Customer Service Coordinator II

Overview

Coordinator-Customer Service II  

Job Code: 20533         

FLSA Status

Job Family: ADMIN SUPPORT

Job Summary

The Coordinator-Customer Service serves as the first point of contact for patients and visitors. This role involves a variety of administrative and customer service tasks aimed at ensuring a smooth and efficient clinic experience for patients and staff. Coordinates and directs the office activities of the physician practice. May be responsible for financial counseling thus verifying insurance and collecting the appropriate co-pays, co-insurances and past due balances. Will make appointments and appointment reminder phone calls. May handle pre-certifications and maintains a professional working relationship with insurance companies. Displays good public relation and communication skills.

Job Responsibilities

• Verifies insurance, communicates regularly with carriers and other regulatory agencies for reimbursement purposes.
• Performs daily and monthly close out procedures for internal controls and cash balancing.
• Maintains working knowledge of insurance co-pays and deductible, and workman's compensation protocols to ensure accurate and compliant billing information.
• Promotes customer satisfaction while maintaining a positive, professional manner in both verbal and nonverbal communication.
• Possesses comprehensive knowledge of corporate policies and procedures as they relate to clinic operations.
• Answers telephones, takes, and directs messages on a timely basis according to the direction and location appropriate to maintain continuous workflow.
• Perform accurate charge entry.
• Complies with all organizational policies regarding ethical business practices.
• As necessary, calls patients to obtain payment due or make financial arrangements for scheduled exams.
• Schedules appointments, gathers demographic and insurance information and enters into the practice management system.
• Maintains an organized and efficient work environment by keeping files and records neat and orderly to promote a smooth work-flow and to ensure confidentiality.
• Coordinates resources necessary to input accurate data, both demographic and medical, collect appropriate fees at time of service and assist patient with financial counseling when appropriate.
• Completes assigned goals.

Specifications

Experience

Description     

Minimum Required: One (1) year of experience in a physician practice or clinic.

Preferred/Desired

Education

Description     

Minimum Required    

Preferred/Desired: Collegiate or medical trade completion. Associates Degree

Training

Description     

Minimum Required: Current knowledge of medical terminology. Knowledge in insurance verification and charge entry as provided through experience in a physician practice.           

Preferred/Desired

Special Skills

Description     

Minimum Required: Excellent customer relations skills. Basic knowledge of Windows applications. Current knowledge of medical terminology.             

Preferred/Desired

Licensure

Description     

Minimum Required    

Preferred/Desired

Reporting Relationships

Does this position formally supervise employees? If set to YES, then this position has the authority (delegated) to hire, terminate, discipline, promote or effectively recommend such to manager.

Reporting Relationships: No

Work Environment

Functional Demands

Label                 Short Description                      Full Description

Sedentary         Very light energy level               Lift 10lbs. box overhead. Lift and carry 15lbs. Push/pull 20lbs. cart

Light                  Moderate energy level              Lift and carry 25-35lbs. Push/pull 50-100lbs. (ie. empty bed, stretcher)

Medium             High energy level                      Lift and carry 40-50lbs. Push/pull +/- 150-200lbs. (Patient on bed, stretcher) Lateral transfer 150-200lbs. (ie. Patient)

Heavy                Very high energy level              Lift over 50lbs. Carry 80lbs. a distance of 30 feet. Push/pull > 200lbs. (ie. Patient on bed, stretcher). Lateral transfer or max assist sit to stand transfer. 

Functional Demands Rating:  Light

Activity Level Throughout Workday

Physical Activity Requirements - Sitting

Physical Activity Requirements - Standing

Physical Activity Requirements - Walking

Physical Activity Requirements - Climbing (e.g., stairs or ladders)

Physical Activity Requirements - Carry objects

Physical Activity Requirements - Push/Pull

Physical Activity Requirements - Twisting

Physical Activity Requirements - Bending

Physical Activity Requirements - Reaching Forward

Physical Activity Requirements - Reaching Overhead

Physical Activity Requirements - Squat/Kneel/Crawl

Physical Activity Requirements - Wrist position deviation

Physical Activity Requirements - Pinching/fine motor activities

Physical Activity Requirements - Keyboard use/repetitive motion

Physical Activity Requirements - Taste or smell

Physical Activity Requirements - Talk or hear

Sensory Requirements

Color Discrimination 

Near Vision     

Far Vision

Depth Perception

Hearing

Environmental Requirements - Blood-Borne Pathogens

Environmental Requirements - Chemical

Environmental Requirements - Airborne Communicable Diseases

Environmental Requirements - Extreme Temperatures

Environmental Requirements - Radiation

Environmental Requirements - Uneven Surfaces or Elevations

Environmental Requirements - Extreme Noise Levels

Environmental Requirements - Dust/Particular Matter

Environmental Requirements - Other