Patient Service Coordinator Jobs in Washington, DC at MEDSTAR HEALTH

Title: Patient Service Coordinator


Location: Washington, DC

Job Summary

Provides assistance to patients in the department. Responsible for coordinating all the functions and activities related to patient access including, but not limited to: front end customer service, accurate and complete patient registration in the approved organization electronic scheduling and billing systems, appointment scheduling, insurance verification, accurate Time-of-Service (TOS) payment processing, and the balancing of all TOS payments using the approved organization electronic scheduling and billing systems.

Minimum Qualifications




1 year experience in a customer service environment required; medical/clinical office experience preferred. Previous experience with computerized scheduling and registration systems. Working knowledge of IDX / GE Centricity Business preferred. Previous experience with an electronic health record system desired, especially GE Centricity Clinical or Aria.


No special certification, registration or licensure required.

Knowledge, Skills & Abilities

Excellent interpersonal communication and customer service skills, and good telephone etiquette. Knowledge of medical terminology. Effective oral and written communication skills. Ability to deal effectively and professionally with a variety of different individuals. Ability to perform in a high pressure environment. Ability to organize and prioritize work.

Primary Duties and Responsibilities

Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.

Patient Arrival/Check-In & Check-Out: Greets patients, responds to inquiries and assists patients with the completion of paperwork, ensuring all information obtained is complete and accurate. Validates patient identity by asking to see identification and/or validate the stored image of the patient’s identification. Obtains and scans Patient Photo ID, Insurance Card, Referrals and signed documents into the approved organization electronic scheduling and billing systems as appropriate.

Patient Arrival/Check-In & Check-Out: Is responsible for resolving all outstanding Alerts on pending appointments at the time of patient arrival, to minimally include: Missing Referral, Missing Pre-certification/Authorization, Self Pay Accounts, Eligibility Verification, Missing Demographic/Insurance Information, Medstar and/or Georgetown University Hospital Specific requirements, Enters all relevant data, linking to the appropriate appointment/visit and ensures all required data elements are captured.

Patient Arrival/Check-In & Check-Out: Advises patient of his/her financial responsibility and obtains signed financial responsibility form (FIN form) as necessary. Collects visit copayment, co-insurance, balance on account, self-pay payments. Posts payments to patients’ account in the approved organization electronic scheduling and billing systems and provides patient with system generated receipt. Communicates patient’s arrival to appropriate clinical staff. Keeps patient informed of schedule delays. Ensures that patient appointments are statused in the approved organization electronic scheduling and billing system in a timely manner, as follows: Appointment is “Arrived” at time patient presents for their scheduled appointment. All No Show, Cancelled, or Rescheduled appointments are statused by end of each session or the day’s end, at the latest. Patients seen after hours will have appointments statused at the start of the next business day.

Patient Arrival/Check-In & Check-Out: Reviews encounter forms for accuracy and completeness prior to patient check out. Corrects and completes forms as required and ensures an encounter form is submitted for every arrived patient. Performs the following approved organization electronic scheduling and billing systems Front Desk Module tasks to ensure that all monies are accurately collected and accounted for at day’s end: At day’s end, reconciles all monies collected (cash, checks, and credit card payments) to the money entered in the approved organization electronic scheduling and billing systems Front Desk Module. Closes and balances the Credit Card Machine on a daily basis. Batches payments and delivers payment batches to designated department resource for balance verification, creation of bank deposit and delivery of deposit to the Cashier’s Office. At the end of each day or session, batches encounter forms, prepares Batch Entry Form and Batch Control Log to be sent to Physicians’ Unified Billing Service (PUBS).

Registration: Will search the Enterprise Access Directory (EAD) to establish if the patient is new or existing. Follows guidelines to avoid duplicate medical record assignment. Obtains and/or verifies complete demographic and insurance information from patient. Accurately enters complete demographics, insurance information and Financial Status Classification (FSC) / Hospital Patient Accounting Plan Code assignment into the approved organization electronic scheduling and billing systems.

Scheduling: Obtains basic clinical information from patients/callers to determine the appropriate appointment type and provider to which the appointment should be booked. Identifies patient’s insurance, ascertains Georgetown Physicians Group (GPG) and GUH contract participation status (Par vs. Non-Par) and communicates contract participation status to patient.

