Endoscopy Coordinator Full Time

Works with both internal and external customers to ensure efficient and accurate patient entry into the hospital system, oversees physician schedules, and coordinates endoscopy procedures. Performs patient pre-registration and registration, insurance verification and obtaining necessary authorizations, educating patients on procedures and financial responsibilities, and ensuring all required paperwork is completed and distributed correctly.

• Works with internal and external customers to efficiently and accurately enter patients into the hospital system.
• Monitors the physicians and books the patient accordingly.
• Promptly arranging the physician schedules according to their booked Outpatient Department (OPD) and endoscopy appointments.
• Works with internal and external customers to efficiently and accurately enter patients into the hospital system, per departmental policies and procedures.
• Greets patients and pre-registers/registers patients promptly, professionally, and efficiently, per departmental policies and procedures.
• Follows the National Patient Safety Goals regarding patient identification.
• Avoids the use of medical jargon when speaking to patients and families.
• Requests cost estimates and educates the patients about possible financial responsibilities to be addressed upon a visit to the hospital.
• Educates patients about the preparation and guides them through the steps they need to take to perform endoscopy procedures.
• Books anesthesiologists visit and coordinates accordingly before the scheduled procedures.
• Follow up on approval statuses, insurance requests and orders by the physicians on the system.
• Acts as the mediator and coordinator between the nurses, physicians and endoscopy departments
• Explains forms and secures all patient signatures for required documents.
• Ensures that all paperwork is sent to the appropriate departments.
• Aids patient/family in getting to the clinical area.
• Answers phone utilizing proper Departmental standards.
• Speaks to patients/family members using age/culturally appropriate techniques.
• Recognizes potential changes related to ageing and/or stress, (i.e. diminished vision/hearing, decreased stamina, confusion, and intervenes appropriately).
• Contacts physicians or ancillary departments to resolve questions.
• Runs sanction checks on all ordering physicians not currently in doctor master, if necessary
• Communicates with the registration team to make sure the patient is preregistered and or registered properly to not cause any technical challenges.
• Clears the queue list of all request orders about endoscopy procedures.

Insurance:

• Verifies and obtains insurance benefits and required referrals and pre-certifications for patients that have not been pre-registered before the patient is treated, immediately after the patient arrives, or, if necessary, within one business day of the patient’s treatment
• Follows departmental policies and procedures for completing the patient’s record, including copying insurance cards (or indicating in the system when insurance card is unavailable), entering authorization/pre-certification/referral numbers, and other information as necessary.
• Verifies insurance coverage through an automated eligibility system. Uses insurance verification systems to verify eligibility and upfront collection amounts.
• Communicates and explains insurance benefits and coverage information to patients.
• Contact the patient’s insurance carrier to obtain benefits within 24 hours of the service date and determine if pre-certification or referral from a Primary Care Physician is required.
• Refers inpatient accounts to Care Coordination for clinical justification for precertification as necessary.
• Maintains contact with physician practice offices to process insurance eligibility and pre-certifications.

Outpatient Registration:

• Monitors insurance coverage to ensure patients are capitated to the hospital.
• Ensures the patient has the required forms for Ancillary Services being rendered. If needed, directs patients to the proper area for the test.
• Verifies that a secured authorization and referral are on file if necessary.

Customer Service and Problem Solving:

• Meets the needs of the patient, physician, physician office, and internal colleagues by maintaining good public relations skills:
• Utilizes the Acknowledge, Introduce, Duration, Explanation, Thank You (AIDET) model during every patient encounter.
• Strives to please the patient, physician, physician’s office, and internal colleagues at all times.
• Always greet the customer with a smile and address the customer by name in a courteous, respectful and professional manner.
• Attempts to understand customer questions and concerns. If unsure of the answer, seeks information from the appropriate person to assist the customer.
• Files all documents as needed.
• Identifies and solves client problems.
• Receives problem/question calls from clients, determines action needed, and monitors the problem to complete resolution.
• Addresses critical problems, otherwise communicates unresolved problems to the appropriate individuals as soon as possible.

Endoscopy Unit Greeter & Registration:

• Registers patients using the correct location.
• Answers the telephone utilizing Departmental Scripting.

Scheduler Responsibilities:

• Arranges for speciality equipment and/or vendors as designated when scheduling.
• Conducts pre-procedure telephone calls to scheduled outpatients to confirm appointments.
• Escalates late case cancellations.

Clerical Duties:

• Utilizes the Electronic Medical Record (EMR) to enhance communication.
• Communicates transfer of the patient.
• Answers the phone in a professional manner, stating full name and unit.
• Takes and delivers messages accurately and in a timely fashion.
• Devotes appropriate time and effort towards the development of new staff members.
• Exhibits flexibility as needed in daily work and activity.
• Demonstrates willingness to assist co-workers effectively and positively.

• Highschool Graduate

PROFESSIONAL EXPERIENCE:

• Minimum of two (2) years of experience in a private hospital preferred.
• Knowledge of Medical Terminologies.
• Knowledge and experience with customer service principles.
• Knowledge of insurance eligibility portal systems.
• Skills in computer applications such as Microsoft Office (e.g. Word, Excel, PowerPoint, Outlook, etc.).
• Ability to speak and write in English fluently.