Lead Patient Services Coordinator

SCOPE:

• Registers and schedules appointments for patients in an efficient and timely manner.
• Answers, screens, and directs all incoming calls to appropriate personnel relaying messages between patients and clinical staff
• Leads and supervises Phone PSC team
• Supports and adheres to the US Oncology Compliance Program, to include the Code of Ethics and Business Standards, and US Oncology's Shared Values.

• Reviews daily staffing to ensure adequate coverage.
• Reviews stats in real time and daily. Calculates hold times, identifies trends, and adjusts team accordingly.
• Train/Onboard new employees appropriately.
• Quality assurance of incoming calls. Auditing of incoming calls.
• Maintain and publish scheduling guidelines.
• Completion of reporting and dashboard.
• Audit and review Navigating Care workboard.
• Review physical phone stats, ignores, rejects, etc and take appropriate action.

• Answers, screens, and responds to routine questions, routes to appropriate personnel, or takes thorough messages
• Communication and meeting with management on regular cadence.
• Communicate messages in an accurate and timely manner according to procedures
• Contacts clinic personnel as appropriate
• Schedule returning appointments in accordance with physician and/or office guidelines
• Provides patients with appointment details such as time, location, directions, instruction sheets, and other details
• Records patient cancellations and missed appointments
• Reschedule appointments
• Notifies appropriate staff of the cancellation and makes note in patient chart
• Adheres to confidentiality, state, federal, and HIPAA laws and guidelines with regard to patient records * Performs other duties as requested or assigned

• High School diploma or equivalent required
• At least 5 years of front medical office receptionist experience with insurance forms and scheduling software required
• Knowledge of this practice's personnel, daily routines, and scheduling a plus
• Proficiency with computer systems and Microsoft (Outlook, Office Word, and Excel) required
• Must successfully complete required e-learning courses within 90 days of occupying position
• Demonstrates adaptability
• Handles day-to-day work challenges confidently
• Is willing and able to adjust to multiple demands, shifting priorities
• Demonstrates flexibility
• Shows work commitment
• Sets high standards of performance and works efficiently to achieve them
• Commits to quality
• Emphasizes the need to deliver quality products and/or services

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to be present at the employee site during regularly scheduled business hours and regularly required to sit or stand and talk or hear. The position requires full range of body motion including handling and lifting patients, manual and finger dexterity, and eye-hand coordination. The position requires standing and walking for extensive periods of time. The employee occasionally lifts and carries items weighing up to 40 lbs. The position requires corrected vision and hearing to normal range.

WORK ENVIRONMENT:

The work environment may include exposure to communicable diseases, toxic substances, ionizing radiation, medical preparations and other conditions common to an oncology/hematology clinic environment. Work will involve in-person interaction with co-workers and management and/or clients. Work may require minimal travel by automobile to office sites.