Patient Service Coordinator Ambulatory II - FOH, Ambulatory Float Pool

Overview

Hennepin Healthcare is an integrated system of care that includes HCMC, a nationally recognized Level I Adult Trauma Center and Level I Pediatric Trauma Center and acute care hospital, as well as a clinic system with primary care clinics located in Minneapolis and across Hennepin County. The comprehensive healthcare system includes a 473-bed academic medical center, a large outpatient Clinic & Specialty Center, and a network of clinics in the North Loop, Whittier, and East Lake Street neighborhoods of Minneapolis, and in the suburban communities of Brooklyn Park, Golden Valley, Richfield, and St. Anthony Village. Hennepin Healthcare has a large psychiatric program, home care, and operates a research institute, philanthropic foundation, and Hennepin EMS. The system is operated by Hennepin Healthcare System, Inc., a subsidiary corporation of Hennepin County.

Equal Employment Opportunities

We believe equity is essential for optimal health outcomes and are committed to achieve optimal health for all by actively eliminating barriers due to racism, poverty, gender identity, and other determinants of health. We are committed to equitable care and working in an environment that celebrates, promotes, and protects diversity, equity, inclusion, and belonging. We are committed to bringing in individuals with new cultural perspectives to assist in creating a more equitable healthcare organization.

Job Details

• Department: Ambulatory Float Pool
• FTE: 1.00 (80 hours per pay period)
• Workdays: Monday – Friday
• Shift(s): Days
• Shift Length: 8 hours
• Location: In-Person
• Other: Driving Requirements

Purpose of this Position

The purpose of this position is to provide clerical support for specific clinical areas to serve patients and their families. The main objectives of this position are to meet and exceed patient expectations as it relates to complex scheduling processes and support to clinical areas; to act and communicate in a professional and positive manner to patients, providers and care team staff; and to provide team-oriented support to staff to assist in meeting overall HHS registration quality goals. This is a high patient volume, multi-tasking position, with afternoon, evening and weekend hours.

Responsibilities

• All duties as defined in Patient Service Coordinator Ambulatory I role
• Lead and support change and process improvement initiatives for the Front of House team
• Work with leadership to uphold standard process workflows and provide feedback as needed
• Assist with Clerical Pool In-basket messages – messages are completed appropriately based on the SLA (Service Line Agreement) and urgency of the message
• Provide scheduling support using knowledge of clinical specialties including:
  • More complex scheduling that often requires multiple appointments with different providers
• Provides scheduling support for urgent needs
• Assist with mentoring and onboarding of new staff, provide direction
• Assist with processing patient forms and provides clerical support for assigned Ambulatory departments or clinics
• Promotes the organization and assists in maintaining clinic efficiency
• Complete standard work observations and communicate findings to Clinical leadership
• Leads and functions as the Subject Matter Expert (SME) in assigned areas
• Assist with facilitation daily huddles
• Perform other duties as assigned

Minimum Qualifications

• High School Diploma or equivalent
• Minimum of 1 year of Front of House experience or experience in related field

Preferred Qualifications

• Certification from:
  • HFMA
  • NAHAM
  • HBI Patient Access Certification
• Solid understanding of medical terminology
• Solid understanding of payer/insurance plans

Knowledge, Skills, and Abilities

• Ability to work cohesively, effectively, and respectively with individuals from a variety of economic, social, and culturally diverse backgrounds
• Ability to work in a fast‑paced, continually changing environment
• Ability to respond appropriately to shifting priorities
• Ability to prioritize work assignments
• Bilingual fluency in English/Spanish, English/Somali, or other languages including ASL (not required)
• Consistently exceeds quality and productivity standards, including accuracy in patient registrations, scheduling and patient/guest customer service expectations
• Technical proficiency in basic computer skills and applications such as Microsoft Office and Outlook
• Float pool positions require the ability to travel between sites in an expeditious manner
• Demonstrates knowledge and understanding of organizational policies and procedures
• Ability to lead others in their daily work following standard processes
• Ability to assist with onboarding new employees providing them with the tools they need to be successful

Total Rewards Package

• We offer a competitive pay rate based on your skills, licensure/certifications, education, experience related to this position, and internal equity.
• We provide an extensive benefits program that includes Medical; Dental; Vision; Life, Short and Long‑term Term Disability Insurance; Retirement Funds; Paid Time Off; and Tuition reimbursement.
• For a complete list of our benefits, please visit our career site on why you should work for us.