Patient Services Health Advocate Coordinator

Job Description

JOB SUMMARY: An exempt position responsible for managing the daily operations related to services performed by Gateway Patient Services Health Advocates.

QUALIFICATIONS:

JOB SPECIFIC CORE COMPETENCIES:

Responsible for monitoring and assisting staff on a continuous basis to ensure job performance is aligned with goals and expectations.

Responsible for the implementation of applicable job training and educational programs to ensure the retention of a quality of work team.

Responsible for the continuous monitoring of all system needs to ensure an efficient flow of work is maintained for all supported departments.

Assists in ensuring overall facility performance and goals are maintained and aligned with pro forma.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

Working Coordinator – 10 am to 6 pm Monday – Friday to cover busy times 3:30 – 6:00 pm, ETO coverage for staff, etc. This could be a possible weekend/holiday if coverage is needed.

Meditech training for Health Advocates – new processes & collaboration with the scheduling and pre-cert supervisors – working with IS as needed

Collaboration with lab, imaging and immediate care leads/supervisors

Working with the Billing team to stay up to date with changes and providing education

Assisting the Director with implementing lunch and learns 4x/year

Creating Monthly schedules ensuring all times are filled

Performing annual performance appraisals with the assistance of Director as needed

Could be responsible for up to 10+ staff members (All registration staff throughout Network Navigation)

80% of the time will be spent at Gateway 20% of the time will be spent at the hospital

Quarterly rounding with staff

Updating timecards in UKG

Demonstrated communication skills to effectively communicate with patients and patients’ families.

Demonstrated reading skills to interpret instructions, manuals, insurance information, physician instructions and patient correspondence.

Demonstrated math skills to calculate patient bills.

Demonstrated knowledge of medical terminology.

Operational knowledge of telephones, fax machines, postage machines, and other office equipment.

Demonstrated oral communication skills needed to develop patient rapport and ability to independently address patient needs as appropriate.

Demonstrated ability in handling patient confidentiality.

Ability to work with peers in a team situation and create a positive work environment for team members.

Demonstrate a functional and technical understanding of applicable scheduling and billing software, Intranet and Internet usage, Excel/Word software, E-mail Usage and Web-based applications.

Required to check e-mail daily and use as a source of internal and external communication.

Required to understand and utilize electronic medical record technology.

Demonstrate knowledge of current resources and programs to assist the patient’s needs for financial resources.

Demonstrates ability to act with sensitivity as a patient advocate.

ESSENTIAL FUNCTIONS:

The following list describes the essential duties of this role. Individuals in this role may perform additional, related duties not listed here.

Staff support in all areas

Staff scheduling

Staff performance evaluations

Initiates corrective action as deficiencies are recognized

Staff education and training requirements

Assists with job interviews as needed

Assist with software development and implementation

Facilitates departmental and, when asked, organizational meetings

PROFESSIONAL/TECHNICAL ABILITIES:

Medical Terminology knowledge.

Experience in computer operations.

Successful experience in working with general public.

Customer service experience.

Ability to work in a fast-paced high stress environment.

Attention to detail.

Knowledge of medical office practices and procedures.

Prefer two plus years of experience in a healthcare setting.

Basic accounting.

PERSONAL CHARACTERISTICS:

Evidence of good grooming and professional conduct.

Takes personal ownership in appearance and that of work environment.

Good communication skills both oral and written.

Ability to maintain composure under stressful situations.

Caring, compassionate, and approachable in all customer contacts.

Possess a sense of responsibility, initiative, honesty, and confidentiality.

Privacy – respects customers’ right to privacy and modesty.

Confidentiality – maintains customers’ confidentiality in matters relating to patient and family.

Telephone etiquette – speaks so that customers hear a smile.

Initiative – takes necessary steps to fix problems immediately.

Requirements

EDUCATION AND EXPERIENCE REQUIREMENTS:

Advanced Credentials in Medical Office/Revenue Cycle preferred.

High School Diploma or GED required.

Mandatory Continuing Education: Customer Service, Fire and Safety, Corporate Compliance (including Confidentiality), Infection Control, and education required by regulatory, accreditation bodies, scope of practice, and/or Hancock Regional Hospital.

Full-time