Administrative Coordinator

The Administrative Coordinator serves as the frontline delegate in addressing day-to-day practice operational matters as appropriate, in managing PSC coverage, and in troubleshooting issues across 2 sites. This role also functions as the team mentor/supportive resource for other patient services coordinators in the practice and is competent in all the duties and functions of the PSC role. The Administrative Coordinator contributes to the efficient and effective workflow of the PSC group through continual training, mentoring, and coaching of PSC group.

• Collaborates with Team Leads/PSCs and Administrative Manager to ensure staffing coverage, test improvement plans/implementing changes, uphold standards/policies/procedures, and evaluate operations.
• Competently performs all duties and responsibilities of a PSCI and PSCII.
• Works with Referral Coordinator and Admin Manager to coordinate referral scheduling and management.
• Monitors workqueues and inbaskets for volume, quality assurance, and accuracy of information.
• May be delegated special projects or project management functions as indicated.
• Coordinates the scheduling of patient appointments using multiple systems or resources.
• Addresses patient questions and concerns. Ensures service excellence by demonstrating behaviors that enhance patient experience while addressing service recovery as needed.
• Serves as Epic/Cadence Super User for practice. Responsible for maintaining accuracy of schedules and templates. Investigates inconsistencies and addresses with Administrative Manager.
• Performs time off management functions ensuring staffing expectations are maintained and regularly informs Administrative Manager of upcoming concerns.
• May submit staff reimbursements as indicated through Accounts Payables.
• Actively involved in practice re-design and process improvement activities as guided by Administrative Manager.
• Possesses a thorough knowledge of registration and insurance issues. Demonstrates competence in explaining insurance issues and service issues to staff and patients.
• Is present daily to support, coach and educate PSC staff. Assists PSC staff by troubleshooting workflow issues and resolving patient barriers to care.
• Meets regularly with Administrative Manager and other PSCs to share assessments, issues, and ideas for quality/process improvements.
• Coordinates work schedules, coverage plans and assignments for patient service coordinators. Reviews staff vacation / time off requests and makes recommendations to management based on practice needs. Works with management to address staffing needs. Performs back up (coverage) duties of for other support staff.
• Coordinates and ensures the comprehensive orientation of new employees. Provides detailed feedback on patient service coordinator performance to management as well as for the annual performance evaluations.
• Regularly serves on internal Health Center committees and meetings voluntarily and/or as requested by Administrative Manager.
• Adheres to all hospital and Health Center policies and procedures.
• Assists in Calendar management for the practice, including but not limited to scheduling practice meetings and vacation time
• Generates basic practice reports and data for ongoing review with management.

• Bachelor’s degree preferred – 3 years of related experience in a healthcare setting.
• Experience or preparation in healthcare administration with focus on maximizing patient experience preferred.
• Customer service experience involving organizational and prioritization competencies required.
• Experience building teams /training staff.
• Attains Epic/Cadence Super User status within 3 months of hire.

• Proficiency as a Patient Services Coordinator III or demonstrated competence in the related skills.
• Demonstrated ability to precept, mentor, teach and coach others.
• Promotes teamwork in daily activities, exercises diplomacy and consistently uses effective communication skills, including active listening.
• Acts as a role model for customer service and considers the perspectives of all involved.
• Exceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and meet deadlines. Is flexible to accommodate changes in priorities.
• Demonstrates initiative to improve and address departmental and organization issues.
• Demonstrates responsibility and accountability for work functions, assignments, and performance.
• Ability to solve problems and resolve complex issues on behalf of staff, clinicians, and patients.
• Appropriately seeks guidance and direction from manager.
• Demonstrated ability to effectively manage conflict and consider all perspectives and aspects of a situation.
• Demonstrated ability of making sound, ethical, and fair decisions.
• Excellent interpersonal/communications skills and a good command of English language