Scheduling: Determines referral requirements, creates Referral in the approved organization electronic scheduling and billing system and links to appointment or updates Appointment Data Form (ADF) with Authorization / Pre-Certification number as appropriate. Schedules patient follow-up appointments using the approved organization electronic scheduling and billing system, entering all required data elements as dictated by the GPG, GUH and departmental policies and procedures. Communicates referral requirements, patient’s financial responsibility and other pre-appointment information, as appropriate, including necessary procedure/examination preparations, e.g. NPO after midnight, according to departmental policies and procedures.

Scheduling: Answers incoming calls for practice and provides information regarding services, referrals, etc. Using standard forms or Electronic Health Record (EHR) system, records messages from patients, referring physicians, pharmacies, and other clinical areas. Communicates with physicians and nurses. Makes confirmation calls to patients regarding future appointment dates. Prints and distributes provider schedules to clinical team/management /administration as appropriate.

Medical Records: Adhering to GPG and departmental policies and procedures, will access a patient’s medical record / electronic health record (MR/EHR), for work related activities only, to complete proper patient documentation in the health record or to view needed information in the patient chart as necessitated by job role or function. Retrieves results from Hospital Patient Management system, as necessary. Adheres to most current workflows or processes developed within GPG or specific Practice.

Medical Records: Appropriately and accurately scans and indexes documents, using correct naming conventions, into patient EHR. Picks-up laboratory reports, dictations, radiology films, correspondence, etc., as necessary. Routes to appropriate physician and patient record.

Office Maintenance: Maintains and utilizes all office equipment such as computers, fax machines, telephones, etc. according to manufacturer’s recommendations. Maintains competency in all electronic systems required for job functions. Keeps personal workspace, reception and waiting areas neat, clean, and free of debris at all times. Communicates building and facility issues or concerns to the appropriate housekeeping staff for resolution. Reports computer malfunctions, software issues and/or problems to the Help Desk or appropriate staff.

Exemplifies Guest and Staff Relations and exemplifies Commitment to Caring (C2C) Customer Service/Courtesy Behaviors in all activities. Greets every customer and coworker with a warm welcome. Smiles, makes eye contact, and always demonstrates a positive attitude with all customers and coworkers; When answering the phone, calls should be answered within 3 rings and the greeting should include name, department and asking, “How may I help you?” Always introduces himself/herself and asking, “How may I help you?” to all customers and coworkers; Always offers directions to all customers and coworkers; escorts them as needed, whenever possible; Always projects a positive image. Follows the dress code and always wears a nametag in a visible location; Always provides prompt and efficient service. Always explaining any delays and how long it will take to complete a task to customers and coworkers; Takes ownership of a complaint and facilitates immediate service recovery. Always looks for ways to exceed customer and coworker expectations; Thanks customers for choosing GUH and encourages them to return for assistance, as needed; and, Closes all appointment requests appropriately by reviewing appointment specifics, asking if there is anything more that the patient or requestor needs, and thanking them for choosing GUH.

Observes Joint Commission (JC) standards, Patient Safety initiatives, Patient Rights, and Health Insurance Portability and Accountability Act (HIPAA) Privacy standards. Follows care, documentation and cleanliness standards in the performance of job duties; Completes in-services and education on a timely basis; Is focused on patient safety during performance of duties and improves or makes corrections when safety issues arise; notifies department manager, as required; Interacts with other team members both on the unit and in other units in an appropriate and proactive way to benefit the patient; Observes proper elevator etiquette and courtesy: smiles and speaks to patients and visitors, does not discuss patient care and keeps voice low, gives right-of-way to patients and visitors; Keeps all patient information strictly confidential; Never discusses patient information and hospital business in public areas; Protects patient privacy in public areas; and Adheres to all JC and GUH Patient Rights standards.

Participates in meetings and on committees and represents the department and hospital in community outreach efforts. Participates in multi-disciplinary quality and service improvement teams.

Performs other duties as assigned.

About MedStar Health
MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation and research. Our 30,000 associates and 5,400 affiliated physicians work in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest visiting nurse association in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar is dedicated not only to teaching the next generation of doctors, but also to the continuing education and professional development of our whole team. MedStar Health offers diverse opportunities for career advancement and personal fulfillment.

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