ED Team Coordinator- Weekends, 24 Hours

Key Responsibilities:
Support and Coordination:
• Act as a resource to the Patient Access Supervisor and the leadership team.
• Provide assistance and support to front-line Patient Access Representatives (PAS) in various areas.
• Ensure all areas within Patient Access Services (PAS) are adequately covered, offering assistance to front-end team members.
• Assist with bed planning to ensure efficient patient flow and resource allocation.
• Assist with Kronos for scheduling updates and management.

2. Patient Registration, Enrollment, and Financial Assistance:
• Ensure completeness and accuracy of patient registration and billing information.
• Assist uninsured and underinsured individuals in accessing affordable insurance coverage through various programs such as MassHealth, Out of State Medicaid, Health Safety Net, or the hospital's Charity Care Program.
• Act as a Certified Application Counselor to provide patient advocacy and support for pending applications.
• Assist patients in appealing denied applications and guide them in applying for the hospital's Charity Care Program when necessary.
• Follow up on self-pay accounts with open financial counseling trackers.
• Contact patients to obtain necessary documentation for determining eligibility for healthcare coverage.
• Verify the accuracy of patient information submitted on applications and track application status until a final eligibility decision is made.
• Collect insurance copays from patients as required.
• Screen patients for eligibility through the hospital's Charity Care Program.
• Process Charity Care Program applications and issue written notifications regarding application status.
• Collect and post payments on patient accounts with outstanding balances.
3. Quality Assurance and Training:
• Maintain a high-quality assurance score (95% or greater) to ensure accurate and compliant patient registration and enrollment.
• Assist in the interviewing and hiring of new team members.
• Provide support in new hire orientation, in-services, daily huddles, and refresher training for existing team members.
• Monitor call quality assurance, workqueues, and in-basket messaging for operational efficiency.

Position: ED Team Coordinator     

Department: Patient Access Services

Schedule: Weekends, 24 Hours   

ESSENTIAL RESPONSIBILITIES / DUTIES:

Customer Service and Communication:

• Provide exceptional customer service to internal and external customers.
• Serve as a resource for patients and others with questions regarding registration, insurance eligibility, and patient admission.
• Communicate effectively with various types of customers.
• Recognize and respect cultural diversity for all customers.

Data Integrity and Documentation:

• Ensure accuracy and integrity of patient demographic, insurance, and admission information.
• Document accurate information on all patient accounts.

Flexibility and Problem Solving:

• Work both independently and as part of a team in a fast-paced environment.
• Maintain flexible availability to accommodate work coverage requests, including holidays.
• Demonstrate effective problem-solving skills, especially in handling difficult situations.

Certification and Policy Adherence:

• Complete MassHealth's curriculum for Certified Application Counselor and renew certification annually.
• Understand and adhere to the hospital's Credit and Collection Policy.

Application Processing and Follow-Up:

• Use work queues to identify patient accounts requiring follow-up assistance.
• Contact patients to obtain required verification documents for enrollment applications.
• Track the status of submitted applications until final decision is reached.

Software Utilization and Reporting:

• Use protected software programs to track pending applications and verify approvals.
• Submit written reports of work activity as requested.

Training Support and Confidentiality:

• Assist with the orientation and training of new staff.
• Protect patient and family confidentiality at all times.

Quality Assurance and Additional Duties:

• Review and remedy all identified quality assurance errors promptly.
• Perform any other duties as assigned by the organization.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

High School Diploma/GED.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

MassHealth’s Certified Application Counselor and maintain certification renewal annually required

EXPERIENCE:

• 3+ years of hospital registration or financial assistance related experience or 5 years customer service experience.
• Bilingual person and persons with hospital and/or healthcare experience strongly preferred.

KNOWLEDGE, SKILLS & ABILITIES (KSA):

• Analytical and decisive in problem-solving.
• Prioritizes and handles multiple tasks efficiently.
• Strong organizational skills with meticulous follow-up.
• Proficient in MS Outlook and adaptable to new software.
• Strong verbal and written communication; excellent customer service and teamwork.
• Adaptable and maintains composure in stressful situations.
• Familiarity with Epic and other database systems.
• Understanding of eligibility criteria and application procedures for relevant programs.
• Demonstrates commitment and meets performance goals independently.
• Addresses and resolves issues effectively.
• Engages respectfully and empathetically with patients, family members, and team members.

Equal Opportunity Employer/Disabled/Veterans

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