Medical Office Coordinator (4963)

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The primary function of this role is to supervise Medical Office series staff in the front desk/call center locations of the department. This position is responsible for the courteous, accurate and efficient operation of the reception/call center area(s). This role also performs a range of both patient-related support functions and non-medical support services in an assigned healthcare unit or other healthcare facility providing patient services. Employees in this role apply expert knowledge of policies and procedures regarding patient registration, scheduling, insurance, billing and account maintenance, and collections. They serve as an essential link between non-clinic and clinic staff within the assigned department by ensuring all Medical Office series staff are performing all job expectations and responsibilities, while maintaining professionalism and work excellence.

*This position is ON SITE only*

65% Administrative
* Establishes daily priorities in the clinics according to workload and patient volume.
* Develops, implements, and supervises clinic systems and procedures that ensure smooth, efficient, high-quality functioning/operations.
* Ensures the efficient and timely performance of staff; assigning, directing, and evaluating their work.
* Approves schedule changes, absence requests, performance evaluations, interviews, hires, terminations, and implements corrective action as needed.
* Tracks attendance occurrences for MO Series staff.
* Coordinate staff for breaks, lunch hours, and work schedules to ensure proper coverage.
* Orients and trains staff.
* Monitors the quality of work and services with regard to accuracy and performance improvement.
* Ensures implementation of departmental rules, policies, and procedures; recommends revisions.
* Serves as liaison within the assigned department to other Departments within SIU Medicine.
* Counsels and provides personal assistance to patients regarding account status, financial policies, and procedures.
* Handles escalated calls and situations with patients and staff.
* Provides support to providers, nurses, and patients to ensure quality and efficient patient processing and care.
* Keeps physicians abreast of special problems or needs of the patients.
* Updates provider templates and schedules as needed.
* Provides justification and estimates for the use of budgeted funds.
* Interprets and explains billing, hospital, and/or departmental policies and procedures to patients, staff, and providers.
* Collaborates with departmental and SIU leaders and colleagues throughout SIU.
* Attends departmental meetings as needed.
* Performs regular and consistent check-ins and meetings with assigned team; both individually and as a group.
* Attends and completes any required training or ongoing education.
* Maintains frequent communication with department Administrator to address concerns and recommends follow up actions or solutions.
* Ensures clinic areas are organized, clean, neat, and professional.
* Ensures excellent public relations by all employees in the clinics.
* Ensures patients' needs are met and treated with respect.
* Ensures clinic office equipment and systems are functioning properly and orders repairs as needed.
* Handles and/or directs business correspondence for clinics.

Patient Services 30%
* Registers and enters patient registration into the computerized patient care system following established policies and procedures.
* Review patient demographic and insurance information, checking insurance eligibility, review for any necessary referral or authorization information within the computerized patient care system.
* Coordinates patients' appointment schedules (e.g., contacts patients to confirm appointments, set up follow up appointments); mails information to patients.
* Greets and checks in/out patients; assembles and prepares patient information forms and assists with the completion of these forms (such as the release of information and signature authorization forms); collects copays and patient payments.
* Monitor, review and resolve tasks from clinic staff and other departments.
* Answer basic billing questions and provide information about payment plan options and financial assistance, as needed.
* Answer incoming telephone calls, take message or route to appropriate staff.
* Initiates outbound calls to patients or other external departments in regards to patient related services.
* Communicate with department leaders and clinic providers regarding scheduling changes or patient appointments.
* Schedule interpreters for special needs patients per the interpreter guidelines and process.
* Ensure direct involvement and accessibility to all clinic and non-clinic staff to ensure quality patient care.

5%
Performs other duties as required or assigned which are reasonably within the scope of the duties described above.

Credentials to be Verified by Placement Officer

1. Any one or any combination totaling five (5) years (60 months), from the categories below
   1. College education with course work in a business medical field such as nursing assistant, medical assistant, or medical secretary and/or business fields such as business, finance, public administration, or social science, as measured by the following conversion table or its proportional equivalent:
      • 30 semester hours equals one (1) year (12 months)
      • Associate's Degree (60 semester hours) equals eighteen months (18 months)
      • 90 semester hours equals two (2) years (24 months)
      • Bachelor's Degree (120 semester hours) equals three (3) years (36 months)
   2. Work experience or ancillary service experience comparable to the Medical Office Specialist level or other positions of comparable responsibility.

Knowledge, Skills & Abilities (KSA's)

1. Knowledge of registration and billing procedures.
2. Knowledge of third-party payer reimbursement, disability claim forms, and insurance billing regulations.
3. Knowledge of accounting principles and insurance claims filings and reimbursements.
4. Knowledge of computer systems and clinic forms.
5. Knowledge of automated admissions and/or billing systems.
6. Knowledge of medical terminology.
7. Knowledge of various hospital and/or clinic departmental services.
8. Knowledge of hospital pre-admission and admission procedures.
9. Skill in maintaining detailed records.
10. Skill in communicating effectively with patients and families from a wide variety of persons from different economic and cultural backgrounds.
11. Oral and written communication skills.
12. Organization skills, including time management and workflow.
13. Skill in explaining rules, policies, and their interpretations.
14. Skill in interviewing patients who have a variety of financial problems.
15. Skill in interpreting and implementing procedures, guidelines, and policies.
16. Skill in developing reports and analyzing data.
17. Skill in adapting and working under pressure and amid interruptions.
18. Ability to supervise, train, lead and direct the work of others.
19. Ability to interpret policies, procedures, and guidelines.
20. Ability to interpret a variety of financial, diagnostic, and internal codes.
21. Ability to establish and maintain cooperative working relationships with individuals and agencies internal and external to the unit and/or institution.
22. Ability to solve problems related to intake, accounting, receptions, and patient relations.
23. Ability to work with the media to create advertising and markets plans.
24. Ability to keep patient data confidential.
25. Ability to interpret policies, procedures, and guidelines.
26. Ability to interpret a variety of financial, diagnostic, and internal codes.
27. Ability to use independent judgment and resolve problems quickly.
28. Ability to identify work priorities and follow them to complete daily tasks.

Condition of Employment

Out of State Applicants that apply to Springfield vacancies in classifications in the occupational area of Professional, Semi-Professional, or Managerial will be subject to the following Condition of Employment: Pursuant to the State University Civil Service System, an out-of-state resident who is hired into this position must establish Illinois residency within 180 calendar days of their start date.

If you require assistance, please contact the Office of Human Resources at hrrecruitment@siumed.edu or call 217-545-0223 Monday through Friday, 8:00am-4:30pm.

The mission of Southern Illinois University School of Medicine is to optimize the health of the people of central and southern Illinois through education, patient care, research and service to the community.

The SIU School of Medicine Annual Security Report is available online at https://www.siumed.edu/police-security. This report contains policy statements and crime statistics for Southern Illinois University School of Medicine in Springfield, IL. This report is published in compliance with Federal Law titled the

"Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act."

Southern Illinois University School of Medicine is an Affirmative Action/Equal Opportunity employer who provides equal employment and educational opportunities for all qualified persons without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, protected veteran status or marital status in accordance with local, state and federal law.

Pre-employment background screenings required.