The Clinical Office Operations Coordinator will be responsible to coordinate clinic operations to include scheduling, staffing, clinic flow and charge capture. Supervise, train, mentor, and develop COR staff or work completely independently within a small clinic setting. Emphasis is placed on customer service, patient satisfaction, staff development, quality assurance and fiscal goals.
Qualifications:Minimum EducationAssociate's degree (Preferred)
Minimum Work Experience4 years 4-5 years of retail or other customer service industry experience or educational equivalent required. Experience in leadership, mentorship, training, patient billing, patient registration, scheduling, medical insurance verification, insurance screening preferred (Required)
Required Skills/KnowledgeAdvanced customer service and communication skillsKnowledge of computers necessary with ability to type minimum of 35 words/minute; experience with Microsoft Office (Word, Excel, PowerPoint) requiredAbility to multi-task and prioritizeExhibit critical thinking skills in high stress environmentsAbility to follow oral and written instructionsAttention to detailContributes to a positive team environmentIndependently problem solve and escalates appropriatelyAbility to follow & give oral and written instructionsKnowledge of medical terminology and CPT/ICD coding required.Demonstrated mentoring/ coaching skillsDemonstrated skills in analyzing, assessing, and interpreting dataAbility to recognize process improvement opportunities & executeMust complete Ambulatory Services training curriculum and pass all competency assessmentsMust demonstrate comprehensive understanding of clinic operations by end of probationary period to be evaluated by a combination of mock clinic score, registration quality scores, TOS collection activity, compliance with consents, customer service delivery, and time & attendance patterns
Functional AccountabilitiesStaff Development - Supervise, train, mentor and develop staff; provide direct feedback and counseling to staff about their performance.
- Conduct performance evaluations and manage performance goals.
- Establish work schedule for the staff.
- Conduct departmental staff meetings.
Clinic Operations - Ensure telephones are answered and voice mails are managed appropriately.
- Ensure schedules are filled with appropriate patient visits; make/ensure appointment reminder calls are completed; schedule follow up visits at check out; manage the appointment request work lists.
- Manage physician templates
- Identify appropriate lab per insurance specifications; obtain/ensure referrals are on file in advance of visit; obtain authorizations (as needed); identify TOS, co-insurance and past balances; ensure that patients are financially cleared prior to date of service.
- May manage Kronos for staff.
- Order supplies; maintain office files.
Billing - Ensure that scheduled patients are populating in revenue system appropriately.
- Reconcile the professional and technical charges in revenue system by COB each day.
- Follow up with providers/techs/nurses for any missing charges and escalates non-compliance appropriately as needed.
- Review and update Charge Entry database.
- Supervise to ensure that appropriate cash controls are in place and adhered to; reconcile daily collections and prepare the deposit
Quality Control - Ensure that scheduled patients are populating in revenue system appropriately.
- Reconcile the professional and technical charges in revenue system by COB each day.
- Follow up with providers/techs/nurses for any missing charges and escalates non-compliance appropriately as needed.
- Review and update Charge Entry database.
- Supervise to ensure that appropriate cash controls are in place and adhered to; reconcile daily collections and prepare the deposit.
Quality Control - Run and analyze standard reports and ensure errors are corrected.
- Monitor and supervise quality control of registration process.
- Maintain and monitor billing system and review monthly reports
- Review denial information and train staff according to findings
- Able to use reports from systems to identify and resolve problems.
- Proficiency with various systems used in ambulatory services; STAR, PPM, SCI, Medaptus, Passport, and Cerner.
- Work with manager around performance improvement action planning (Lean).
Organizational AccountabilitiesOrganizational Accountabilities (Staff)Organizational Commitment/Identification - Anticipate and responds to customer needs; follows up until needs are met
Teamwork/Communication
- Demonstrate collaborative and respectful behavior
- Partner with all team members to achieve goals
- Receptive to others' ideas and opinions
Performance Improvement/Problem-solving
- Contribute to a positive work environment
- Demonstrate flexibility and willingness to change
- Identify opportunities to improve clinical and administrative processes
- Make appropriate decisions, using sound judgment
Cost Management/Financial Responsibility
- Use resources efficiently
- Search for less costly ways of doing things
Safety
- Speak up when team members appear to exhibit unsafe behavior or performance
- Continuously validate and verify information needed for decision making or documentation
- Stop in the face of uncertainty and takes time to resolve the situation
- Demonstrate accurate, clear and timely verbal and written communication
- Actively promote safety for patients, families, visitors and co-workers
- Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance