Surgical Care Coordinator

Surgical Care Coordinator

POSITION:   SurgicalCare Coordinator

JOB SUMMARY: Oversees surgical patient care and sales.

EDUCATIONAL REQUIREMENTS:

·      Associate degree required

·      Bachelor’s degree preferred

QUALIFICATIONS AND EXPERIENCE:

·      Three to five years of work experience, with increased responsibility, in a surgical practice, service, hospitality, or travel industry

·      Expertise with Microsoft Office

·      Experience with practice management systems and electronic health records

·      Experience with obtaining insurance authorizations, filing insurance claims, and explaining the revenue cycle to patients 

·      Shows enthusiasm, initiative, and willingness to adapt to change

·      Strong customer focus with a caring attitude and passion for helping others

·      Strong attention to detail and superior organizational skills

·      Ability to multitask under pressure and be highly responsive to patients and team members

·      Ability to maintain the highest degree of professionalism at all times

Responsibilities include, but are not limited to:

Surgery Counseling and Scheduling

·       Educates prospective patients about their aesthetic goals and discusses surgical and non-surgical options during phone inquiries as well as during office consultations

·       Ensures patients are prepared for consultation: have discussed timeline of surgery, pricing, financial policy, what to expect during consultation prior to the consultation.

·       Performs pre-authorizations and discusses insurance benefits with patients

·       Generates and provides surgical quotes, discusses financial policies, reviews surgical schedule and next steps with patients. Encourages qualified patients to book surgery.

·       Sends any inquiries to the surgeon that may warrant discussion to help figure out best way to schedule (photo review when necessary).

·       Assembles surgery charts

·       Maintains details on all new patients and calculates the practice’s conversion rate of consultations to surgeries each month 

·       Reviews “lost leads” with the surgeon to assess any opportunities to win patient.

·       Schedules surgeries – coordinates patient pre-operative paperwork, clearances/H&P, examinations, and lab work, and obtains written consent for procedures

·       Coordinates surgeries with referring and collaborating physicians/surgeons

·       Confirms patient pharmacies

. Collects scheduling deposits and surgery balance and posts payments

·       Follow up with all qualified prospects who have had consultations but did not yet book surgery per Lead Loop protocol.

Financial and Accounts Receivable 

• Serves as liaison with third party billing service and monitors accounts receivable activity
• Monitors and reports on patient credits

Front Desk (when needed due to front desk staff absences)

·       Opens and closes the office each day, according to protocol

·       Answers the telephone pleasantly, and by the third ring as often as possible

·       Schedules qualified leads for consultation/procedure appointments or sends to Surgical Care Coordinator if applicable

·       Provides ballpark surgery pricing for qualified leads

·       Schedules patient appointments and sends new patient paperwork/email

·       Keeps a “cancellation list” and calls patients if their appointment can be rescheduled to an earlier time

·       Asks all new patients how they heard about the surgeon; records this information in Symplast

·       Makes reminder phone calls 48 hours before designated patient appointments and/or uses automated technology

·       Prepares charts, superbills, and/or EHR for office appointments

·       Greets patients at the front desk and checks them in

·       Ensures all paperwork is complete before the patient is seen

·       Collects and posts payments for consultations, surgeries, and skin care products and services

·       Schedules follow up appointments, as needed

Clinical (when needed due to front desk staff absences)

·       Escorts patients from the waiting room to the exam room and prepares patients to be seen by the surgeon

·       Takes before-and-after photographs, according to protocol

·       Uploads and organizes photos as well as backing up photos

·       Takes photos when indicated for patient appointments

·       Cleans exam rooms, re-stocking with supplies as needed

·       Cleans and sterilizes instruments as needed

·       Sets up for in-office procedures

Other

·       Maintains physical office facility and equipment

·       Maintains proficiency with all computer software utilized in the practice

·       Maintains patient confidentiality by following the HIPAA Compliance Plan established by the practice; releases PHI in accordance with the practice's HIPAA Compliance Plan, attends regular HIPAA training, maintains data security by refusing to share computer and other passwords, and reports all identified and suspected HIPAA violations to the Privacy Officer

·       Attends educational courses as requested

·       Oversees and manages special tasks and projects

·       Performs all other tasks requested by the surgeon

This list is not exhaustive and may be changed at any time.

Access to PHI (Protected Health Information)

This position has the authority to access all PHI, and the nature of the job usually requires daily access to it. The nature of this position's access to PHI may require review of computerized schedules, computerized medical records, computerized and paper-based billing and reimbursement data, patient referral forms, lab results, tests, and encounter form data in order to analyze information, resolve a patient's unpaid claim or bill, or address another managerial or administrative issue.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Typical Physical Demands

Position requires prolonged sitting, some bending, stooping, and stretching.  Good eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment is also required. Employee must have normal range of hearing and eyesight to record, prepare, and communicate appropriate reports.

Typical Working Conditions

Normal office environment.  Occasional evening or weekend work.

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