Ambulatory Practice Coordinator

Job Description Summary

Performs a variety of functions related to the accurate and timely processing of patient appointments, including but not limited to scheduling follow-up appointments, following established workflows, ensuring referrals are placed for outside tests and consultations; serves as the liaison between department physicians and scheduling staff and coordinates physician schedules communicating requests for schedule changes to Provider Scheduling. Performs other functions, including answering the phones, faxing, calling for outside records, processing forms, and additional tasks as directed.

1. CUSTOMER SERVICE/CHECK –IN

• Greets and acknowledges all patients and visitors, both in the office and on the telephone, with professionalism and directs to appropriate services.
• Acts as a positive role model to other staff, encouraging others to interact with customers, engage in conversation, and express interest.
• Proactively greets customers by name and with individualized interest.
• Follows through on messages to inform the entire team of issues as needed.
• Monitors patient flow and attendance throughout the day, frequently checking the waiting area and keeping patients informed of delays as needed.
• Acknowledges customer arrival at the desk promptly and courteously.
• Fosters a pleasant and professional office environment in keeping with Culture of Service Excellence standards.
• Answers telephones by the third ring, using an accepted greeting and in a professional tone per the telephone etiquette standards.
• Checks phone messages each hour and responds to calls within the same business day.
• Checks Epic In basket for actionable items, prioritizing high-priority items first within the same business day.
• Demonstrates ability to quickly and accurately act on requests with professionalism and excellent service.
• Demonstrates independence, proficiency, and accuracy with processes, ensuring regulation compliance.
• Orients new patients to essential guidelines and expectations (Cancellation and no-show policy, MMR policy, DOT payment, waitlist expectations, etc.).
• Consistently and independently detects and corrects errors in patient charts according to department standards.
• Actively seeks out opportunities to act as a mentor to other staff.

2 - SCHEDULING APPOINTMENTS

• Schedules primary care appointments efficiently, accurately, coordinated and integrated to maximize optimal utilization of resources and patient access to services.
• Respect patient privacy and understand the impact of data accuracy on the Medical Center operations.
• Accurately and efficiently linking to other locations on our Epic EMR.
• Accurately and independently complete a full set of appointments, including single discipline and multiple disciplines, according to scheduling standards.
• Accurately cancel and reschedule all canceled appointments at the time the message was received.
• Communicate with all appropriate staff promptly regarding any conflicts or difficulty scheduling visits.
• Consistently cooperates team-wide to meet any scheduling needs.
• Uses creative approaches to solve scheduling difficulties and maximize optimal utilization of resources and timely access to service.
• Actively seeks out opportunities to act as a mentor to other staff about the scheduling process.

3 - DAILY ASSIGNMENTS AND LONG-TERM PROJECTS

• Works independently to complete daily assignments by the end of the shift and long-term assignments by the deadline established.
• Efficiently manages work schedule to accomplish tasks and activities before deadline.
• Works independently with infrequent need for supervision.
• Informs supervisor when not able to meet deadline.

4 - TECHNOLOGY

• Embraces technological solutions to work processes and practices.
• Accountable to respond to Tiger messages, email, and Epic messages according to department standards.
• Accepts the changing environment as technology advances and is willing to learn new techniques and equipment.
• Receptive to changes in department work processes and practices.
• Seeks appropriate guidance for new techniques.
• Offers suggestions for change to improve department.
• Participates in continued learning and is willing and…