Medical Office Coordinator, Heywood Family Practice, Heywood Medical Group, 40-Hours, Days

Hours: 40-Hours, Days

Job Summary:

Under the direction of the Practice Manager, the Medical Office Coordinator will ensure smooth day-to-day operation meeting the expectation that patients will receive both exceptional care and exceptional service.  Under the direction of the Practice Manager, the Medical Office Coordinator supports daily operations such as staff & provider scheduling, patient flow, supply ordering, co-payment collection and reconciliation, medical records, data management, maintain and process payroll, as well as conveying to the Practice Manager areas needing managerial involvement.  This position will provide coverage for staff vacancies as needed.  Serves as an immediate resource for patients, intervening as needed regarding complaints related to appointments and patient flow.  Works independently, solving issues in a timely manner.  Interact with individuals at all levels of the department and the organization. Helps establish protocols and ensure completion of Quality Measures

The Medical Office Coordinator is an integral part of assisting the Practice Manager with implementing Heywood Healthcare initiatives, participating in continuous improvement projects, and coordinating work related to the clinic’s growth.  In conjunction with Heywood Healthcare team completes an effective management team with a focus on quality patient service, satisfaction quality management, and cost-effective operations.

Responsibilities shall include but are not limited to: customer service, answering phones, arriving patients, appointment scheduling, insurance verification, data entry and documentation, referral/authorization processing, scheduling of outpatient services, managing daily deposits, and processing incoming and outgoing correspondence including patient medical records.  The incumbent must participate in customer service and patient satisfaction initiatives and must learn and perform new standards and processes as they are implemented and complete any assigned training. See full description below.

Essential Functions

• Assist as needed with registration, scheduling, and confirmation (billing) functions for outpatient services. Perform daily batching for clinics and facilitate prior authorizations and related billing activities.
• Ensure efficiency and productivity with respect to administrative functions of the Office Assistants
• Assist Practice Manager with assuring appropriate staffing and phone coverage to meet all needs. Assists with or provides coverage when staffing levels are not sufficient
• Provide hands-on support to operations functions as directed by Practice Manager to facilitate timely patient flow – this spans the check-in/out process, fee collection, satisfaction-related opportunities
• Support Practice Manager in implementing new initiatives as required by Heywood Healthcare and Heywood Medical Group or other regulatory entities, and assist in monitoring to ensure sustainability
• With guidance from Practice Manager, assist with various elements of staff & provider scheduling for the clinics. Assist with schedule templates for all providers, including cancellations, changes, etc.
• Monitors physicians’ schedules daily for early detection of access issues or errors in booking
• Understand the impact on appointment availability, clinic flow, ease of scheduling and impact on implemented functionality
• With input from Practice Manager, track patient issues that could lead to satisfaction issues in clinics
• In conjunction with the Practice Manager, contributes to staff performance evaluations
• Assists Practice Manager with allocating staff through constant monitoring of daily activities; assigns specific individuals to necessary tasks and sets priorities
• Monitor accuracy of registration, scheduling, and confirmation (billing) functions for outpatient services. Assists with training and orientation with respect to these functions
• Effectively communicates with the Practice Manager (progress, clarification, opportunities, etc.)
• Maintains records, reports, logs and other statistical information as required or directed (ex. Schedule Tracker/Schedule Utilization).
• Schedules and coordinates patient referrals expeditiously
• Ensures any necessary paperwork, medical records and insurance referrals are processed in advance of patient appointment whenever possible.
• Obtains necessary prior- authorizations or referrals for ordered procedures and diagnostic studies as required.
• Stays current with insurance referral and prior-authorization requirements. Assists in appeals process as directed
• Verifies insurance coverage and eligibility.
• Closes the referral loop-follows  up on assigned open orders-results/consults pending
• Attends variety of meetings, conferences, training and seminars as required or directed.
• Completes tasks associated with clinical inbox/ practice buckets (personal, practice referral, medical record and others assigned) proficiently and in a timely manner
• Has working knowledge of our local network/preferred providers and referral simplification and utilizes this information for improved customer service and patient experience.
• Demonstrates use of quality improvement in daily operations
• Provide coverage when needed within the department and at other locations within Heywood Medical Group.
• Help establish protocols and ensure completion of Quality Measures.
• Maintain and process payroll.

Statement of Other Duties
This document describes the major duties and responsibilities for this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that employees may be asked to perform job-related duties beyond those explicitly described.

Job Requirements 

Minimum Education

• High school diploma or equivalent required
• Associates Degree Preferred

Job Skills/Other Requirements

• Excellent written and verbal communication skills; Excellent customer service skills
• Ability to prioritize tasks in a busy environment and have word processing skills
• General comfort level with computers/technology and ability to learn programs as needed.  Knowledge of Electronic Medical Records, preferred
• One (1) year of experience in a medical office preferred
• Preferred knowledge of medical terminology
• Must be able to work flexible shifts, some evenings & weekends may be required. Reliable transportation in order to travel between locations is also required

Physical Requirements

Exerts up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.  Frequently reaches (extending hands and arms in any direction), and handles (seizing, holding, grasping, turning, or working with hands).