Patient Services Coordinator

Under the direction of the Director of Patient Services & Financial Assistance, the Patient Services Coordinator is responsible for providing exemplary customer service, patient registration & documentation, appointment scheduling and patient flow, collection of daily cash and audit procedures, opening and closing the receptionist station daily, including Saturdays as required. The Patient Services Coordinator is responsible for the completion of various billing services.

Representative Duties:

Provide excellent customer service

• Greet each client with a smile and welcoming, professional manner
• Answer each phone call in a cheerful and professional manner
• Log information on calls received, where required and maintains detailed and accurate records
• Provide clients with correct and accurate information regarding FCHC services and providers (Ask for input from team colleagues if unsure of correct response to inquiries)
• Refer unusual or difficult situations to supervisor
• At all times maintain patient confidentiality, speak in quiet tones at the desk with colleagues and clients and behave appropriately for a highly visible position
• Be discrete when obtaining sensitive information from clients
• Establish and maintain effective working relationships with co-workers, supervisors and the general public
• Perform reception duties in an efficient, professional and courteous manner

Accurately perform registration process for new and existing patients

• Accurately register and enter new patient demographic data and insurance information in system
• Verify existing patients’ demographic data and insurance information at each visit accurately record and enter any changes received
• Collect co-payments and agreed fees at check in

Schedule appointments according to established procedures

• Schedule appointments according to the patient’s needs and provider availability
• Follow established procedures

Collection of daily cash and audit procedures

• Collect client payments and record in timely and accurate manner
• Verify all transactions at the end of the day and report all discrepancies
• Run daily reports in a timely manner and according to written guidelines

Meets agency participatory expectation

• Adheres to all agency and departmental policies and procedures
• Participates in quality assessment and improvement activities as requested
• Adheres to the highest principles of patient and client confidentiality
• Adheres to established safety policies, procedures and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation
• Attends all required meetings, in-services and professional trainings Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities
• Serves on agency committees and in professional organizations when requested

Performs other related job duties as required

Requirements

• Minimum of high school graduate or equivalent. 
• Computer experience
• Willingness to work with a diverse patient population including gay men, lesbians, seniors, students, and others
• Calm, patient, flexible, and understanding manner
• Ability to work harmoniously and effectively with colleagues, patients, clients and vendors across the spectrum of diversity, including but not limited to race, ethnicity, color, gender identity, sexual orientation, age, socio-economic status, national origin and immigrant status, religious or spiritual identity, disability (physical, mental, emotional and developmental), veteran status, and/or limited English proficiency.
• Willingness to contribute towards Fenway’s efforts in becoming an anti-racist organization and promoting a culture dedicated to ongoing development in service of humility, equity, diversity, inclusion, and belonging, where differences are acknowledged and valued.

Preferred Qualifications:

• Successful customer service background
• Previous experience in healthcare or medical office administration
• Bilingual Spanish/English
• Knowledge of business procedures
• Experience working with an ethnically, culturally, and racially diverse work staff

 This is a union position in a Fenway Health bargaining unit represented by 1199 SEIU United Healthcare Workers East. 
We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 12 paid holidays, paid vacation, and more.LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.