New Patient Intake Coordinator

SCOPE: Under minimal supervision, is responsible for scheduling new patient consult appointments, genetic consult appointments, new to office appointments, labs, and obtaining appropriate medical records in an efficient and timely manner. Answers all incoming calls and directs calls to appropriate personnel if needed. Serves as a liaison between patient and medical staff. May be designated as lead, with responsibilities including orientation, training, and assignment of work to lower-level employees. Supports and adheres to the New York Oncology Hematology Compliance Program, to include the Code of Ethics and Business Standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Answers all incoming calls; assesses callers’ needs and directs to appropriate personnel if needed. Obtains and communicates messages in an accurate and timely manner. 

• Utilizes a right fax to obtain new patient referrals and medical records for new patients. Relabels faxes appropriately and addresses each in order based on priority. 

• Utilizes and navigates MachForm on-line new appointment requests from both prospective patients as well as referring physicians. 

• Creates a new account and inputs all correct and appropriate patient demographics, insurance information, PCP, and referring provider. Schedules/cancels/reschedules new patients in the correct computer system in accordance with physician and/or office guidelines. 

• Responsible for updating the new patient referral tracker. 

• Understands providers schedules/templates and schedules appropriately in designated consult slots. 

• Obtains all necessary and appropriate medical records for new patients, ensures documents saved become attached in the correct accounts, and documents all communication between the patient and/or record requests within the chart via scheduling notes. 

• Ability to reach out to providers via chart message/email/phone to discuss records and diagnoses to ensure appropriate and adequate scheduling. 

• Ability to report to sites to meet with providers to discuss availability for consult appointments if needed. 

• Mails all appropriate new patient paperwork, welcome letter, and site directions to all patients verified mailing address. 

• Initiates a conversation between the patient and a Patient Benefit Representative for financial counseling/insurance questions if requested. 

• Demonstrates an understanding of patient confidentiality to protect the patient and clinic/practice. 

• Follows policies and procedures to contribute to the efficiency of the role as a New Patient Coordinator. 

• May provide guidance and assistance with the direction of daily work to junior level staff. 

• May communicate to patients regarding surgeries, tests, and images. May inquire about specific dates and providers performing surgeries and tests to ensure all appropriate records are obtained prior to their consultation. 

• Where applicable, basic understanding of medical terminology for tests and surgical procedures, including coding and ability to look up codes to understand specific diagnoses and scheduling accordingly. 

MINIMUM QUALIFICATIONS: High school diploma or equivalent required. Knowledge of medical terminology and work in an office setting is preferred. Must have excellent communication skills, written and verbal. 

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Work may require sitting for long periods of time; also stooping, bending and stretching for files and supplies.   Occasionally lifting files or paper weighing up to 30 pounds.  Requires manual dexterity sufficient to operate a keyboard, postage meter, telephone, copier/fax machine, and other such office equipment.  Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts.  It is necessary to view and type on computer screens for prolonged periods of time. 

COMPETENCIES: 

• Uses Technical and Functional Experience: Possesses up to date knowledge of the profession and industry; is regarded as expert in the technical/functional area; accesses and uses other expert resources when appropriate. 

• Demonstrates Adaptability: Handles day to day work challenges confidently; is willing and able to adjust to multiple demands, shifting priorities, ambiguity and rapid change; shows resilience in the face of constraints, frustrations, or adversity; demonstrates flexibility and openness to change. 

• Uses Sound Judgment: Makes timely, cost effective and sound decisions; makes decisions under conditions of uncertainty. 

• Shows Work Commitment: Sets high standards of performance; pursues aggressive goals and works efficiently to achieve them. 

• Commits to Quality: Emphasizes the need to deliver quality products and/or services; defines standards for quality and evaluated products, processes, and service against those standards; manages quality; improves efficiencies. 

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Work is performed in an office environment.