Patient Care Coordinator

Medical Office Coordinator

How you move is why we're here. Now more than ever, our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximize the abundant opportunities for growth and success. If this describes you then let's talk! HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment.

Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Your role is essential to promoting a professional atmosphere through courteous communication, cooperation, and respect for patients, visitors, and members of the healthcare team. In addition, you will be responsible for upholding stellar customer service practices for patients and families, as well as acting as a liaison to the physician and hospital departments.

Duties & Essential Job Functions :

• Check-out patients following appointment with physician.
• Collect and post patient payments.
• Obtain pre-certifications and appointments for patient testing (MRI, CT Scans, etc).
• Scan and file medical information into individual patient accounts in EMR.
• Coordinate patient inquiries with physician and physician assistant.
• Settle credit card terminal at end of each patient appointment day.
• Complete doctors dictations and mail referring physicians.
• Schedule new and follow-up patient appointments.
• Answer incoming phone calls and take messages.
• Provide routine information to callers in a professional and efficient manner.
• Assist patients with prescription renewals.
• Provide assistance in day-to-day administration of office.
• Schedule surgeries and other ancillary tests as directed by physician or office manager.
• Facilitate communication between physician and hospital departments, department management and patients.
• Perform other duties as assigned.

To qualify you must have an Associates Degree and at least two years of related MD office / healthcare experience. Familiarity with medical terminology and general office protocol required. The ability to type 45-60 words per minute and exceptional organizational strengths are required, along with excellent written and verbal communication skills. Must be proficient in Microsoft Word, Excel, and PowerPoint.

Behavioral & Leadership Competencies : Team Members (Provided & Standardized by HR) :

Performance Mindset : Demonstrates critical thinking to identify challenges impacting work and recommends solutions. Takes measurable action to change, learn, and grow.

Communication : Communicates in a clear and organized manner that achieves desired results. Speaks and writes professionally and respectfully. Listens actively and empathetically.

Collaboration : Understands how ones work connects and intersects with other team members work and HSS goals. Actively works with others and engages in dialogue when differences exist. Is open to receiving feedback.

Empowerment : Shares ideas and points of view. Volunteers to take on stretch assignments and / or additional responsibilities identified by and / or with manager.

Engagement : Cares about the mission of HSS. Is an active participant in meetings and interactions with colleagues and / or patients. Demonstrates a desire to learn and grow. Understands how behavior and attitude impact the broader team and acts in a way that supports the culture and teams engagement.

Adherence to HSS Policies : Respects and holds self and / or others accountable to following HSS Policies and Code of Conduct. (Examples : Time and Attendance, Professionalism, Safety, Privacy, and a commitment to providing or supporting service excellence to patients.)

Position Competencies :

Patient Service & Communication Skills : Answers phones and greets patients courteously, clearly, and efficiently. Demonstrates a professional demeanor, empathy, discretion, and respect in all patient interactions. Ensures timely internal / external communication via phone, email, or in-person regarding appointments, instructions, and follow-ups based on the offices protocol. Handles patient concerns calmly, and appropriately escalates concerns to administrative manager or clinical staff when necessary.

Scheduling & Coordination : Schedules appointments and ancillary services accurately, following the providers protocol, as directed by the physician or office manager. Coordinates referral processes with accuracy and urgency. Communicates effectively / proactively with other administrative staff and clinical teams to ensure smooth patient flow. Coordinates surgical scheduling dates, enters them into EPIC, ensures pre-authorization within required timelines, and confirms that all required pre-testing and documentation are complete and verified.

Billing / Chart Documentation : Manages check-out processes accurately, facilitating time of service payments from patients, including copayment and outstanding balance collections (as needed). Obtains authorizations and / or follows up with appropriate teams on the status through completion, as needed. Ensures all information is collected from patients to ensure timely billing. Uses appropriate written communication when documenting in patient charts, and interacting with physician and other clinical teams. Accurately scans patient records per hospital guidelines.

Technical & Systems Proficiency : Proficient in the use of electronic medical records systems (e.g., Epic) and navigates scheduling, billing, and Microsoft Office software with competence. Operates phones system, scanners, copiers, printers, and other front-desk technology efficiently. Learns and adapts to new systems, policies and technologies relevant to office operations.

Office Workflow and Operational Efficiency : Prioritizes tasks and manages workload efficiently to meet patient needs, and departmental goals such as call answer rates. Takes initiative to resolve issues and assist colleagues. Adapts to workflow changes and supports team productivity. Fulfills a lead role in the office when covering for Office Manager during time off. Demonstrates accountability in job duties, and proactively assists in training support staff / covering staff as needed.

Hospital for Special Surgery is committed to providing high quality care and skilled, compassionate, reliable service to our community in a safe and healing environment. Consistent with this commitment, Hospital for Special Surgery provides care, admits, and treats patients and provides all services without regard to age, race, color, creed, ethnicity, religion, national origin, culture, language, physical or mental disability, socioeconomic status, veteran or military status, marital status, sex, sexual orientation, gender identity or expression, or any other basis prohibited by federal, state, or local law or by accreditation standards.