"Medical Office Coordinator"

The primary function is to perform duties and responsibilities for assigned outpatient clinics, supervising personnel, and overseeing day-to-day operations including but not limited to SIU phone call ques, referrals, and communication platforms. This position aids in the courteous and efficient operation of the Patient Access unit. The incumbent of this position is expected to work independently with a high degree of accuracy to ensure efficient operation of the unit and work with all departments within the SIU organization and outside partners.

SIU School of Medicine does not participate in the E-Verify program. Employment eligibility will be verified in accordance with applicable state and federal laws.

70% Administrative

• Oversees Patient Access operations; assigns and monitor day-to-day work of the Operator, and Medical Office Staff assigned to unit.
• Ensures the efficient and timely performance of staff; assigning, directing and evaluating their work.
• Complete payroll timely for staff that report directly to position.
• Monitors quality of work and services with regards for accuracy and performance improvement. Observes calls to ensure accuracy and appropriateness of calls.
• Orients and trains staff for the PAC Teams
• Establishes daily priorities according to workload and patient volume. Develops, implements, and supervises clinic systems and procedures that ensure smooth, efficient, high quality functioning/operations.
• Provides support to providers, nurses, and patients to ensure quality and efficient patient processing and care. Keeps COO/CMO abreast of special problem or needs of the patients.
• Ensures implementation of departmental rules, policies and procedures; recommends revisions.
• Performs duties related to human resources in accordance to policy for clinic employees with assigned direct supervision. Approves schedules, performance evaluations, interviews, hires, terminations and implements corrective action as needed.
• Compiles and organizes data related to clinic activities into reports, as well as analyzes clinic activity reports.
• Serves as liaison to all Departments within the School as it relates to the Patient Access area.
• Oversees the communication platform Symplr for the organization along with the Deputy Director of Access including creating message groups, assisting in creation and education of new schedules for Providers.

30% Clinical Telephone

• Answer Telephone appointment line for assigned clinics, screening and directing calls to proper nurse, physician's office and ancillary departments; answering appropriate questions when other areas not answering.
• Accept patient complaint calls to assist in assisting in patient satisfaction.
• Making appointment for patients. Telephone patients of any scheduled change for appointments. Cancels and/or rescheduled appointments whether change is initiated by patient or provider, making the necessary changes in the computer system.
• Overseeing and ensuring task lists are worked and appropriately monitored.
• Informs patients about SIU medicines payment at the time of service policy.
• Takes concise and accurate messages regarding patients when nurses are unavailable. Distributes messages to appropriate personnel in a timely manner via EMR task system. Ensures follow up is done.
• Completes referral shell within GE Business when indicated.
• Processing referral information for doctors in accordance with the procedures. Entering data in referral tracking database.
• Oversee Contact Center phone que platform to ensure call volumes are appropriate.
• Performs other duties as assigned.

Qualifications

Any one or any combination totaling five (5) years (60 months), from the categories below:

• 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)
• Work experience or ancillary service experience comparable to the Medical Office Specialist level or other positions of comparable responsibility.