A patient services coordinator basically creates a liaison between patients and the medical facility that he or she represents. It is their main responsibility to provide excellent patient services by ensuring that all telephone calls for information and services are serviced, and help patients by answering their questions and dealing with their concerns. In some facilities, patient services coordinators also handle patient scheduling duties.
Most medical facilities do not require more than a high school diploma or a GED to work as a patient services coordinator. However, it is helpful if you can obtain a medical terminology certification, although this is not a required by hiring managers. Popular places of employment for patient services coordinators are hospitals and facilities such as dentists and cosmetic surgeries.
In order to be successful at working as a patient services coordinator, one has to be especially well-versed in communicating effectively. Since one is always in contact with patients and families, it is also important to be extremely pleasant and well-organized. Good listening skills and the ability to make decisions quickly and accurately is also important in this role.
Some typical duties of a patient services coordinator include:
• Greet patients and verify their appointments by consulting the patient scheduling system
• Schedule patient appointments by verifying empty slots in doctors’ calendars and ensure that appropriate follow up and reminders are managed
• Answer telephones and provide required information such as facilities’ services and admission procedures
• Handle new patient data entry activities by making sure that accurate and updated information is punched in
• Obtain patients’ insurance information and ensure that it is properly verified from the insurance companies in question
• Monitor patient relations and ensure patient satisfaction by dealing with complaints and concerns in a profound manner
• Ascertain that all patient information is maintained by ensuring appropriate backups and confidentiality
• Schedule patients for diagnostic procedures and analyze, extract and interpret information from patients’ medical records as required
• Obtain both verbal and written authorizations for patients’ procedures and ensure that both eligibility and benefits are verified prior to each procedure
• Facilitate and reschedule no show appointments and ensure that any emergent patients are catered to efficiently
• Calculate and communicate co-pays and patient balances to ensure immediate payment
• File claims for insurance coverage and follow up on both denied and filed claims
• Coordinate patient check out processes and set follow up appointments
• Obtain pre-authorizations from insurance providers and educate patients to be accountable for their insurance benefit coverage