Medical Office Coordinator

The primary function of this position is to supervise personnel and manage on-site operations in the reception and call center areas of the Internal Medicine Department.

I. Administrative 70%
a. Assigns, directs, monitors, and evaluates the work of Medical Office Assistants, Medical Office Associates and Medical Office Specialists (Medical Office staff).
b. In conjunction with the Medical Office Specialists, will interview as well as make decisions on hiring new personnel; determine level of staff needed to manage smooth operation of reception and call center area.
c. Develops operating procedures and guidelines for reception and call center; ensures proper implementation of procedures and guidelines by the Medical Office staff; maintains and updates procedure manuals.
d. Coordinates the orientation and training of all permanent and/or temporary Medical Office staff in all phases of reception/call center work. Assures cross training as needed for all reception/call center areas to meet clinic needs.
e. Serves as a liaison between Medical Office staff and other healthcare personnel (medical records, laboratory, x-ray, other SIU clinics, and billing/collections); resolve any problems or deficiencies as they occur.
f. Keeps staff informed of any additions/deletions/changes in operating procedure/policies in the Internal Medicine clinics.
g. Manages clinic activity flow for patients, such as coordinating patient appointment scheduling, monitoring efficiency and effectiveness of appointment process, and assuring that patients are registered in accordance with SIU policies and procedures.
h. Conducts and/or attends meetings for the Department of Internal Medicine regarding appointment scheduling, billing changes, new faculty, clinic operations, etc. Attends meetings/Seminars for further education involving the Department.
i. Ensures appropriate forms are submitted as needed to update schedule templates. Assists in the implementation of clinics for new physicians, if needed.
j. Coordinates the resolution of patient complaints as they arise in the Internal Medicine Clinic as they relate to appointments and communications (i.e. calls).
k. Completes time sheets reviews and submission for payroll for the Medical Office staff. Coordinates coverage for all reception/call center positions when absences occur due to vacation, illness, etc.
l. Ensures duplicate patient accounts and corrected guarantor cases, are being handled by staff.
m. Oversees the billing reports, ensuring patient accounts are corrected in order for claims to be processed properly.
n. Investigates and follow up on special account actions, completes necessary forms and forwards to appropriate offices (initiates insurance claims, account refund/adjustments).
o. Provides routine feedback to staff, including completion of probationary and annual performance evaluations.
p. Addresses performance/behavior issues in a timely manner, working with Human Resources and Nurse Administrator to determine and administer any required disciplinary action.
q. Interacts with physicians, personnel & patients to resolve problems.
r. Problem solves and provides assistance to faculty and staff.

II. Reception/ Call Center 30%
1. Greets and register patients; enters appointment schedule in computer system; runs ticket for appointments; verifies and updates demographics and insurance information; assigns specific cases to outpatient visits, i.e. worker compensation, guarantor, and exception ID.
2. Manage templates for the Department of Medicine physicians to enable the appointment making process and notify patients of any changes in their appointment.
3. Accept payments or co-pays if applicable at time of service from patients. Log payments received on daily log sheet.
4. Answers clinic phones; screens and directs calls to proper clinic staff and departments.
5. Make appointments for various Department of Medicine physicians and residents

1. Any one or any combination totaling five (5) years (60 months), from the categories below
   1. College education with course work in a business medical field such as nursing assistant, medical assistant, or medical secretary and/or business fields such as business, finance, public administration, or social science, as measured by the following conversion table or its proportional equivalent:
      • 30 semester hours equals one (1) year (12 months)
      • Associate's Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
      • Bachelor's Degree (120 semester hours) equals three (3) years (36 months)
   2. Work experience or ancillary service experience comparable to the Medical Office Specialist level or other positions of comparable responsibility.

If you require assistance, please contact the Office of Human Resources at hrrecruitment@siumed.edu or call 217-545-0223 Monday through Friday, 8:00am-4:30pm.

The mission of Southern Illinois University School of Medicine is to optimize the health of the people of central and southern Illinois through education, patient care, research and service to the community.

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"Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act."

Southern Illinois University School of Medicine is an Affirmative Action/Equal Opportunity employer who provides equal employment and educational opportunities for all qualified persons without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, protected veteran status or marital status in accordance with local, state and federal law.

Pre-employment background screenings required.