Job Description

Patient Access Coordinator

Why work for Nebraska Methodist Health System? At Nebraska Methodist Health System, we focus on providing exceptional care to the communities we serve and people we employ. We call it The Meaning of Care a culture that has and will continue to set us apart. It's helping families grow by making each delivery special, conveying a difficult diagnosis with a compassionate touch, going above and beyond for a patient's needs, or giving a high five when a patient beats a disease or conquers a personal health challenge. We offer competitive pay, excellent benefits and a great work environment where all employees are valued! Most importantly, our employees are part of a team that makes a real difference in the communities we live and work in.

Location: Methodist Corporate Office Address: 825 S 169th St. - Omaha, NE Work Schedule: Mon - Fri, 8:30am to 5:00pm Responsible for improving patient access and health system utilization by scheduling patients across multiple access points. Assist patients in navigating the system when searching for care and appropriately match patients to providers, better aligning patient demand with provider availability all while driving patient and provider satisfaction.

Responsibilities:

Essential Job Functions

Facilitates access to Methodist Hospital services including program referrals and information by use of a computer based scheduling system or telephonic communication to meet the customer's needs. Utilizes decision based tools to facilitate securing the right appointment with the right medical provider or team.

• Develops understanding of complex patient scheduling needs to facilitate information collection from patients and families and appropriate visit scheduling that meets individual needs.
• Maintains competence in use of scheduling and web applications.
• Appointments are made appropriately and correctly, including right patient, to right provider, right amount of time, right type of visit, right information, and using the right process.
• Required insurance information is obtained and loaded or verified for each appointment scheduled.
• Required tasks and fields in pre-registration are accurately completed.

Serves as a liaison between physicians, physician's office staff, and the hospital by coordinating resource appointment scheduling for patient satisfaction Assists in the coordination of care across the health system by providing an expanded view availability to improve access and appointment scheduling. This will improve the patients experience and understanding as they move through the care continuum.

• Hospital discharge - assists care teams in scheduling post-hospital follow-up visits with Methodist Physicians Clinic when applicable (i.e. internal medicine, primary care, cardiology, pulmonology, etc.)
• Emergency Department - assists care team in scheduling follow-up care to Methodist Physicians Clinic when applicable to prevent unnecessary Emergency Department (ED) utilization.
• Primary Care & Specialist - assists care teams in scheduling referral appointments, when applicable, improving the patients experience as they move through the health system. Patients will leave a Methodist Physicians Clinic with a clear understand of where they are going and who they will be seeing.
• Access scheduling schedules diagnostic exams once order is received from the providers office. Educates the patients with a clear understanding of where they are going and prep information to ensure the test can be complete the day it is scheduled.

Provides exceptional customer service while assisting patients obtaining access to Medical Services at the health system.

• Maintains positive attitude when speaking with patients and internal and external care teams.
• Callers are greeted pleasantly and courteously; answers telephone with a greeting and self-identification.
• Effectively and appropriately represents the Health System to internal and external staff and/or patients.
• Optimizes listening skills to best address patient requests and needs.
• Demonstrates ownership of own role in the patient/family experience.
• Tasks are prioritized to meet patient needs promptly.
• Describes the impact of own performance in patient satisfaction.
• Maintains accountability of performance by monitoring dashboards.

Accurately registers patients in a courteous and timely manner.

• Promote positive impression and welcoming environment through excellent customer service.
• Registers patients in the electronic registration system in a courteous and timely manner, collecting appropriate demographic data.
• Makes sure all patent information (insurance, PCP, phone numbers) are accurate.
• Demonstrate good communication style and interpersonal communication skills with patients/families.
• Maintains safe, clean and neat work environment.

Performs, verifies and completes insurance verification for healthcare services as needed.

• Reviews insurance information for each patient at the time of scheduling and enters into computer.
• Obtains complete and accurate payer information and over the phone and enters the information into computer. (ID, Health Insurance card, etc.)
• Verifies eligibility of coverage with Experian or payer websites or via telephone.
• Reviews Experian worklist daily for any errors regarding patient check-in information, insurance messages and fixes then in a timely manner.
• Uses open ended interviewing techniques to obtain accurate insurance information from the patient.

Provides support to value-based care initiatives through proactive quality care gap closure abstracting data to determine if patients need to be scheduled for future appointments.

Communicates appropriately using effective interpersonal skills. Serves, manages and supports internal and external customers.

• Positive, professional demeanor is projected through verbal and non-verbal communications.
• Information for patients and staff is delivered in a manner that is supportive, timely and understandable.
• Diverse perspective are acknowledge; language and behaviors are modeled that build inclusiveness in the work environment.
• Ideas and suggestions are clearly communicated.
• Clarification of communication is required when appropriate.
• Patient privacy is maintained at all times.
• Actions are taken to meet or exceed patient/co-worker expectations in delivering services.
• Appropriate resources throughout the organization are referenced and used consistently to meet patient needs.
• Relationships with staff in other work areas are fostered to meet internal and external patient needs.

Maintains team work, positive mentoring and willingly assists with training of employees by positively assisting with the implementation of new procedures and job functions to enhance Access Center services.

• Positive working relationships with peers, management, and patients are maintained at all times.

Schedule:

Mon - Fri, 8:30am to 5:00pm

Job Description:

Job Requirements

Education

• High School Diploma or General Educational Development (G.E.D.) required.
• Post-secondary education/training in healthcare (e.g., CMA/CNA, Phlebotomist, etc.), or business operations preferred.

Experience

• Minimum of 2-5 years in health care scheduling, insurance, registration and/or customer service experience required.
• Previous experience with Health Insurance Portability and Accountability Act (HIPPA) compliance/confidentiality protocols or completion of HIPPA training within 6 months of hire required.
• Prior registration and insurance experience required.
• Previous prior authorization experience preferred.

License/Certifications

• N/A

Skills/Knowledge/Abilities

• Knowledge of healthcare billing and third party payer requirements.
• Knowledge of the healthcare care continuum and the process of the scheduling appointments.
• Strong communication skills, both verbal and written.
• Strong telephone skills for positive interaction with staff and customers over the telephone.
• Able to work in a fast-paced environment.
• Able to retain calm in stressful situations.
• Able to navigate Microsoft windows and applications and input data accurately and relevant work.
• Able to read, write, and comprehend various written reports and documents.
• Ability to establish effective working relationships with coworkers, medical provider staff and among team members.
• Ability to identify opportunities and commit to the continuous improvement of services.
• Skill in maximizing customer service and satisfaction.

Physical Requirements

Weight Demands

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