Working together with the Associate Director of Patient Access Services: the Coordinator position is designed to oversee the Patient Services (registration/scheduling) in geographic locations, maintaining the efficient flow of the Health Center’s financial and demographic information to end users with emphasis on quality, compliance, cost, and customer service. The Coordinator will oversee the business operations to include, all front-end processes to ensure a streamlined process of patient services, while maintaining timely and accurate business information to guarantee payments for services provided.

Promotes quality patient/client relations and creates a supportive climate by serving as a role model. Respects and maintains patient confidentiality, and adheres to all policies and regulations. Works with minimal direction, consults with Director as needed. Serves as subject matter expert (SME) for staff in Patient Services and assists in maintaining patient flow in revenue cycle operations. Coordinator role must promote: Team commitment, motivation, satisfaction and productivity.

1. Maintains daily scheduling/registration functions to ensure timely registration of patients, accurate data entry of patient biographical and financial information and provide supervision of the cashiering process
2. Maintains the front-end clinic functions for all related departmental entry points
3. Oversees pre-registration functions to determine if patients insurance has been appropriately verified, proper authorizations obtained, financial service classifications are appropriately inputted in the electronic practice management system and appropriate information is documented as it relates to co-payments, etc
4. Acts as a resource when it pertains to departmental processes, such as patient scheduling, registration, insurance verification, documentation guidelines and cash handling guidelines, including advising, or referring inquiries to appropriate sources accordingly
5. Review and train front office members in completing front end processes timely and accurately
6. Responsible for completing yearly performance appraisals for staff, and recommends merit increases, promotions, disciplinary actions, etc., to the Associate Director of Patient Access Services
7. Responsible for the on-going training and communication of changes in policies and procedures through staff feedback via regular meetings
8. Ensures adequate staffing is maintained on a daily basis
9. Selects and trains new members in accordance with Human Resources policies and organization philosophy
10. Assists in the development, implementation and maintenance of the annual operating budget, ensuring that operations are managed within established guidelines
11. Provides information and ideas regarding strategy, operational initiatives and policies to Associate Director of Patient Access Services
12. Performs other duties as assigned
13. Maintains employee schedule for locations of oversight ensuring productivity standards and quality benchmarks are met, excellent customer service ratings are achieved, and positive relationships with providers and clinic coordinators is maintained.
14. Hires, trains, and provides performance feedback to employees using coaching and counseling as deemed appropriate following VNA protocol.
15. Retains access to the safe in each location either directly or through assigned Lead or designated employee ensuring security and cash handling guidelines are followed.
16. Trains staff in fully and properly utilizing the functions of EPIC’s registration and cash processing functions.
17. Trains staff in eligibility systems and requirements for documenting correct primary insurance within EPIC
18. Maintains up-to-date training programs/material coordinating with changes in insurance plans, annual updates (example: Medicare Part B coinsurance).
19. Maintain the Quality Analysis of Patient Service Representatives to include: selecting the correct and current primary insurance as well as collecting deposits and copayments.
20. Conducting audits at least monthly on each employee. If employee’s audit is less than 95% audits will be conducted bi-weekly; if less than 90% weekl training plan needs to be created to assist employee in improving.
21. Providing feedback on audit results to employee with adequate explanation and guidance for improvement.
22. Participates in the development of procedures that enforce accurate and friendly patient registration, follow up appointments, and recording of patient receipts along with all applicable logs.
23. Organize, measure and report on all process improvement initiatives (such as utilizing Computer On Wheels, impact of Pre-Registration on Registration time, and reviewing new technology).
24. Collaborates with other Patient Services Coordinators in exploring opportunities for improvements
25. Continuously works to streamline processes at locations assigned to Patient Services Coordinator’s oversight.
26. Assists other Patient Services Coordinators with management as needed.
27. Assists in preparing a daily, weekly or monthly Shout Out for top collections and highest QA results each month and other notable performances.
28. Directly observes employees work processes and behavior ensuring they use AIDET, providing real time feedback between registrations.
29. Reviews work to ensure eligibility is run on all accounts and primary, secondary insurance is properly noted.
30. Directly observes and retrospectively reviews the collection of deposits and copayments to include noting within the patient’s account the reason for partial payment or non-payment.
31. Maintains office supply and printing inventory and orders when necessary; ensures clean and current copies of forms are used by staff.
32. Ensures the department locations are wiped down and stocked up before the end of the shift each day.
33. Enforces the dress code for Patient Services Representatives according to VNA Policy & Procedure to include logo apparel..
34. Acquires a specialized knowledge of the VNA Revenue Cycle to understand the flow of registration information into the billing process.
35. Communicates with Associate Director of Patient Access Services to ensure department priorities are being met and completes weekly reports timely and accurately (examples: Point of Service collections by location and employee; overtime explanation).  
36. Distributes specialty reports and projects to team for completion, examples:  Family Planning, missing tickets, and credit balances. This will be done in coordination with Patient Financial Services, management.
37. Covers for staff during absences, avoiding use of overtime or borrowing staff from peer Coordinators in other locations.
38. Counsels staff as needed—maintaining documentation as suggested by HR or required by Policy & Procedure to include Conference Notes.
39. Promotes high-morale in locations through recognition and reward.
40. Coordinates with Vice President to operationalize new software, procedures or initiatives.
41. Communicates with Vice President to ensure department priorities are being met. Regularly observes registration areas ensuring effective/productive work processes. 
42. Supports VNA Health Center initiative such as Care Teams.
43. Serves as lead with other locations that do not have a designated Coordinator or a Lead employee.
44. Follows established guidelines for use and/or disclosure of protected health information. Employees should report any breaches of the Health Insurance Portability and Accountability Act (HIPAA) rules to the Privacy Officer immediately. Failure to comply with HIPAA policies and procedures will result in disciplinary action, up to and including termination of employment.
45. Maintains knowledge and skills needed to successfully lead Patient Services such as changes in Medicare copayment effective January 1, changes in managed care contracts, and updates in requirements for FQHC.
46. Familiarizes and complies with all VNA policies and procedures.
47. Meets standards of behavior expectations.

Compensation: Salary Range: $49,280-$54,958.80, depending on experience.

Incentives: Earn up to $500.00 quarterly based upon meeting productivity goals.

Available Employee Benefits: Medical, Dental, Vision, STD, LTD, Life Insurance, Critical Illness and Personal Accident Insurance, 403b, PTO, Tuition Reimbursement.

1. Associates Degree or equivalent work experience in an FQHC, Medical Office, or Health Care Patient Services position.
2. Proficient data entry, accuracy implied: experience with Microsoft Works and Excel.
3. Minimum of three years’ experience in medical office environment.
4. Ability to manage and coordinate the activities of other employees and ensure a high level of performance
5. Excellent customer service skills
6. Knowledge of Medicaid, Medicare and Commercial Insurance guidelines, JCAHO guidelines as it relates to scheduling/registration, to include the fundamentals of billing and reimbursement
7. Knowledge of insurance verification procedures
8. Knowledge of coding systems to include CPT I & II and ICD, procedures, supplies and diagnoses, respectively.
9. Bilingual in Spanish/English as follows:Reading –Preferred. Written – Preferred. Speaking – Preferred.
10. Ability to organize and improve workflow.
11. Ability to assess performance of department in operational and financial performance.
12. Current driver’s license in the State of Illinois and current car insurance.
13. Health policies and requirements met (See Personnel Policies).