POSITION SUMMARY

The Member Service Coordinator (MSC) works as a part of a multi-disciplinary team of individuals who provide high quality patient care. The MSC must be able to accept and adhere to guidance and direction from multiple levels of management. The MSC will work with patients to identify appropriate funding sources that may cover the cost of treatments and determine fees and co-payments as appropriate. This position requires knowledge of clinical terminology and treatments and is responsible for assisting patients with accessing services within NAHC’s Dental Departments.

DUTIES AND RESPONSIBILITIES Greet all patients in a courteous and professional manner to create and maintain a welcoming atmosphere. Schedule patient appointments appropriately, answer and return telephone calls in a timely manner, and inform patients of processes and procedures. Manage the voicemail system, which includes: creating and updating greetings as appropriate; checking messages often and ensuring messages are routed appropriately as well as activating the voice message system at appropriate times. Make patient appointment reminder calls the day prior to confirm appointment and notify patients of any outstanding balances on their accounts. Answer patient inquiries about financial responsibility, insurance and benefits, account status, and treatment planning. Receive and deliver messages to providers, ensure all stakeholders are aware of schedule changes, distribute patient appointment schedules daily, prepare charts/documents, and inform the provider of outstanding payments that pertain to services requiring payment (i.e. Dental Labs). Collect updated patient registration information once per year at minimum, or as information changes. Inform patients of Notice of Privacy Practices and obtain the patients signed acknowledgement statement. Screen patients’ eligibility for possible care coverage (e.g., county or state programs; sliding scale.) Inform patients of program limitations and ensure patient understands the information being conveyed. Follow NAHC procedures when collecting payments from patients and issue a receipt every time. Inform appropriate staff of payment status. Confirm patient insurance eligibility on all scheduled appointments at least two days prior to scheduled appointments. Notify patients in a timely manner of changes to insurance benefits. Coordinate Private Insurance benefits with the patient and the provider by verifying coverage/benefits, limitations, waiting periods, pre-authorizations, and financial responsibility. Check-in patients for their scheduled appointments in a timely manner and complete all flows for the patient appointment such as payer code selection and printing encounter labels. Create and review patient account alerts and flags for account status, identifying programs, service locations, treatment related notations, patient transfer of care status, etc. Document patient contact by telephone, in person, by mail as appropriate in electronic health record. Log and reply in a timely manner to health record requests for chart notes, radiograph copies, lab results and ensure they are compliant with HIPAA policies and procedures. Respond in a timely manner to Billing Department inquires; answer necessary treatment-related Billing questions and correct and return MIRs (Missing Information Registration) in a timely manner as well as assist in the process of correcting MID (Missing information Dental) encounters. Assist in the quality assurance and timely submission of encounter forms as requested. Assist with language translation as needed for healthcare services. Actively participate in internal quality improvement teams to drive initiatives in accordance with the mission and strategic goals of the organization. MSC’s are assigned appropriate duties as they relate to specific sites, programs, and departments. These duties may include data entry, maintaining logs, generating reports, invoicing for payments and grants, ordering supplies, scheduling pick-ups and deliveries, maintaining active/inactive charts, sorting mail, attend meetings, assisting in audits, and supporting satellite clinics. Patient Care: Demonstrate understanding and apply working knowledge of safety policies and ensuring safe patient practices. Employee Safety: Safely performs all duties; follows required protective protocols to ensure personal safety as well the safety of others. Must maintain compliance with ergonomic safety standards; be mindful of posture and regularly practice ergonomic stretches. Actively participate in internal quality improvement teams and work with members proactively to drive quality improvement initiatives in accordance with the mission and strategic goals of the organization, federal and state laws and regulations, and accreditation standards, when assigned. Work well under pressure, meet multiple and often competing deadlines. At all times demonstrate cooperative behavior with supervisors, subordinates, colleagues, clients and the community. Other duties as assigned by Supervisor.