GENERAL SUMMARY OF DUTIES: United Digestives Patient Services Retention Coordinator is responsible for supporting procedure scheduling initiatives and managing advanced clinical tasks focused on patient care, ensuring the retention of scheduled procedure appointments. Key duties include delivering exceptional service by educating patients on the importance and benefits of maintaining scheduled procedures and follow-up appointments, as well as providing alternative payment and scheduling solutions to facilitate patient retention. The role also entails optimizing provider schedules by proactively contacting patients whose procedures have been canceled in order to reschedule them at the earliest opportunity and collaborating with relevant departments to identify effective strategies for patient retention and minimizing cancellations.
RESPONSIBILITIES:
Duties include but are not limited to:
- Schedule, reschedule, and manage cancellations and no-shows for patient office visits, endoscopy procedures, and related services.
- Contact patients with cancelled procedure appointments to successfully recover appointment cancellations, keeping the patient on the schedule
- Coordinate with Financial Counseling Department to provide patients with alternate payment options if there are financial concerns
- Coordinate with field operations to obtain alternate scheduling options to meet the patients’ needs
- Ensure all assigned tasks to include “actions” are completed daily
- Reduce procedure cancelation volumes to align with company metrics
- Answer incoming calls, emails, voicemails, and patient portal inquiries in a timely and efficient manner while providing high-quality patient care and exceptional customer service.
- Maintain and update accurate physician schedules and endoscopy block time, schedule patients according to physician availability, preferences, and clinical requirements.
- Ensure all applicable procedures are scheduled within UD endoscopy suites and coordinate hospital-based procedures when necessary.
- Schedule all required ancillary services, laboratory, and radiology procedures; obtain and accurately communicate results to physicians and patients as appropriate (with provider approval).
- Collect, verify, and document accurate patient information in compliance with UD documentation requirements.
- Prepare and process prescription refill requests by entering pharmacy information and communicating details to providers for approval.
- Provide accurate counseling and education to patients and/or family members regarding appointments, medical treatments, procedures, and preparation instructions; distribute or mail prep materials as needed.
- Respond to appointment requests and information inquiries from patients, referring providers, and internal UD staff promptly and effectively.
- Complete requests for information from United Digestive staff to support billing accuracy and ensure timely payment on patient accounts.
- Maintain knowledge of drug uses and dosage requirements relevant to patient care coordination.
- Remain available in the call queue and meet or exceed departmental quality, productivity, and performance standards, including task completion timelines and monitoring score requirements.
- Cross-train and perform additional Patient Service Coordinator functions as directed, including phone triage, pre-certification, referrals, document management, and medical records support.
- Abide by and actively promote HIPAA compliance, maintaining strict confidentiality of all patient information.
- Participate in staff meetings, marketing activities, customer service training, and ongoing professional development as directed by management.
- Perform any additional duties and/or special projects as assigned
EDUCATION, SKILLS, & EXPERIENCE:
- Required:
- High School Diploma or GED required
- Must be computer literate with demonstrated ability to operate healthcare information systems and multiple Microsoft Office applications
- Ability to work independently and manage multiple priorities in a fast-paced environment
- Preferred:
- Certified or Registered Medical Assistant preferred
- Minimum of 2–3 years of relevant experience, including, call center, eCW, specialty clinic, and/or gastroenterology experience preferred
- Knowledge of clinical workflows, scheduling, and patient care coordination
- Bilingual skills strongly preferred
WORK ENVIRONMENT:
Requires sitting and standing associated with a normal office environment. Travel required as business needs dictate.
DRUG FREE WORKPLACE:
United Digestive is a drug-free workplace. All offers of employment are contingent upon passing a pre-employment drug screening.
EQUAL OPPORTUNITY EMPLOYER:
United Digestive is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, veteran status, genetic information or any other legally protected classification or status.
