General DescriptionDepartment: Rheumatology
Work Schedule/Hours: Monday-Friday 8:30a.m.-5:00p.m.
The Myositis Center is committed to providing excellent clinical care while seeking to better understand the causes, treatments, and best treatment approaches for this rheumatologic subspecialty disease. As such, the clinic requires the experience of a highly functioning Clinic Coordinator to lead staff and ensure smooth functioning of the operation.
The responsibility of the Clinic Coordinator is to fulfill the duties of a Medical Office Coordinator and to coordinate the daily clinical operations of the Myositis Center by leading the team of Medical Office Coordinators in the Myositis Center. The Clinic Coordinator must exhibit professionalism and exemplary customer service skills to offer friendly, courteous, and confidential assistance to patients, staff, and physicians and implement and improve processes that expedite patient scheduling, pre-registration, and check-in, and overall operations. Additionally the Clinic Coordinator should be able to independently resolve scheduling issues, customer service complaints, third party insurance issues and interdepartmental coordination challenges whenever necessary. In collaboration with the Rheumatology Ambulatory Service Manager, the Clinic Coordinator will direct the work of others and promote a team environment.
Duties and Responsibilities:
Serve as liaison for the group for ancillary test departments, billing offices and department administration for the purposes of streamlining workflows and improving the method by which patient care is coordinated.
Oversee Myositis Center MOCs to ensure that: 1) patient visits, procedures and medications are scheduled efficiently and are appropriately authorized, pre-registered and financially cleared by third party payers, managed care organizations, and HMOs; 2) phone and epic messages are responded to timely and appropriately.
Under the direction of the Rheumatology Ambulatory Services Manager, lead administrative support staff and undertake human resources duties including: managing time and attendance, coaching and/or providing feedback, developing employee skills, maintaining compliance and taking disciplinary action when necessary to optimize overall clinic performance.
Lead the Myositis Center MOCs in the maintenance of physician, resident, and fellow templates in the patient scheduling system; Aid in resolving scheduling conflicts and maintaining clinic patient flow.
Conduct patient interviews regarding clinic fees, billing problems, and insurance information. Research issues related to billing or charge capture; discuss issues with appropriate staff and or physicians and take necessary measures to resolve issues; Track and manage special billing cases (self-pay; single case agreement).
Intervene as necessary, on issues relating to patient complaints, health care providers concerns, and operational issues; take measures to correct situations or ensure appropriate personnel are involved. Assist staff directly in answering the phones, patient registration and discharge, and other clinic operations that need attention at peak times of the day.
Troubleshoot and use judgment in resolving problems as they arise. Involve other parties as necessary to establish buy-in and delegation of work.
Track, monitor and facilitate scheduling and authorization of infusion and/or biologic orders.
Develop and oversee muscle biopsy tracking and second option read submissions.
Prepare and maintain clinic statistics and reports using database or spreadsheet software; develop reports to track referral/consult patterns, data regarding physician's availability, appointment waiting periods and unkept appointments.
Promote service excellence to ensure patient, staff and physician satisfaction as outlined in the Service Excellence Standards of Behavior employee reference guide.
Develop, communicate and monitor cross-coverage methodology in the event of staff absence.
Ensure that ancillary appointments are scheduled efficiently, authorization obtained appropriately and testing itineraries are sent to patients timely.
Collate new patient referrals, manage record review, and distribute for scheduling.
Collate incoming lab and test results; distribute to appropriate team for scanning and physician review.
Ensure that Epic encounters are closed in accordance with existing policies; Report any variance from standard to clinic director on a monthly basis. Maintain myositis operations meeting schedules and meetings minutes.
Oversee interactions with industry representatives, including pharmaceutical as well as other vendors.
Attend monthly clinical operations meetings.
Submit reimbursement requests in a timely fashion via the SAP system. Order medical, office, and educational supplies.