Patient Access Coordinator - Integrated Care Center

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

The Patient Access Coordinator will provide a high-level customer service to patients, fellow employees and referral sources through the coordination and administration of the “front office” activities. Typical responsibilities include various aspects of the clinic administrative operations (i.e. phone management, registration, appointment scheduling, pre-verification of benefits, insurance authorization, billing, processing payments, collections, billing research and responding to inquiries), while maintaining compliance with HIPAA requirements.   Ensure billing for services provided is accurate, timely and fully documented. Provide efficient cash collection through excellent reimbursement practices while ensuring compliance with relevant laws, regulations and established Hanger policies and compliance programs.

Integrated Care Center (ICC)

• The ICC is a new model involving committed collaboration among clinicians in a team approach including O&P professionals, the patient and other healthcare partners focused on an outcomes-based approach.
• The ICC is a large facility equipped with traditional patient care treatment rooms combined with a 10,000 square foot gym location equipped with workout equipment, parallel bars, weights, stairs, ramps, running track, harness system, varying terrain area, climbing wall and golf simulator.
• Designed and equipped with resources to treat patients with difficult presentations who have not been able to achieve their goals. 

• The ICC draws a community together and utilizes technology to assist connecting patients and clinicians. Improve patient engagement through social programs and unique clinical experiences. 

• At the Center, we will promote education and apprenticeship options to share knowledge and to develop the next generation of experts.  We will deliver onsite educational opportunities to Hospital and Referral Source Partners and provide regular patient education events. 

• We will engage in research to investigate new methods of providing care, create/trial new technologies, and lead the field by implementing new innovations.

Principal Duties and Responsibilities (Essential Functions):

Principal Duties and Responsibilities:

Depending on the operational requirements and size of the Hanger Clinic, this position may include some or all of the functions or roles listed below. 

Patient Check In:

• Responsible for all aspects of patient appointment scheduling (including ensuring proper coverage of patient appointments and out-of-office calls), telephone management, complete and accurate patient registration, pre-appointment insurance verification, creation of new patient charts and maintenance of patient records in accordance to Hanger compliance policies, scanning and filing patient documents, ensuring complete and accurate information for clean claims and managing incoming phone calls.
• Review clinician documentation to ensure that patient charts are complete.

Patient Check Out:

• Provides administrative support for all aspects of closing a patient visit including obtaining insurance authorization, providing financial counseling for patients, posting over the counter (OTC) payments, timely completion of all assigned tasks, mail forwarding tasks and daily document research on an electronic health/medical record system, coordinating with clinical staff in managing in progress services, scheduling return appointments, reviewing and managing incoming documents and tasking to appropriate parties to outstanding requests for information.
• Coordinate communications with payers, enhance reimbursement opportunities, achieve cash collections targets and reduce or maintain A/R as directed per Hanger goals.
• Compile and code A/P invoices, apply payments and adjustments to patient accounts, process deposits and maintain accurate records of cash received and report timely key statistics to market and corporate management for sales, revenue, cash and patient flow in accordance with Hanger policies and procedures.
• Comply with the system of internal controls to ensure proper handling of cash receipts, including billing system data entry and bank deposits.

Inventory:

Assist with inventory as directed by Management and/or Inventory Coordinator by reconciling items currently in use by clinicians to items in the inventory system, counting inventory and data entry of inventory counts.

Administration:

• Conduct patient follow-up and assist with Patient Evaluation Clinic programs as directed.
• Assist with quality assurance to ensure patient satisfaction with Clinic services as necessary.
• Report Clinic employee hours to Payroll Department.
• Receive, sort and distribute mail appropriately and in a timely manner.
• Perform other duties or special projects as assigned.

Experience and Education:

• • Requires 2 years office administrative experience, and a high school education or equivalent.
  • Associate degree preferred.
  • Experience in a medical office preferred.
  • Experience with EMR systems (NextGen and/or OnBase) preferred.

• Strong interpersonal, oral (including telephone) and written communication skills, including the ability to follow written and verbal directions. While performing this client facing position, working with a diverse population in multicultural settings, there will large amounts of communication (oral and written) including but not limited to clinicians, patients, physicians, physician’s office representatives, other staff members (field associates, managers, directors) and/or business representatives.
• Ability to work with physically challenged individuals.
• Resourceful and flexible team player who excels at building trusting relationships with patients, referral sources and colleagues.
• Working knowledge of state, federal, regional collection and reimbursement laws, HIPAA and other medical insurance regulations and terminology for private payer, state and federal plans including coding, billing and reimbursement protocols.
• Proficient computer skills including Windows based office technologies (ex. Word, Excel, PowerPoint), e-mail and automated billing systems.
• Ability to use all necessary office equipment, facsimile machines, calculator, postage machine, copiers, etc.
• Excellent organizational skills and the ability to manage multiple tasks (ex. multitasking) with a high degree of detail orientation while working in a fast paced environment.
• Proficiency with basic math and accounting skills.
• Ability to key 40 words per minute with accuracy preferred. 

Job Complexity:

Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.

Supervision Received and Exercised:

Normally follows established procedures on routine work, requires instructions only on new assignments.

Environmental Factors:

Work environment characteristics, and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee will regularly be required to sit, walk and stand; occasionally bend or twist; regularly talk and hear, both in person and by telephone; use hands to operate standard office equipment; reach with hands and arms (to include reaching overhead); and lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus. The employee must be capable of functioning effectively under moderate or high stress levels due to work subject to time constraints, responsibility to deliver, and the need for rapid adaptation within a dynamic work environment.  The employee will be responsible for maintaining a safe, clean and orderly work environment. The employee may be exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.

Some travel via automobile, airplane and other public transportation may be required.  The employee must have, or be eligible to obtain, a valid driver’s license and driving record within the standards outlined wtihin Hanger’s Motor Vehicle Safety Policy and Procedures. 

Critical features of this job are described under the headings above.  These features may be subject to change at any time due to reasonable accommodation or other reason.

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program
• Mentorship Programs- Mentor and Mentee
• Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO/CO/CP opportunities
• Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.

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