• Special projects as requested
Required Skills / Abilities
Knowledge:
• Knowledge of practice policies and procedures.
• Knowledge of grammar, spelling, and punctuation to communicate effectively.
• Knowledge of EHR and Microsoft Office programs.

Skills:
• Skill in navigating EMR for check-in processes
• Skill in handling incoming phone calls and triaging appropriately.
• Skill in written and verbal communication.
• Skill in de-escalation.
• Skill in scheduling patients appropriately

Abilities:
• Ability to work effectively as a team member with physicians and other staff.
• Ability to flexibly respond to changing demands.
• Ability to organize and prioritize tasks effectively.
• Ability to communicate clearly.
• Ability to work with little supervision.
• Ability to establish and maintain effective working relationships with patients, employees, and the public.
• Ability to work in a fast-paced environment.
Education / Experience
• HIGH SCHOOL EDUCATION OR GED EQUIVALENT
• TWO YEARS’ EXPERIENCE IN A MEDICAL OFFICE (PREFERRED)
• EXPERIENCE USING EMR PREFERRED.
• EXPERIENCE WITH RECEPTION.
Physical Requirements / Mental Requirements / Work Environment
Work environment is fast paced but professional and friendly. Work requires movement throughout the office, sitting for periods of time, stooping, bending, and stretching for files and supplies. Employee will occasionally be asked to lift files or equipment weighing up to 30 pounds. Position requires manual dexterity sufficient to operate a keyboard, a computer, telephone, calculator, copier. Vision must be correctable to 20/20 and must demonstrate adequate hearing for telephone contacts. It is necessary to view and type on computer screens for long periods and to work under stressful or urgent situations with high concentration and energy level. Employee will be exposed to bodily fluids on a regular basis. Employee may have exposure to communicable diseases, toxic substances, and other conditions common to a clinic environment. Work is performed in an office environment. The employee must be comfortable communicating with patients regarding money. Interaction with others is constant and may be interruptive. Contact involves dealing with sick individuals in addition to patients suffering from communication disorders.

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