Clinic Office Operations Coordinator - DC -Main Campus - ENT Clinic

Minimum Education
Associate's degree (Preferred)

Minimum Work Experience
4 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/Knowledge
Advanced customer service and communication skills
Knowledge of computers necessary with ability to type minimum of 35 words/minute; experience with Microsoft Office (Word, Excel, PowerPoint) required
Ability to multi-task and prioritize
Exhibit critical thinking skills in high stress environments
Ability to follow oral and written instructions
Attention to detail
Contributes to a positive team environment
Independently problem solve and escalates appropriately
Ability to follow & give oral and written instructions
Knowledge of medical terminology and CPT/ICD coding required.
Demonstrated mentoring/ coaching skills
Demonstrated skills in analyzing, assessing, and interpreting data
Ability to recognize process improvement opportunities & execute
Must complete Ambulatory Services training curriculum and pass all competency assessments
Must 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 Accountabilities
Staff 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 Accountabilities
Organizational 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