Access Coordinator

Greater Baltimore Medical Center (GBMC)
United States, Maryland, Hunt Valley
Dec 24, 2024
The major purpose of the Access Coordinator is to receive inbound calls from the community to Gilchrist, demonstrate a caring presence, understand their needs, and connect them to the most appropriate services within the Gilchrist continuum of care and/or within the community. The Access Coordinator is responsible for managing the referrals and intake for all Gilchrist service lines , while delivering high-quality, professional, compassionate services in accordance with the mission, core values and vision of the organization. This coordinator is accountable for establishing and maintaining relationships with patients, families, and referral partner responding to all customer requests and concerns; while possessing strong organizational skills, with emphasis on accurate and thorough documentation with high attention to detail for accuracy. The Access Coordinator works cohesively with organizational disciplines, across all service lines to facilitate admissions to all levels of care. The Access Coordinator schedules all new referrals for patients and assists with dispatching staff as needed. The Access Coordinator also works independently on the weekends and evenings, to ensure that Medicare insurance benefits are accurately verified, documenting all verbal communications accurately in the Epic EMR. Access Coordinators utilize Windows, Excel, and Word Interfaces, as well as Epic software including proficient use and management of work queues. The Access Coordinator must possess strong verbal communication skills and having the ability to facilitate the signing of Admission paperwork with patients/families as needed. The Access Coordinators must be able navigate Wellsky/Careporturaspan, Allscripts, ePortfolio, Care Everywhere, and CRISP interfaces. Access Coordinators are also responsible for verifying the PECOS enrollment status for physicians. Education High School or equivalent/associate or bachelor's degree preferred Experience One-year healthcare experience required. Previous experience in a customer support role, EMR experience required, LTC experience a plus, Proficient in relevant computer applications. Knowledge, Skills and Abilities Strong phone skills to include excellent verbal and active listening Build good rapport with customers Ability to multi-task, set priorities, and manage time effectively Excellent customer service skills which include questioning, probing, listening, establishing rapport, matching, and closing Demonstrate empathy, a genuine concern, and passion for helping customers Strong assessment skills to identify the customer's needs, clarify information, research issues and provide resources and information that best meet assessed needs Typing skills include 50-60 wpm Physical Requirements Sufficient dexterity to utilize electronic record keeping systems, computers/keyboards, and or laptops and other related equipment. Ability to listen and assess needs over the phone Speech to verbally communicate and impart information to caller and to interact with internal and external health care teams. Working Conditions Normal office environment Conditions of Employment Must possess a valid driver's license Patient & Workplace Safety: Employee has knowledge and understanding of patient and workforce safety as it relates to job duties. Patient Population: Demonstrates competency in the delivery of care and applies the knowledge to meet age-specific needs if applicable. Principal Duties and Responsibilities Knowledgeable of the continuum of services within Gilchrist and the community and able to match needs with services. Ensure customers queries are answered with the aim of a first-time resolution. Ensure that queries and follow up actions are responded to within agreed response times. Schedule visits for all inquiry and referral callers Follow policies and procedures for admissions management Schedule admission visits within required timeframe Maintain accurate pending referral list and communication Document all call information according to standard operating procedures. Dispatch visits to Access field staff, Hospital Liaison, and other service line providers , Dispatch information and coordinate visit schedules for visiting pre-admission staff Facilitate processing of admission documents from referral call through transfer to appropriate care team Communicate prospective patient updates to appropriate referral sources timely and accurately Communicate with referral sources, DME, pharmacy and other vendors to process all certifications, orders, and required admission information Initiate LOAs for non-contracted facilities Coordinates patient services needs such as scheduling ambulance Coordinates Respite communications for all care teams Communication and coordination of IPU admissions and transfers Monitoring and processing requests sent to the Gilchrist Care Navigation email address Conducts exceptional follow through for and with customers. Demonstrates impeccable customer service and achieves targets for metrics. Be able to identify and share trends in customer queries. Handles complaints and concerns in a professional manner Enter prospective and admitted patient demographic information and status updates in the Epic database Obtain information and accurately complete all documentation, forms and logs for referral calls and admissions processing. All data entered in to the Epic system Epic work queue use and management Help resolve referral and admissions management issues and complaints through direct communication with referral sources and Access admissions team. Verify Medicare benefits insurance and authorize care on weekends and after-hours. Communicates with Gilchrist Eligibility Team patient accounting for updates Verifies physician licensure and obtains physician consents for care Elevates appropriate concerns to Access Manager. Ensures compliance with all state, federal and CHAP requirements All roles must demonstrate GBMC Values: Respect I will treat everyone with courtesy. I will foster a healing environment. Treats others with fairness, kindness, and respect for personal dignity and privacy. Listens and responds appropriately to others' needs, feelings, and capabilities. Excellence I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others. Meets and/or exceeds customer expectations. Actively pursues learning and self-development. Pays attention to detail; follows through. Accountability I will be professional in the way I act, look and speak. I will take ownership to solve problems. Sets a positive, professional example for others. Takes ownership of problems and does what is needed to solve them. Appropriately plans and utilizes required resources for various job duties. Reports to work regularly and on time. Teamwork I will be engaged and collaborative. I will keep people informed. Works cooperatively and collaboratively with others for the success of the team. Addresses and resolves conflict in a positive way. Seeks out the ideas of others to reach the best solutions. Acknowledges and celebrates the contribution of others. Ethical Behavior I will always act with honesty and integrity. I will protect the patient. Demonstrates honesty, integrity and good judgment. Respects the cultural, psychosocial, and spiritual needs of patients/families/coworkers. Results I will set goals and measure outcomes that support organizational goals. I will give and accept help to achieve goals. Embraces change and improvement in the work environment. Continuously seeks to improve the quality of products/services. Displays flexibility in dealing with new situations or obstacles. Achieves results on time by focusing on priorities and manages time efficiently. Pay Range $20.75 - $35.12 Final salary offer will be based on the candidate's qualifications, education, experience and alignment with our organizational needs. COVID-19 Vaccination All applicants must be fully vaccinated against Covid-19 or obtain a GBMC approved medical or religious exemption prior to starting employment at GBMC Healthcare, to include Gilchrist and GBMC Health Partners. Equal Employment Opportunity GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.