Location: HOMES
Primary Purpose
Accountable for providing patient centered care and operational support to the medical team to ensure an optimal patient experience. Coordinates activities in the clinical areas and facilities a smooth patient flow. Assists with patient data collection, performs select screenings and completes medical office functions relevant to area/assignment.
MINIMUM SPECIFICATIONS
Education
Experience
- Must have three years of customer service experience, preferably in a medical/healthcare/health insurance setting.
- Patient registration experience preferred.
- Prefer completion of course work towards an accredited medical terminology.
- Medical Office Assistance experience or training a plus.
Equivalent Education and/or Experience
- Completion of a Parkland Workforce Development Training Program may substitute for the required education and experience.
Certification/Registration/Licensure
Required Tests for Placement
Skills or Special Abilities
- Must be able to work collaboratively with colleagues to deliver patient/customer services that exceeds patient expectations as evidenced by patient satisfaction scores.
- Must be able to demonstrate competency required as applicable to specialty area.
- Must have demonstrated communication skills to include above average verbal skills (heavy public contact) and written skills. Bilingual skills preferred.
- Must have familiarity with diagnostic ICD-9 CM coding and HCPCS-CPT4 procedure codes.
- Must have working knowledge of medical terminology.
- Must be able to demonstrate basic clerical skills and working knowledge of standard office equipment.
- Must be detail oriented and have sharp analytical skills to resolve registration issues as related to multiple groups including third-party payors, physicians, patients and the system.
- Must be able to solve problems within the guidelines of established policies and procedures.
- Must be able to adjust to multiple demands, shifting priorities and rapid change.
Virtual Care Only:
- Must be able to work collaboratively and optimally with patients with serious health conditions and barriers to care.
- Must be able to recognize and escalate clinical decision making to appropriate team members of the multidisciplinary team.
- Must demonstrate strength in documenting within an electronic health record with ability to effectively problem-solve when faced with decision-making challenges and escalate as appropriate.
- Confident with technology, specifically electronic medical record, video encounters and computer applications.
Responsibilities
- Proficiently performs patient service activities in coordination with clinical team, including but not limited to:
- Ensures patient and family comfort, safety, privacy and confidentiality at all times.
- Adapts work methods to specifically accommodate the population-specific care needs (physical, psychosocial, cultural, age/developmental) of each patient.
- Greets patients and families making them feel welcome and wanted.
- Assists patients and families with directions, inquiries and information as requested. Ensures needs are addressed satisfactorily.
- Keeps patients and families informed of wait times and any other circumstances that may impact the visit.
- Stays cognizant of clinical/area needs to facilitate patient care and flow.
- Assess patient experience at the end of each visit to determine if patient needs were met.
- Virtual Care Only:
- Proactively outreaches patient utilizing motivational interviewing, demonstrating effective and caring communication to develop patient trust and establish and maintain relationships to gather information, encourage patient self-interest in healthcare, and follow up on patient established goals.
- Assists patients and families with health system navigation, making appointments, patient advocacy, determination of community resources to reduce barriers to care, and support set-up and initiation of electronic communication modes (email, MyChart, etc.).
- Coordinates clinic/area activities and facilitates business processes according to standards.
- Performs pre-visit activities to gather patient information from internal and external service or entities to ensure information is available to the clinic team for the visit.
- Checks the patient into the clinic. Correctly identifies patient prior to performing tasks. Reviews and updates patient account to ensure registration and coverage is current and complete.
- Confirms or verifies coverage as needed. Identifies and refers patients for financial counseling as appropriate.
- Performs upfront cash collections; receives, verifies and posts money transactions following Parkland cash management policies and procedures. All monies must be accounted for through the patient accounting system and/or point of sale system. Verifies and completes daily reconciliations that ensure cash transactions are handled accurately and deposits made daily.
- Assists with the process of internal and external appointments, referrals and information retrieval. Schedules appointments in accordance with clinical team directive and patient desires/availability.
- Performs charge capture and charge reconciliation to ensure encounters are complete and closed in a timely manner.
Virtual Care Only:
- Collaborates with multidisciplinary team to improve patient access to care and reduce avoidable organization utilization.
- Documents (paper or electronic) completely, accurately, legibly and timely.
- Ensures applicable documentation is obtained for registration and patient visit. Provides explanation for all requested forms to ensure patient understanding.
- Performs data entry/documentation of patient care intake information.
Virtual Care Only:
- Performs data entry/documentation of patient encounter.
- Assists with maintenance of clinic supplies and equipment.
- Assists with stocking and inventory of supplies, as appropriate.
- Keeps appropriate persons informed of status of supplies and equipment.
- Completes requisition documentation for supplies, equipment and services, as applicable.
- Practices patient safety measures and in association with site leadership:
- Complies with proper hand hygiene (hand washing/hand sanitizer gel/foam use).
- Applies or practices proper infection control methods.
- Identifies, corrects and/or reports safety hazards at the time of discovery.
- Identifies and/or facilitates maintenance problems with equipment, initiates requests for work order, and removes from patient care area, as appropriate.
- Informs Environmental Services when additional cleaning activities are needed.
Virtual Care Only:
- Elevates critical incidents and information regarding any quality-of-care concerns to multidisciplinary team.
- Participates in performance improvement and quality initiatives.
- Participates in the unit performance improvement initiatives.
- Meets expected performance quality measures as outlined for area(s) or responsibility.
- Based on operational need, may be required to perform role in an alternate Parkland location.
Requisition ID: 988049
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Parkland Health and Hospital System (PHHS)
Jul 28, 2026