Careers: Patient Relations Coordinator

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Patient Relations Coordinator

This position helps support a busy Medical Pain Management and Physical Therapy practice in Bethesda, MD that includes the lead Physiatrist MD, Physical Therapist, DPT, several PTs, and other complimentary modality staff. The role supports a variety of administrative duties including provider and patient relations, scheduling, billing, referral management, telephone triage, and team-based spirit. The position requires good judgment, initiative, independent thinking, and problem-solving in a team-oriented environment. Our PRC provides extensive interaction with patients and acts as a Public Relations Representative to our referring physicians, vendors, and the entire Physical Medicine Community. The PRC is the pivot point for the activity at the front desk, directly working with the Office Manager to ensure a stellar patient and staff experience. We are looking for like-minded professionals committed to building a collaborative culture that both treats musculoskeletal injury and dysfunction while fostering optimal performance.

Public Relations

• Provide exceptional customer service to the VIP patient population
• Act as the first point of contact to patients, vendors, referring physicians, and the physical medicine/rehabilitative medicine community.
• Greet patients politely and welcome new patients to the practice.
• Display utmost professionalism at all times when speaking with co-workers, providers, patients, vendors, referring physicians, and the community.
• Respond to all queries and requests for assistance for patients and visitors.
• Serve as a liaison with the clinical team and assist with patient flow to consult areas.
• Manage and coordinate Physician scheduling.
• Participate in team luncheons, birthday celebrations, and holiday office events.
• Participate in special monthly promotion launches and advocate for provider services to patients and the entire community.
• Ensure adherence to current policies and procedures.
• Work closely with the Office Manager to ensure smooth administrative operations.
• Proactively identify and report issues in the workplace.
• Assist in the development of new policies and procedures.

Computer Skills & Responsibilities

• Accurately update all patient demographics in the EMR software system.
• Schedule, reschedule, and cancel all appointments while making every reasonable effort to accommodate patients’ and providers’ needs.
• Maintain and update all medical records in compliance with HIPAA guidelines and secure electronic databases and file systems.
• Process all medical records requests from physicians, patients, and attorneys.
• Oversee inventory of office and medical/PT supplies.
• Receive payments for Fee for Service practice; process and manage patient payments.
• Balance daily transactions and sign receipt documents before leaving shift.
• Stay abreast of all updated website entries with new services, patient forms, and office policies.
• Troubleshoot and monitor computerized appointment confirmation processes.
• Become proficient in Kareo and WebPT EMR software.
• Display proficiency in Microsoft Office Suite (Word, Excel & PowerPoint).
• Act as a pivot point for the clinicians and front desk staff throughout the day.
• Assist in creating a strong administrative team and exercising leadership skills in the workplace.

Essential Functions:

• Verifies Prior authorizations and pre-certifications for procedural, physical therapy, and office visits..
• Initiating case management for patient Insurance coverage. Communicating with the Provider, Insurance, and Patient for coordination.
• Alerts the discharge coordinator and staff of any patient who has a specific financial requirement on the date of service. Working with Discharge Coordinator to collect the patient’s responsibility.
• Promptly answers the phone to manage the caller’s request. Working with the Patient to ensure proper scheduling for patient coordination.
• Responsible for shared phone management to ensure improved patient coordination.
• Ensures phones are transferred to designated team members. Except when phone task falls under direct Patient/Physician management. 8. Verifies closure of patient coordination for quality improvement.
• Alerts the Practice Administrator of any changes in insurance information that may impact the practice and/or its patients. Alerts Practice Administrator of any dissatisfied patients or patients who do not understand insurance status.

Medical Terminology/Skills/Knowledge

• Learn musculoskeletal terminology and have an understanding of all medical procedures and services offered.
• Know all provider’s areas of expertise, certifications, and credentials.
• Stay abreast of patient confidentiality laws and comply with HIPAA laws; knowledge of medical record-keeping and terminology a plus.
• Proactive in problem-solving with a positive approach to teamwork.
• Experienced with Microsoft Word, Excel, PowerPoint, Outlook and similar appointment-scheduling applications.
• Prior experience in a medical setting is preferred but not required

Minimum Education, Experience, and Skills Required:

Three years experience and/or Undergraduate degree. Excellent written and verbal skills. Capable of remaining calm in a stressful situation. Able to use a multi-line telephone system and computer program for data entry and retrieval and word processing. Knowledge of diagnostic and procedural coding as well as a basic level of insurance knowledge.

If you are interested in learning more about this unique opportunity, or applying for this position, fill out the form.