Patient Support Coordinator, D Menon Shared

EMPLOYEE’S FULL NAME: ________________________

FLSA STATUS: ☒ Exempt ☐ Non-Exempt

MISSION STATEMENT:

Our Mission is to improve the well-being of those we serve with a commitment to excellence: every patient, every encounter, every time.

VISION:

Our Vision is to create a world-class health system to advance medicine and increase access for the communities we serve by empowering caregivers to heal through compassion, knowledge, innovation, integrated care and excellence.

POSITION SUMMARY

The primary purpose of the Patient Support Coordinator, under the direction of the Practice Manager, is to be responsible for the following:

• Review and process diagnostic study orders daily, such as echocardiograms, stress tests, nuclear studies, Holter and event monitors, cardiac CT and MRI, and catheterizations.
• Verify insurance eligibility and benefits before each study.
• Obtain, track, and renew prior authorizations, including attaching clinical documentation and making sure hospital studies are authorized for the correct facility and place of service.
• Schedule in-house studies, and coordinate hospital-based studies with hospital scheduling.
• Give patients clear instructions on preparation, location, and timing, and help with transportation resources when needed.
• Track open orders, and follow up on unscheduled studies, cancellations, and no-shows.
• Confirm results are received and routed to the ordering provider.
• Manage authorization denials and coordinate peer-to-peer reviews with the provider.
• Keep accurate documentation in Oracle Health (Cerner), and work with billing on authorization-related issues.
• Communicate with payers, hospital departments, providers, and clinical staff to resolve access barriers.
• Maintain patient confidentiality in line with HIPAA.
• Perform other duties as assigned.

POSITION EDUCATION/ QUALIFICATIONS

• High School graduate/GED certificate or equivalent is required
• Experience in acute health care setting and physician office preferred
• Experience in working on interdisciplinary teams required
• Demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served on his/her assigned area of responsibility
• Willingness to be crossed trained in other areas
• Good organizational skills as well as written and verbal communication are required
• Ability to read, write and speak English
• Fluent in speaking and reading Spanish
• Ability to communicate clearly and concisely with all levels of nursing, administration, and physicians
• Professionalism, good demeanor and presentation required
• Charismatic, engaging personality with good people skills required

JOB KNOWLEDGE/EXPERIENCE

• Two (2) year’s experience working with patients in a health-related facility
• Able to communicate effectively in English and Spanish, both verbally and in writing
• Good overall clinical skills, ability to work productively and effectively
• Ability to function well as a member of a multidisciplinary team
• Actively seeks opportunities for professional growth by attending educational seminars
• Basic computer knowledge

POSITION RESPONSIBILITIES

• Initiate communication with patient upon receiving a referral
• Develop, coordinate and provide services to patients and families.
• Promote the facility mission, vision and values by effectively communicating them to others. Considers mission, vision and values in developing services, standards and practices
• Promote helping relationships between the patient and family, quality care, cost-effective outcomes and enhance the physical, psychosocial, and vocational health of the patient.
• Authorization turnaround time and approval rate.
• Other duties as assigned

LINES OF REPSONSIBILITIES

• Practice Manager → 2. Service Line Director → 3. Assistant VP Ambulatory Clinical Operations

CUSTOMER SERVICE:

Provide excellent customer service to all DHR customers. All employees are required to attend the DHR C.A.R.E.S program which outlines the Customer Service Principals including: Commitment, Accountability, Respect, Excellence and Service.

AGE SPECIFIC :

Employees must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served in his/her assigned unit. The individual must demonstrate knowledge of principles of growth and development over the life span and possess the ability to assess data reflective of the patient’s status and interpret the appropriate information needed to identify each patient’s requirement relative to his or her age.

AMERICANS WITH DISABILITIES ACT: (ADA) :

A. Essential Duties : Indicated by bold print within performance standards, preceding individual numbered criteria.

The following table provides physical requirements that will be associated with, but not limited to, this position:

Light/moderate lifting up to 20 lbs., from the floor to shoulder height.

Yes

Kneeling

Yes

Must be able to assist other employees with lifting more than 20 lbs.

Yes

Walking

Yes

Light/moderate carrying up to 20 lbs.

Yes

Standing/Squatting

Yes

Straight pulling

Yes

Sitting

Yes

Pulling hand over hand

Yes

Pushing

Yes

Repeated bending

Yes

Stooping/Bending

Yes

Reaching above shoulder

Yes

Climbing Stairs

Yes

Simple grasping

Yes

Climbing Ladders

No

Dual simultaneous grasping

Yes

Depth Perceptions needed

Yes

Ability to see

Yes

Identify Colors

Yes

Operating office equipment

Yes

Twisting

Yes

Operating mechanical equipment

Yes

Crawling

No

Ability to read and write

Yes

Ability to Count

Yes

Ability to hear verbal communication without aid

Yes

Operating Personal Vehicle

Yes

Ability to comprehend written/verbal communication

Yes

Other: Ability to deal with stress

Yes

OSHA Category

III

B. Working Conditions : The individual spends over 95% of his/her time in an air-conditioned environment with varying exposures to noise. There is protection from weather conditions but not necessarily from temperature changes. The position does have low exposure to malodorous, infectious body fluids from patients and some minimal exposure to noxious smells from cleansing agents.

C. Occupational Exposure: This position has minimal to no exposure to blood, body fluids, or tissues and is an OSHA Category III (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Person who performs these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid or to be potentially exposed in some other way.

D. Aptitudes : HIGH 1 2 3 4 5 6 LOW

Intelligence: General learning ability: The ability to “catch on” or understand instructions and underlying principles. Ability to reason and make judgments. 3

Verbal: Ability to understand meanings of words and ideas associated with them, and to use them effectively. To comprehend language, to understand relationships between words, and to understand meanings of whole sentences and paragraphs. To present information or ideas clearly. 3

Numerical: Ability to perform arithmetic operations quickly and accurately. 2

Spatial: Ability to comprehend forms in space and understands relationships of plane and solid objects. Frequently described as the ability to “visualize” objects or two or three dimensions, or to think visually of geometric forms. 2

Form Perception: Ability to perceive pertinent details and objects or in pictorial or graphic material to make visual comparisons and discriminations and see slight differences in shapes and shadings of figures and widths and lengths of lines. 3

Clerical Perception: Ability to receive pertinent details and verbal or tabular material. To observe differences in copy, to proofread words and numbers, and to avoid perceptual errors in arithmetic computation. 2

Motor Coordination: Ability to coordinate eyes and hands to fingers rapidly and accurately in making precise movements with speed. Ability to make a movement response accurately and quickly. 3

Finger Dexterity: Ability to move hands easily and skillfully. To work with fingers in placing and turning motions. 3

Manual Dexterity: Ability to move hands easily and skillfully. To work with hands in placing and turning motions. 3

Eye-Hand-Foot Coordination: Ability to move the hand and foot coordinately with each other in accordance with visual stimuli. 3

Color Discrimination: Ability to perceive and respond to similarities or differences in colors, shapes, or other values of the same or different color. To identify a particular color, or to recognize harmonious or contrasting color combinations, or to match color adequately. 3

I have read and reviewed my job description with my supervisor or designee and I understand the job I am expected to perform.

If applicable ____________ certification will be completed within _________ time frame of hire/transfer date.

Employee Signature: ________________________________ Date: ____________________

Transfer/Hire Date Effective: ________________________.