The Support Coordinator will assist with all aspects of patient care. Coordinate clinic schedules, patient appointments and follow up. Answers patient phone calls, verify insurance benefits, prepare charts for clinic and prepare charge tickets for clinic visits. He/She will also coordinate scheduling of all surgeries and diagnostic testing for patients which include sending pre-op packets to patients with surgery instructions, prepare surgery charge tickets and compile letters of medical necessity. The Support Coordinator will assist with the office clerical duties. Other duties may include: assisting multidisciplinary team in managing the care of the patient's thru all phases (In-take/Evaluation/Listed) by acting as a liaison between the clinic and referring physicians; assisting in managing follow-up care for post surgical patients by setting up follow up care appointments; and/or coordinating an organized and efficient case flow of clinic scheduling. Must work with any and every Physician.

As a part of the Ambulatory clinic, provide smooth outpatient flow resulting in optimum patient satisfaction and clinic operation. Excellent interpersonal and communication skills to coordinate multiple appointments with many multi-specialty clinical services. Participate in a variety of duties associated with daily clinic preparation process, from customer service, message distribution, procedure scheduling, encounter registration, and referrals management. Must be highly flexible, enthusiastic, have a proactive approach, work efficiently under pressure and work efficiently in a team environment. Must be comfortable with computers and medical terminology. In depth knowledge of major insurance plans and types of coverage provided, including government health programs.

Essential Duties:

• Has thorough understanding and expertise in the use of computer systems, e.g. Cerner and GE Centricity Business. Demonstrates accuracy and thoroughness in entering information into computer systems.
• Processes new referrals in a timely manner; this includes obtaining required outside medical records, entering demographic information into computer system, providing medical records to physician / multidisciplinary team for review, verifying insurance and obtaining authorization for visits and procedures.
• Schedules patient’s evaluation and clinic appointments in a timely manner, and at the request of the physician, while accommodating patient’s needs. This includes but not limited to: laboratories, diagnostic testing and consultations as needed. Fulfills other department scheduling functions per department procedures and protocols.
• Proactively manages clinic schedules, including reviewing master schedule and anticipating requirements and changes based on activity levels to create a well-managed operational flow and positive patient experience.
• Coordinates scheduling of diagnostic testing for patients which include but not limited to sending letters of medical necessity.
• Assists in clinic with clerical and scheduling needs including filing and collection of supporting documentation for billing.
• Provides phone coverage as needed. Contacts and distributes messages to medical personnel using a variety of electronic messages including text, voice, and email systems. Reads and responds to email throughout the day. Retrieves and responds to voicemail messages within 24hours per department protocol.
• Utilizes courtesy, compassion, kindness and honesty while interacting with public, patients, and all clinic personnel. Greets patients in a courteous and professional manner.
• Acts as a single point of contact for patients and caregivers, and takes accountability for their patient experience. Provides information and guidance to patients and caregivers regarding all areas of patient care. This includes but not limited to: scheduling, paperwork, and follow-up appointments.
• Work independently under limited supervision, takes initiative, deals effectively with constant change, and willingly accepts responsibility.
• Completes a financial risk assessment and, as indicated, provides assistance to patient/patient families regarding insurance benefits and alternative funding sources, including referral of complex financial or insurance coverage issues to financial counselors or others, such as a designated admitting representative.
• Provides estimate of patient liabilities to patients, physicians and insurance companies based on guidelines and/or systems provided by the department, including but not limited to: copayment, deductibles, co-insurance, deposits, or prior account balances.
• Facilitates communication between patient and caregivers, and all members of the care team, including physicians, nurses, lab, etc. Communicates all changes with patient and case information to all involved personnel. Works with various hospital personnel to resolve issues and accommodate patient.
• Adheres to policies aimed to protect patient confidentiality.
• Demonstrates flexibility in covering other staff members for sick time, vacation, or leave of absence.
• Possesses ability to work independently and in a team setting.
• Maintains an open line of communication with management and other staff and demonstrates a professional demeanor at all times.
• Other duties as assigned.

Required Qualifications:

• High school or equivalent

• 1 year experience in acute care or ambulatory care setting. *Entry level accepted

• Must have excellent communication skills, including the ability to speak, read and write English proficiently.
• Must be comfortable with computers.
• In depth knowledge of all insurance types.
• Familiarity with word processing, IDX, Cerner, PBAR and scheduling software

Preferred Qualifications:

Required Licenses/Certifications:

• Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)