Saint Louis Eye Surgery and Laser Center
JOB TITLE: Patient Care Coordinator-Reception Associate
DEPARTMENT: Front Desk
REPORTS TO: Office Manager
FLSA STATUS: Non-Exempt
This individual is responsible for interacting professionally with patients, peers and physicians. This individual will gather pertinent information, answer patient questions, accurately register patients and efficiently assemble necessary internal documents. It is necessary that this person enjoy patient interaction and possess exemplary customer service skills.
To perform the job successfully, an individual should demonstrate the following competencies:
GENERAL SKILLS/CORE VALUES
- Must possess a clear understanding of the value of customer service.
- Must exhibit a warm and courteous attitude with all “customers”: (i.e. patients, vendors, physicians, physician office personnel, co-workers)
- Must exhibit exceptional customer service skills in person, over the phone and in written correspondence.
- Must work as a team member and refrain from negative comments and behavior
- Must understand St. Louis Eye Surgery & Laser Center’s focus on superior patient care and the importance of attitude, attendance, accuracy, appearance, aptitude and adaptability.
- Must adhere to the St. Louis Eye Surgery and Laser Center Handbook standards as well as all additional policies and procedures
- Must be able to prioritize responsibilities and be detail-oriented
- Must possess a working knowledge of Microsoft Office software, specifically Microsoft Word and Microsoft Excel.
- Must have excellent communication skills
- Be able to write legibly
- Use proper grammar
- Patient Greeting and Orientation
- Greet each patient and instruct him/her how to sign the welcome form (i.e. which line item to use, what times to enter, etc).
- Review the demographic information on the patient information sheet with the patient and verify accuracy of the data. Make necessary changes when appropriate.
- Provide the state reporting form for demographic data and explain the need for the information.
- Provide general patient assistance (i.e. answering general questions, calling rides, dialing phone numbers, providing directions, etc).
- Record inaccuracies/issues on “outcomes analysis” log forms.
- Patient Registration
- Greet and register patients in a professional, efficient and friendly manner.
- Verify the surgical procedure, site, operating physician, spelling of patient’s name, patient’s date of birth, drug allergies and reactions to said allergies.
- Verify that the insurance card(s) and driver’s license being returned to the patient are being returned to the correct patient.
- Provide the patient with a receipt for any payment made to the facility.
- Collect payment due according to the “Patient Financial Responsibility” form.
- Post any payment received, if it has not already been posted by patient reception associate, into Amkai Office.
- Provide receipt and thank the patient for payment.
- If arrangements have been made for a payment plan, review the terms of the financial agreement in detail, print and sign the document where indicated and instruct the patient to do the same. Provide a copy of the agreement to the patient and provide another to the manager of the patient agreement spreadsheet. Place the original with the “Patient Financial Responsibility” form for submission with the daily batch.
- At the close-of-business (or after the last patient has registered), print your daily financial batch from the financial management module of Amkai Office. Verify that all transactions have been recorded and that monies collected matches the batch report. Submit to the business manager prior to end of business day.
- Keep the front office manager informed of any delays or back-up in patient registration (i.e when there are more than two charts remaining in the basket).
- Phone System: ShorTel
- Be the primary individual to answer incoming phone calls.
- Have knowledge of the phone system (i.e. intercom function, transfer ability).
- Be able to ask questions of callers to ensure calls are directed to the appropriate department or individual.
- Take accurate handwritten messages and forward to the appropriate staff member in a timely manner.
- “Screen” calls for management by getting the name and company of the caller and, if possible, the reason for the call.
- Be able to retrieve messages off main phone line.
- Practice Management Software: Amkai Office
- Retrieve the daily schedule from the pre/post-op nursing staff and mark all cases “performed” in Amkai Office. If there is a cancelled case that remains on Amkai Office schedule, inform the front office manager.
- Make appropriate changes to demographic information.
- Print patient information sheets and labels as needed.
