Patient Experience Coordinator

REPORTS TO: Director of Rehab Operations

HOURS: Monday - Thursday 10:30 am - 7 PM. Friday 8 AM - 4 PM.

ESSENTIAL DUTIES: 

Administrative & Facility Duties

• Maintains general cleanliness of office, waiting room, and clinic, and managing linen supply.
• Greets and assists all patients and visitors in person and by phone with exemplary etiquette and proper grammar. 
• Responds to inquiries from patients, staff, insurance companies, etc. within 24 hours. 
• Handles faxes, mail, supply inventory and replenishment requests, and scans/attaches items to patient files. 
• Maintains patient confidentiality in all modes of communication in compliance with HIPAA. 

Patient Check-in

• Creates or updates patient records according to protocol including demographic information, reviewing intake paperwork, and scanning insurance cards, driver’s license, etc. 
• Reviews and explains Good Faith Estimate (GFE) or authorization forms with new patients, following guidelines, and obtaining a signature.  
• Collects copays while ensuring accurate accounting of all money collected throughout the day.  
• Notifies therapists when patients are running late or have been waiting a bit. 
• Sends electronic documentation requests prior to key appointments as necessary.   

Schedule Management

• Manages all aspects of scheduling following health insurance requirements, including managing the scheduling email, reviewing multiple times daily to fill cancellations, and manages waiting list. 
• Schedules follow-up appointments per insurance guidelines in a timely manner. 
• Notifies patients of scheduled times and any special instructions. 
• Makes Initial Evaluation reminder calls for the next business day.  
• Calls to follow up on any patients that were a No Show to their appointment for the day. 
• Enters Plan of Care (POC) approvals following guidelines and calls patients to schedule if needed.  
• Manages the eligibility tool to ensure that Progress Evaluations are scheduled appropriately. 
• Reviews all cases with no activity and follows up with all appropriate patients to schedule visits.  

Referrals

• Organizes referrals as received, creates new patient record or updates existing as needed, and calls patient to schedule following the referral workflow document and procedures. 
• Schedules initial evaluation and appointments following insurance guidelines and policy. + FAQ   
• Fills out Good Faith Estimate (GFE) accurately and submits to the billing team in a timely manner.
• Makes bi-weekly follow-up calls to referrals not yet scheduled.
• Works with the Team Lead to build positive relationships with referral sources.

Miscellaneous

• Balances the workload with team, rotating between these functions per clinic needs, and time spent in each area varies by clinic size and volume.
• Maintains positive communication with patients, visitors, coworkers, and insurance companies.
• Attends and participates in departmental and staff education meetings.
• Calls for MRI/X-ray results as requested by clinicians.
• Assist the Clinical Director with marketing and outreach activities.
• Assists with special projects as required.
• Performs other duties as assigned.

REQUIREMENTS:

• Comfortable working in a fast-paced environment with frequent patient interactions
• Strong organizational and multitasking abilities
• Excellent verbal and written communication skills with the ability to work well independently and/or with the team
• Proficiency in Microsoft Office Suite and electronic medical records (EMR) systems
• Strong attention to detail and accuracy in data entry
• Professional demeanor with a customer service-oriented mindset
• Ability to sit, stand, and move around the clinic throughout the workday occasionally lifting office supplies, laundry, or clinic equipment (up to 25 lbs.)