Patient Service Coordinator

* Greet patients and guests upon arrival. Scan the reception area periodically to ensure that each patient is checked in. If uncertain, verify patient's status. Proactively communicate wait times or delays to patients at the time of check-in. Provide updates to patients regarding revised wait times. Maintain an organized work area and professional appearance.* Respond to each call with the standard greeting: Clinic name or other identifier; Your name; answer call within 3 rings. Place caller on hold with permission from caller and for appropriate time frames. Provide complete transfer assistance to all incoming calls when needed. Demonstrate phone service etiquette.* Listen to patient and direct call to the appropriate person* Schedule patient appointments with providers* Follow appropriate steps to forward calls to the answering service at the end of each day* Take accurate messages with appropriate detail* Confirm patient appointments* Pull and prepare patient charts for next-day visits* Demonstrate on-stage behavior in all setting viewed by patients or visitors* Demonstrate off-stage behavior expected in all settings when representing VIP* Initiates message by correctly including the following information: Name; At least 2 of the correct identifiers (MR#, DOB, SS#); Reason for call or inquiry; Forwards messages to the appropriate recipient in a timely manner following clinical protocol. Respond to all messages using correct spelling, grammar, and commentary appropriate for medical record documentation.* Demonstrate ability to identify and proactively assist a patient or visitor. Provide accurate and complete directional assistance independently or using appropriate resources. Schedule, pull, and prepare patient charts for same-day visit.* Organize and prepare patient records daily (pull patient charts and organize chart for visit); Ensure privacy by adhering to sign-in standard format; Ensure accurate patient identification by comparing sign-in data to 2 separate identifiers; Review display notes for Referral and Central Registration needs; Accurately determine which account to use for the visit. See Financial Screening Policy regarding payment responsibilities. Collect co-payments. Document in EMR. Provide receipt. Determine if referral is needed from insurance and is in place for the visit.* Verify demographic & insurance information via open-ended questions: Name-Accuracy and Spelling SSN Address Phone-Work and Home Employer Insurance Information Emergency Contact Information. If insurance has changed, update the registration.* Scan insurance cards; Obtain card(s) from patient or guarantor and scan (if new or not in the chart), using designated device; Rank each card as primary, secondary, or tertiary.* Imprint with correct patient data Release of Information/Assignment of Benefits Clinical Intake Screening or History Forms* Maintain orderly appearance of reception area; Ensure method for accountability of each patient check-in; Proactively communicate with patients about delays; Manage reception area disruptions* File lab slips, X-Ray reports, consult letters, and all other correspondence in patient charts; Respond accurately to Frequently Asked Questions* Collect encounter forms and verify accuracy and completeness- Date of service; Encounter # and billing #; Attending Physician's name and number; Clinic location code; CPT codes and modifiers; ICD-10 codes; Referring provider for new patients when consultation charge is marked.* Collect self-pay balances per clinic policy; verify whether patient’s account shows a credit balance prior to collecting any co-pays; post professional charges. Work with Office Manager to reconcile charge batches, balance cash collections to Use Batch Report daily, reconcile cash discrepancies, prepare deposit and take to central depository or bank (daily), and reconcile petty cash and submit to central depository (daily).* Complete Medical Records processes; prepare Outside Medical Records for access during patient visit, either by creating a visit folder for the hard copies or scanning in advance of the visit. Prepare paper patient charts for storage or consolidation with the main medical record.* Respond to patient or other requests for medical record copies.* Incoming Patient & Referring MD Appointment Requests are scheduled according to clinic standards.* Tests, Procedures & Outgoing Referral MD Appointment Requests are scheduled according to clinic standards* Occasional: Communication: Expressing or exchanging written/verbal/electronic information.* Occasional: Auditory: Perceiving the variances of sounds, tones and pitches and able to focus on single source of auditory information* Occasional: Vision: Clarity of near vision at 20 inches or less and far vision at 20 feet or more with depth perception, peripheral vision, color vision.* Occasional: Smell: Ability to detect and identify odors.* Occasional: Taste: Ability to detect quality, texture, consistency and taste of prepared foods/quality control.* Frequent: Noise: May include exposure to occupational noise levels which equal or exceed an 8-hr time-weighted average of 85 decibels, requiring enrollment in VUMC's Hearing Conservation Program which includes training, use of hearing protection, and periodic audiometry.## PEOPLE ARE AT THE HEART OF ALL WE DO.***Our vision:****The world leader in advancing personalized health.****Our mission:****personalizing the patient experience through our caring spirit and distinctive capabilities.****Making Health Care Personal.***We’re looking for like-minded individuals driven to make a difference. We invite you to explore careers at Vanderbilt University Medical Center.At VUMC, we place a priority on designing with and for our patients and families. We value collaboration, embrace continuous learning and discovery, and seek to be a place where everyone has the chance to thrive.We’re the largest private employer in Middle Tennessee, with a growing team and expanding footprint in towns and communities across the region.We employ more than 28,000 people who work in inpatient and outpatient clinical care, research, and graduate medical education as well as critical supporting roles in administration, information technology and informatics, finance, legal and community affairs, communications and marketing, fund-raising, groundskeeping and facilities, and many more. Our growing health system has more than 1,700 licensed hospital beds at:* Vanderbilt University Hospital* Monroe Carell Jr. Children’s Hospital at Vanderbilt* Vanderbilt Psychiatric Hospital* Vanderbilt Stallworth Rehabilitation Hospital* Vanderbilt Wilson County Hospital* Vanderbilt Bedford Hospital* Vanderbilt Tullahoma-Harton HospitalIt’s also home to hundreds of outpatient clinic and surgical locations throughout the region. We serve our community with many unique and specialized services including the Level 1 Trauma Center, a highly experienced Transplant Center that does the most heart transplants in the world, a National Cancer Institute-designated Comprehensive Cancer Center, Lung Institute, Burn Center and many more.World-leading academic departments and centers make scientific discoveries, advance clinical care and train the next generation of health care professionals. Our robust research enterprise consistently ranks among the highest in the country as measured by peer-reviewed grant funding from the National Institutes of Health.We’re honored to be consistently considered among the nation’s best hospitals, including being nationally ranked in multiple medical specialties for treating the most complex conditions in adults and children by *US News and World Report*. Monroe Carell Jr. Children’s Hospital at Vanderbilt ranked as the No. 1 children’s hospital in the southeast in 2024.We support each other and encourage excellence among all who are part of our workforce. High-achieving employees
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