Ambulatory Practice Coordinator

When we say “our community” we mean it.

UMMC Midtown Campus, one of two campuses of the University of Maryland Medical Center, has had a long history of working to keep our community healthy and has grown to become a trusted teaching hospital for medical and surgical care in Baltimore City.

Located in Baltimore’s cultural center near the historic Mount Vernon neighborhood, UMMC Midtown Campus is a 180-bed, community teaching hospital with a focus on helping people manage chronic diseases, including diabetes, hypertension, pulmonary conditions, and infectious diseases.

I. General Summary

Under general supervision, performs scheduling, pre-authorization and administrative activities for patients.  Ensures the accurate registration of patients, interviews patients to obtain necessary demographic and insurance information. Works closely with Business Supervisor and/ or Clinic Manager in oversight of front desk, call center, and referral coordinator staff.

II. Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people to this classification.  They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Assists in patient care coordination such as scheduling of appointments for practice visits and treatment in accordance with the physicians’ schedules while adhering to practice and UMMS policies and procedures.
2. Schedules outpatient tests and procedures as required.
3. Patient registration responsibilities such as entering and verification of patient demographics and insurance information. Obtaining appropriate referrals and authorizations as needed. Accurately documenting of such within the EMR system.
4. Creating, preparing, and coordination of outgoing referrals. 
5. Provides patients with Facility Fee Disclosure, estimate of charges, and education regarding each, where appropriate.
6. Preparing after visit summaries, informing patients of upcoming appointments, changes to schedules, co-payments required, and pertinent insurance information.
7. Provides patients, family members and referral sources with information pertaining to hospital policies and procedures, programs available, wayfinding, and parking.
8. Ability to multitask within a fast-paced environment while maintaining professionalism, flexibility, and an organized work environment. 
9. Assists with office supply tracking and ordering.
10. Utilizing multi-line phone system and software in call center with the ability to appropriately handle internal and external phone calls pertaining to patient care coordination such as scheduling and cancelling patient appointments, verifying demographic information, and entering written documentation efficiently within the EMR system.
11. Review and reconciliation of EMR work queues to determine the need for a new referral or authorization needs prior to patient arrival   
12. Serves as a mentor and preceptor for Ambulatory Practice Coordinators I and II.
13. Assists in the hiring of APC I and II, as well as call center and referral coordinator staff for clinic.
14. Collaborates with interdisciplinary leadership teams to provide recommendations as appropriate related to administrative workflows. Acts as a liaison between practice and CBO for any issues related to revenue cycle or patient work queues.  Any urgent issues shall be escalated appropriately.
15. Leads and participates in quality improvement initiatives, practice projects, and department meeting.
16. Assists Senior Ambulatory Coordinator II, Business Supervisors or practice leadership as needed
17. Supports clinic management with ordering clinical and clerical supplies, were applicable while being mindful of office budget.
18. Actively assists patients with MyPortfolio engagement and education
19. Create, maintain, and update provider clinical master templates in EMR. Makes recommendations to clinical management to update provider templates to improve patient access and template levelling.
20. Assists with denial reconciliation as requested.
21. Identifies IT related issues when staff have problems with PCs, printers, and label makers.  Assists with ticket submission when appropriate.
22. Requests service when needed for equipment.
23. Works with practice staff and leadership to resolve problems.
24. Assists practice leadership with performance management of staff.
25. EMR Super User.
26. Participates within councils and committees
27. Collaborates with multiple finance departments for price estimates related to patient care

III. Education and Experience

1. High School Diploma or equivalent (GED) is required.
2. Minimum of three years of general clerical and/or administrative experience required.
3. Two years of experience in a healthcare setting, preferably in a practice office.
4. Knowledge of health insurance plans including Medicare and Medical Assistance required.
5. Proficiency with computers is required.
6. Proficiency with registration and scheduling and call center software required.
7. One years of leadership experience preferred.

IV. Knowledge, Skills and Abilities

1. Demonstrated knowledge of various insurance coverage (i.e. Medicaid, HMOs) including UMMS insurance partners preferred.
2. Highly effective verbal, written and interpersonal skills to effectively communicate hospital policies and procedures to medical staff, colleagues, patients and/or visitors, complete admission and/or other documentation and respond promptly to instructions given. 
3. Ability to complete intake information and/or other documentation and respond promptly to instructions given.
4. Effective listening skills with the ability to listen and understand patient information and translate it to written documentation.   
5. PC literate, with ability to enter and/or retrieve demographic, financial, and/or patient information on an online registration system.
6. Ability to establish and maintain courteous and effective relationships that foster quality customer service, and demonstrate sensitivity and awareness of customer needs; when dealing with patients/visitors, co-workers and healthcare staff.   
7. Ability to use resourcefulness and problem-solving skills when handling telephone and in-person inquiries or when required to resolve patient scheduling issues. 
8. Ability to work independently and respond effectively under stress and pressure.
9. Ability to prioritize and manage numerous tasks in different stages of completion.
10. Ability to observe and apply relevant hospital and departmental policies and procedures. Complies with patient right to privacy in handling personal information in accordance with the Privacy Rule (under Title II of the Act) of the Health Insurance Portability and Accountability Act (HIPAA), ensuring the security and privacy of each patient’s health care information.
11. Ability to demonstrate knowledge and skills necessary to provide care appropriate to the patient population(s) served. Ability to demonstrate knowledge of the principles of growth and development over the life span and ability to assess data reflective of the patient's requirements relative to his or her population-specific and age specific needs.

V. Patient Safety

Ensures patient safety in the performance of job functions and through participation in hospital, department or unit patient safety initiatives.

1. Takes action to correct observed risks to patient safety.
2. Reports adverse events and near misses to appropriate management authority.
3. Identifies possible risks in processes, procedures, devices and communicates the same to those in charge.

All your information will be kept confidential according to EEO guidelines.