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Baystate Health Office Coordinator, Outpatient Rehab in Springfield, Massachusetts


Supervise day-to-day activities of the Department’s clerical and support personnel, including delegation of duties to manage productivity and workload requirements effectively.

Develop efficient office systems, plan automation/equipment requirements. Develop, maintain and implement Management Information Systems within the Department. Participate in the preparation and monitoring of budgets/financial reports.

This description covers the essential functions of the position. The incumbent is expected to perform other similar and related duties as assigned. Management has the right to change or add to the job responsibilities at any time.

Job Responsibilities:

1) Addresses concerns as appropriate, correct issues, and ensure a customer/patient orientation to the office setting. The incumbent Perceived as a role model for positive customer relations.

2) Trains all clerical staff in the Managed Care System, obtains approval for visits, POS machine usage, and documentation needed to secure payment. Monitors required documentation for billing, including but not limited to: physician orders, plans of care, authorizations, insurance verification.

3) Ensures that all billing/charging procedures are done accurately and promptly—trains clerical and support staff in charge.

4) Identifies the critical elements of service excellence.

Able to successfully deal with consistently challenging day-to-day interactions. Maintains the patients/customers' sense of self-worth and dignity in difficult situations—Projects Baystate Health positively.

5) Treats patient information confidentially. Shows patients/customers that she/he believes that they are essential. Maintains the patient's/customers sense of self-worth and dignity in difficult situations.

6) Identifies the patients/family members of the customer's needs.

Assesses the potential impact on the patient/customer when making a decision. Develops alternatives when the best course of action is not available.

7) Monitor billing system and process, including but not limited to outpatient registration, appointments, scheduling, and online charging.

Monitor staff use of SMS/ IDX/ CIS and other systems to ensure its proper use. Online charging is done accurately daily.

8) Ensure efficient operation of office systems, workload, and equipment. Monitors patient flow and develops enhancements as needed to ensure efficiency and cost-effectiveness. Monitor and maintain adequate office supply levels. Develop and make recommendations to existing clerical policies that enhance unit operations.

9) Orient new employees to department and office policies; train new employees in all aspects of the office. Educate staff and support communication with billing, managed care, patient accounting, etc.

10) Facilitate and coordinate outpatient rehabilitation department's office staff and act as a liaison between staff of outpatient satellites and other department personnel.

11) Acknowledges what the patient and customer have said. Demonstrates that he/she has listened to the patient/customer. Empathizes with the patient/customer.

Required Work Experience:

1) 2-4 years experience Practice Associate

Preferred Work Experience:

1) None Listed

Skills and Competencies:

1) SMS, CIS, Centricity Business, Lawson, HBI, NEHEN, Windows, Microsoft Office (Exel, Word, PowerPoint, Outlook)

You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.



GED or HiSET (Required)


Equal Employment Opportunity Employer

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.