Nantucket Cottage Hospital Patient Services Coord in Nantucket, Massachusetts

Job Summary:

Under general supervision, the Patient Services Coordinator provides administrative support to health care providers in a high-volume ambulatory setting, functioning as the primary interface between the patient and the providers. The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information , schedule patient appointments and diagnostic testing, referrals and other managed care related issues.

Essential Job Duties and Responsibilities

  1. Perform all check-in and check-out functions, including:

  2. Create a positive experience for patients and their families at the front line

  3. Verifying patient identification, demographic, and insurance information

  4. Co-Pay collection

  5. Provide follow-up appointment scheduling

  6. Process insurance referrals and authorizations

  7. Communicate with clinical staff regarding patient needs, and office flow

  8. Track patient movement in scheduling system.

  9. Make daily reminder appointment calls to patients.

    1. Delegate clinical messages to designated provider or nursing staff.

    2. Provide daily reconciliation reports for each physician, detailing:

    3. Provide support and information to providers to manage complex, administrative patient issues to a satisfactory resolution.

    4. Understand HMO, managed care and other third party insurers. Function as a patient resource around managed care plans, and insurance and referral issues with the knowledge to perform electronic insurance verification.

    5. Prepare pre-visit paperwork and patient labels in preparation for the next day.

    6. Prepare medical record releases upon request in a timely way.

    7. Process office correspondence – outgoing and incoming mail and faxes.

    8. Understand financial services and self-pay resources, and to provide patients with information as needed.

    9. Understand language translation services, and access these services on behalf of patients as needed.

    10. Triage and manage complex telephone calls utilizing courteous customer service skills.

    11. Maintain confidentiality and privacy consistent with HIPAA guidelines.

    12. Schedule patient appointments via phone calls and follow-up appointments in office.

    13. Provide cross-coverage for other practice staff members for absences and vacations as well as during variations in workflow.

    14. Assist in training and orienting new staff, to front desk procedures and best practices.

    15. Perform all other related tasks facilitating patient flow and quality patient care.

    16. Work on special projects as assigned.

    17. Scan appropriate patient information into electronic medical record (LMR)

    18. Perform other office specific duties as assigned, and work with the team to use new technologies to provide sound patient care.

    Essential Qualifications, Knowledge, Skills, and Abilities Required for the Position

    Knowledge of:

    • Working knowledge of Microsoft Office applications.

    • Knowledge of medical terminology preferred.

    • Demonstrated in-depth understanding of managed care and all other pertinent insurance/medical coverage.

    • Demonstrated knowledge of HIPAA Confidentiality and Privacy Policies.

    • Demonstrated understanding of disaster protocols to include fire, safety, and code calls, pursuant to the mandatory training requirements outlined by NCH and JCAHO guidelines.


    • Excellent communication skills required.

    • Command of the English language including some medical terminology

    • Exceptional organization skills, ability to multi-task, accurate attention to detail.

    • Excellent and effective interpersonal and communication skills

      Ability to:

    • Ability to tactfully communicate with both internal and external customers.

    • Ability to handle stress and work in emergency situations.

    • Ability to use of fingers and hands to operate all department-related equipment as described on the Department checklist and to perform all job duties. Additionally, must use beeper, telephone, calculator, fax, and other related office equipment.

    • Ability to frequently bend, using back and knees.

    • Ability to stand and walk 40%, sit 60% of the time. Ability to frequently climb, bend, reach, stoop, squat, help lift objects from five to fifty pounds and move patients via wheelchair or stretcher.

    • Ability to present themselves in a professional manner.

    • Ability to work both independently or with a team approach.

    • Demonstrated ability to work effectively and courteously with various groups of patients, staff, and providers.

    • Demonstrated ability to problem solves and functions as a resource to other members of the team, and resolve complex issues on behalf of the providers and the patients.

      Credentials and Experience Required

    • Associate’s Degree in Secretarial Science/Business, or a secretarial training certificate program desirable, preferred.

    • Medical experience in a doctor’s office is strongly preferred.

    • Minimum of 2 years secretarial experience or equivalent in a medical or health care related setting.

    • Demonstrates excellent Customer Service skills

    • Computer skills necessary to use appropriate modules of EPIC/Cadence, LMR and CPSI.

    • Valid driver’s license preferred to run errands locally or if delivery of equipment is required Special Requirements

    • Regular workweek requiring minimal additional hours. Some days, evenings, weekends and holidays may be required for this position.

    • Must be available to work in the case of a declared hospital emergency.

Job: *Admin/Clerical/CustService-Other

Organization: *Nantucket Cottage Hospital (NCH)

Title: Patient Services Coord

Location: MA-Nantucket-NCH - Nantucket Cottage Hospital

Requisition ID: 3079692