New 
Lead Patient Coordinator
 Brigham & Women's Faulkner Hospital | |
 United States, Massachusetts, Boston | |
| 1153 Centre Street (Show on map) | |
 Mar 25, 2026 | |
|
Summary
In a clinical setting, performs a variety of patient service, administrative duties, and office work. Must be patient focused. Schedules patient appointments, obtains referrals, collects copayments and registers patients. Assists in training other staff members in front desk responsibilities. Additionally has responsibility for billing, patient flow, medical record preparation, office supplies, coordination of patient care amongst speech, occupational and physical therapy, as well as therapist schedules. Is able to perform administrative duties under minimal supervision at the highest proficiency level. Acts as a super user for scheduling, registration, and billing systems and provides training and assistance in these areas. Provide guidance and help others to resolve complex issues and problems. Does this position require Patient Care? No Essential Functions -Lead Responsibilities: -Troubleshoots issues and provide backup support for the Manager. -In conjunction with the manager, schedules and assigns duties for the shift ensure that work is performed according to quality standards. -Trains and orients new employees and current staff and assures their competency as directed by the manager. -Assists Manager with interviewing for open positions. -Completes EPIC template changes. -Monitors schedule and provides problem solving assistance to other patient coordinators to facilitate balanced and full clinician schedules. -Corrects outpatient registration monthly from reoccurring patients for finance department in conjunction with Reimbursement and Eligibility Specialist. -Inputs and corrects ICD numbers as able. -Ensures that proper insurance, plan choice, prioritization, and billing addresses are assigned in the system. -Updates accurate demographic information for the patient, guarantor and subscriber. -Contacts third party and/or government payers to verify and obtain patient eligibility as well as authorization referral status. -Demonstrates an excellent understanding of authorization and referral needs based on payer and service. -Informs manager of any internal or external matters and issues that may impact payment of services provided. -Contributes to problem solving efforts to resolve issues through feedback, information, and research. -Contacts patients, service area and/or physician's offices with issues that may affect payments of claim for services provided. -Demonstrates an excellent working knowledge of payer web sites. -Takes initiative to problem-solve departmental issues including maintenance, telecom, and IT. -May perform more complex or specialized functions at highest competency level. -Assist with special projects as directed. -Follow HIPPA guidelines for the management of patient privacy and confidentiality. -Scheduling: -Performs patient service and administrative responsibilities. -Initiates the patient's introduction to the department by greeting patients, answering the phone, and providing information to our patients. -Schedules initial appointments and follow up appointments in scheduling system. -Endeavors to shorten the waiting time for appointments and maintain productive schedules for treating therapists. Endeavors to control no show and cancellation rate. -Answers telephone and follows up taking appropriate messages. Returns patient calls in timely manner. Uses voicemail minimally, endeavoring to provide the personal touch in the patient experience. -Completes time off requests and holiday blocks in Schedule System. -Assures timely registration of patients from physician office suites particularly Hand and Splint Patients. -Registering: -Registers patients into computer system, taking accurate information. When unable to easily find correct information, asks for help, or provides correction at a later appropriate time. -Strives to register patients over the phone prior to arrival in the department. -Facilitates insurance information into the department and to the billing department. Strives to stay current with health insurance, and benefits. Works to minimize denials in conjunction with Department Reimbursement and Eligibility Specialist. -Assures timely registration of patients from physician office suites particularly Hand and Splint Patients. -Billing: -Collects copayments from patients in a service orientated manner with accuracy. -Supporting Daily Department Flow and Practice Operations: -Resolves patient issues and works to bring a positive outcome to difficult patient encounters. Work as a member of the Rehabilitation Department Team as well as the greater hospital interdisciplinary team. Strives to work harmoniously with others and develop positive and effective working relationships and demonstrate a team attitude toward rehabilitation. -Uses tact and diplomacy when dealing with difficult issues. -Effectively interacts with all levels of management and team. -Establish and maintain a responsible work plan. -Orders office supplies on a timely basis with awareness to the budget. -Records consults for inpatient Speech, PT, and OT. Facilitates staff picking up the consults. -Participates in department or hospital wide committees. -Demonstrates the ability to identify patient and departmental priorities and respond appropriately. -Meets regularly with manager to identify abilities and promote patient care, communication and assist in professional development. -Communicates to manager any problems, concerns, issues, suggestions, recommendations and works to resolve in a timely manner. Assists to develop programs within the department. -Demonstrates flexibility in scheduling to accommodate needs of patients and department. -Facilitates problem solving and implementation of regulatory changes. Education Physical Requirements
Brigham and Women's Faulkner Hospital, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. | |