- Enter data required for Missouri state (DHSS) demographic reporting.
- Enter patient payments into financial management portion of Amkai Office.
- Label batches according to company policy.
- Medical Charts
- Secure any documents/charts containing confidential protected health information / adhere to HIPAA standards.
- Assist in the creation of anesthesia packets and patient chart creation when needed.
- Verify next day’s charts are created and alphabetize.
- Create and file LASIK paper charts and avoid duplicates.
- Pertinent Job Equipment
- Manage Dymo postage machine and inventory supplies.
- Utilize the web camera to obtain patient photos when necessary.
- Manage the credit card machine and related materials.
- Incoming/Outgoing Correspondence (Mail)
- Provide U.S. mail carrier with all stamped, outgoing mail.
- Sort all incoming mail:
- open invoices and stamp with received date
- provide patient payments to the business manager
- make copies of patient satisfaction surveys that are completed with written comments for administrator and charge nurse for follow-up action
- file patient satisfaction surveys ( those with and without comments)
- Assemble and mail patient billing statements.
- Maintain a cash box specifically for creating patient change for payments.
- Make change when necessary for staff members who accept cash payments from patients.
- Log each time change is made from the cash box: use patient sticker and appropriate log sheets.
- Count the money in the cash box every morning and afternoon. Record the amount on log sheet.
- Maintain possession of the key to the cash box at all times during the business day.
- Lock the cash box inside your personal, secured locker each night.
- Time Management
- Prioritize daily tasks and remember that patients are always the first priority.
- Refrain from the use of cell phone during working hours.
- Refrain from “surfing” the Internet during working hours.
- Inform supervisor of any delays in completing assigned tasks and ask for solution assistance.
- Assist the company in keeping patients and family members informed of surgical delays.
- Data Management
- Maintain daily registration/sign-in sheets in a protected binder.
- Maintain final scheduling sheets in chronological order.
- Secure signed confidentiality agreements from vendors, observers, etc. and maintain each in alphabetical order in assigned binder.
- Add-On Cases
- Responsible for creating all add-on charts.
- Prioritize add-on cases by date-of-service.
- Ensure all add-on charts are filed in the appropriate date of service file.
- Assist the surgery scheduling coordinator with scheduling cases in Amkai. The surgery scheduling coordinator will maintain a file of cases that can be scheduled during any “down time.”.
- Quality Assurance
- Sort and scan comment cards
- Participate in SLESLC’s Quality and Infection Control Programs
- Comply with reporting adverse events.
- Work hours as assigned by management and seek guidance when tasks cannot be completed in a timely manner. If over-time is necessary, it must be approved by management.
- Assist patients, physicians, supervisors, and colleagues as necessary.
- Possess the ability to give and receive constructive criticism.
- Attend departmental and all staff-meetings.
- Participate in company training and competency days as required.
- Participate in SLESLC’s Quality and Infection Control programs.
- Comply with reporting adverse events.
- Attend outside educational opportunities as requested by management.
- Handle medical inquiries and records professionally and in accordance with local, state and federal mandates.
OTHER DUTIES AS REQUIRED
In addition to items defined within this job description, the patient reception associate may be asked to assist in other office tasks as directed be the billing manager, business manager or administrator.
The employee must be able to:
- Walk, stand and sit for prolonged periods of time
- Occasionally be able to lift and/or move up to 25 pounds
- Occasionally be able to push up to an excess of 200 pounds
- Occasionally be able to bend, stoop, kneel and climb
ACCIDENT OR HEALTH HAZARDS
- Minimal exposure to blood and body substances
- BloodBorne pathogen risk classification category #2
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel. The employee is frequently required to stand, walk, and sit. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Education and/or Experience
High school diploma or general education degree (GED); or one-year related experience and/or training; or equivalent combination of education and experience
If you need assistance with this application, please contact (636) 227-2600
EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.
Please do not contact the office directly – only resumes submitted through this website will be considered.