Endoscopy Coordinator

POSITION TITLE                :  Endoscopy Coordinator

REPORTS TO                     :  Patient Relations Supervisor

Works with both internal and external customers to ensure efficient and accurate patient entry into the hospital system, oversees physician schedules, and coordinates endoscopy procedures. Performs patient pre-registration and registration, insurance verification and obtaining necessary authorizations, educating patients on procedures and financial responsibilities, and ensuring all required paperwork is completed and distributed correctly.

General:

• Works with internal and external customers to efficiently and accurately enter patients into the hospital system.
• Monitors the physicians and books the patient accordingly.
• Promptly arranging the physician schedules according to their booked OPD and endoscopy appointments
• Book and prioritize the defined slots for each physician.
• Works with internal and external customers to efficiently and accurately enter patients into the hospital system, in accordance with departmental policies and procedures.
• Greets patients and pre-registers/registers patients promptly, professionally, and efficiently, in accordance with departmental policies and procedures.
• Create a pre- Admit Fin on spot to start the insurance process.
• Follows the National Patient Safety Goals regarding patient identification.
• Avoids use of medical jargon when speaking to patients and families.
• Requests cost estimates and educates the patients about possible financial responsibilities to be addressed upon visit to the hospital.
• Educates patients about the preparation and guides them through the steps they need to take to perform endoscopy procedures.
• Books anesthesiologists visit and coordinates accordingly prior to the scheduled procedures.
• Follow up on approval statuses, insurance requests and orders by the physicians on the system.
• Call and update all patients about their insurance status (Approved or Rejected) without delay.
• Follow up very closely with insurance coordinator for all pending cases.
• Acts as the mediator and coordinator between the nurses, physicians and endoscopy departments
• Explains forms and secures all patient signatures for required documents.
• Ensures that all paperwork is sent to the appropriate departments.
• Aids patient/family in getting to the clinical area.
• Answers phone utilizing proper Departmental Scripting.
• Speaks to patients/family members using age/culturally appropriate techniques.
• Recognizes potential changes related to ageing and/or stress, i.e. diminished vision/hearing, decreased stamina, confusion, and intervenes appropriately.
• Contact physicians or ancillary departments to resolve questions.
• Runs sanction checks on all ordering physicians not currently in doctor master, if necessary
• Communicates with the registration team to make sure the patient is preregistered and or registered properly to not cause any technical challenges.
• Clears the queue list of all request orders in relation to endoscopy procedures.

Insurance

• Verifies and obtains insurance benefits and required referrals and pre-certifications for patients that have not been pre-registered before the patient is treated, immediately after the patient arrives, or, if necessary, within one business day of the patient’s treatment
• Follows departmental policies and procedures for completing the patient’s record, including copying insurance cards (or indicating in system when insurance card is unavailable), entering authorization/pre-certification/referral numbers, and other information as necessary.
• Verifies insurance coverage through automated eligibility system. Uses insurance verification systems to verify eligibility and upfront collection amounts.
• Communicates and explains insurance benefits and coverage information to patients.
• Contact the patient’s insurance carrier to obtain benefits within 24 hours of the service 
• date and determine if pre-certification or referral from Primary Care Physician is required.
• Ensure that order is been entered in the system and pre admit Fin to be created to start the insurance approval process.
• Refers inpatient accounts to Care Coordination for clinical justification for precertification as necessary.
• Coordinate with OR, physician and clinic to booked all inpatient who referred for Endoscopy procedure using the defined slot for inpatients.
• Maintains contact with physician practice offices to process insurance eligibility and pre-certifications.
• Maintains contact with insurance coordinator to process insurance eligibility and pre-approval

Outpatient Registration

• Monitors insurance coverage to ensure patients are capitated to the hospital.
• Ensures the patient has the required forms for Ancillary Services being rendered.
• If needed, directs patients to the proper area for the test.
• Verifies that a secured authorization and referral are on file if necessary.
• Create a pre- Admit Fin on spot to start the insurance process.

Customer Service and Problem Solving

• Meets the needs of the patient, physician, physician office, and internal colleagues by maintaining good public relations skills:
• Utilizes the AIDET model during every patient encounter (Acknowledge, Introduce, Duration, Explanation, Thank You)
• Strives to please the patient, physician, physician office, and internal colleagues at all times.
• Always greet the customer with a smile and address the customer by name in a courteous, respectful and professional manner.
• Attempts to understand customer questions and concerns. If unsure of the answer, seeks information from appropriate person to assist customer.
• Files all documents as needed.
• Identifies and solves client problems.
• Receives problem/question calls from clients, determines action needed, and monitors the problem to complete resolution.
• Addresses critical problems, otherwise communicates unresolved problems to the appropriate individuals as soon as possible.
• Update all patients about their insurance approval response.
• Update all patients about their preparation and ensure that medication is entered in the system and the patient collects their medication accordingly.
• Explain all the process for anesthesia if needed.
• Explain to patients about the admission process, admission location and patient attendance time.
• Explain to patients all the financial status before proceeding to admission office.

Endoscopy Unit Greeter & Registration:

• Registers patients using correct location. • Answers the telephone utilizing Departmental Scripting.
• Pre-admit patients using correct location. • Answers the telephone utilizing Departmental Scripting.
• In case patient not reachable ensure to email patients in order to ensure patient education is conveyed.

Scheduler Responsibilities

• Arranges for specialty equipment and/or vendor as designated when scheduling.
• Pre-Procedure telephone calls to scheduled outpatients to confirm appointment
• Escalates late case cancelations. 
• Pre-admit patients using correct location. • Answers the telephone utilizing Departmental 

Clerical Duties

• Utilizes the EMR to enhance communication.
• Communicates transfer of patient.
• Answers the phone in a professional manner, stating full name and unit. Takes and delivers messages accurately and in a timely fashion.
• Devotes appropriate time and effort towards the development of new staff members.
• Exhibits flexibility as needed in daily work and activity.
• Follows up on unfinished tasks or difficult problems and demonstrates the ability to develop positive and resourceful solutions to share with co-workers.
• Demonstrates willingness to assist co-workers effectively and in a positive manner.
• Document all communications and trial of calls in patient notes.

QUALIFICATIONS & SKILLS:

• Highschool Graduate

• Minimum of two (2) years of previous administrative experience for which at least one (1) related to health care.
• Knowledge of business English, spelling, punctuation and grammar. 
• Skills in Computer Applications such as Windows, MS Office, Excel, PowerPoint, Internet and Email.
• Skills in safe handling of administrative equipment.
• Skills in document management software tools.
• Ability to speak and write in English fluently.