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POSITION: Patient Care Coordinator

RESPONSIBLE TO: Surgeon & Manager

JOB SUMMARY: Counsels patients about costs of surgery, coordinates

surgery scheduling and information, patient care advocate/assistant

EDUCATIONAL REQUIREMENTS:

· High school diploma required

· Associates or bachelor’s degree highly preferred

· Experience in position or related position within a plastic surgery practice

QUALIFICATIONS AND EXPERIENCE:

· Two to five years of work experience, with increased responsibility, in a surgical practice, customer service, hospitality, or travel industry

· Experience in marketing or sales programs a plus

· Experience with practice management software and word processing applications

· Comfortable using email & interacting with Internet applications & Computer Programs

· Understanding of efficiency, automation, and patient flow in a medical practice

· A “can-do” attitude, shows initiative and willingness to adopt to change

· Excellent written and oral communication skills

· Neat, professional appearance

· Able to understand patient concerns and handle them appropriately

· Able to discuss financial arrangements with patients comfortably

· Proven ability to handle upscale clientele

Responsibilities include, but are not limited to:

Relationships with Potential Patients

· Appropriately discusses consultations, procedures and services with prospective patients over the phone—encourages them to schedule an appointment

· Establishes value of services and why the fees are a good value

· Schedules patients in the computer system; asks them how they heard about the practice and enters required demographics

· Monitors and coordinates the “no show prevention” program

· Schedules patient and skin care appointments into the computer—keeps a “cancellation list” and calls patients if their appointment can be rescheduled to an earlier time

· Sends information to callers—those who schedule and those who don’t—and tracks activity in the database

Surgery Counseling, Scheduling, and Follow Up

· Greets cosmetic patients, when possible, at the front desk

· Uses the imager to show patients possible results of surgery; answers questions and shows education videos of specific procedures

· Discusses fees and financial policies with cosmetic patients after their consultation—provides written information and answers patient questions

· Tracks information about patients who scheduled surgery, or who didn’t schedule surgery

· Schedules surgeries – coordinates patient pre-operative paperwork, H&P, examinations, and lab work, and confirms written consent for procedures

· Collects surgical scheduling deposits and posts transactions into the computer system

· Ensures that cosmetic fee balances are paid at least two weeks prior to surgery

· Ensures patient photos are placed in the chart after consultation, and after surgery

· May take photographs for the surgeon

· Reviews surgery schedule with a goal of using 85% of block time

· Accompanies the surgeon while he/she is examining cosmetic patients, if a chaperone is needed

· Screens patient phone calls postoperatively, advising the patient or deciding whether a telephone conversation or appointment with the surgeon is necessary

Practice Enhancement & Marketing

· Ensures all information about cosmetic patients is entered into tracking or computer system accurately; generates monthly reports and summaries for meaningful review

· Calculates the practice’s Patient Acceptance Rate (PAR) of inquiries to consultations and consultations to surgeries each month

· Ensures marketing information capture tools are understood and used by all staff, and that staff are trained properly in using marketing collateral

· Tracks patients who have had surgery, and who haven’t, and targets specific mailings (print or digital) about other services and the skin care program

· Maintains and updates the patient marketing materials, outlining information about the surgeon, skin care, and the entire practice

· Initiates and/or implements practice enhancement programs—tracks revenue and discusses progress with the surgeon/manager

· Maintains relationships with key referral sources—takes them to lunch, sends cards and gifts when necessary

· Represent the practice at health fairs, makes presentations at women’ groups, and actively promotes practice services in the community

· Coordinates skin care promotions with the aesthetician

· Monitors results of patient satisfaction surveys

· Coordinates events—arranges room, food, information to be distributed—then follows up with attendees on the phone or in writing

· Maintains before and after photo galleries—making suggestions to the surgeon about which patients to add

· Oversees and/or responds to requests from the practice Web site; checks and responds to email messages that come from the site within guidelines

Other

· Maintains proficiency with imaging software, Internet applications & computer programs

· Maintains patient confidentiality by following the HIPAA Compliance Plan established by the practice; releases PHI in accordance with the practice's HIPAA Compliance Plan, attends regular HIPAA training, maintains data security by refusing to share computer and other passwords, and reports all identified and suspected HIPAA violations to the Privacy Officer

· Maintains the coding compliance standards set by the practice; understands the practice's Coding Compliance Plan, attends annual training, and reports all identified and suspected coding compliance violations to the Compliance Officer

· Attends ASPS, ASAPS, ASPSP, KZA training or other educational courses as requested

· Meets with the manager and surgeon monthly to discuss which patients did not book surgery and their reasons why, and review meaningful data

· Performs all other tasks requested by the surgeon or manager

Disclaimer: This list is not exhaustive and may be changed at any time.

Access to PHI (Protected Health Information)

This position has the authority to access all PHI, although the nature of the job does not usually require daily access to it. The nature of this position's access to PHI may require review of computerized schedules, computerized medical records, computerized and paper-based billing and reimbursement data, patient referral forms, lab results, tests, and encounter form data in order to analyze information, resolve a patient's unpaid claim or bill, or address another managerial or administrative issue.

Supervisory Responsibilities

This position does not have any supervisory responsibilities

Typical Physical Demands

Position requires prolonged sitting, some bending, stooping, and stretching. Good eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment is also required. Employee must have normal range of hearing and eyesight to record, prepare, and communicate appropriate reports.

Typical Working Conditions

Normal office environment. Occasional evening or weekend work.