Patient Experience Coordinator – Spring Lake

WHAT SETS OAM + i'move APART

On the Rehab team at OAM + i'move, we stand out due to the distinctive combination of administrative responsibilities and direct patient engagement. This role offers a unique opportunity to collaborate closely with skilled Physical Therapists and Occupational Therapists. Importantly, this position plays a pivotal role in shaping the overall patient experience. A positive and welcoming demeanor can significantly influence how patients perceive the quality of care they receive.

OAM is committed to our employees' well-being, work-life balance, and career growth. We offer competitive pay, great PTO, a complete benefits package with several coverages at no cost to the employee, and a schedule with weekends usually on a voluntary basis and many paid holidays off. Joining our team means working alongside fellowship-trained orthopaedic physicians who are leaders in their field. After a year of employment full-time and other qualifying employees join our 401k plan to which OAM makes a 3% safe harbor and discretionary profit-sharing contribution. Our benefits offerings include: 4 Priority Health medical plans with HSA and FSA options, Delta Dental, and Delta Vision. Also offered at no cost to you: Short-Term and Long-Term Disability and Life Insurance.

ABOUT THE POSITION

Orthopaedic Associates of Muskegon (OAM) is seeking a Full Time Patient Experience Coordinator to join our Rehabilitation team. This role is responsible for performing the multiple duties associated with check-in, check-out, phone operator, authorizations, insurance verification processes and helping patients before and after treatment. This role will assist with the completion of clerical work, keeping the treatment facility clean and organized. Must have the ability to multi-task and prioritize tasks appropriately. Must be detail oriented managing and maintaining provider schedules. Must provide high level customer service and promote a high standard of quality with a focus on patient service.

ABOUT OAM

OAM is committed to providing quality health care to all patients compassionately, appropriately, responsibly, and efficiently with uncompromising integrity at every level. We operate under the premise of the Golden Rule - Treat all patients with the same dignity, respect, courtesy, and concern that you would desire for yourself and your family. Everyone at OAM is committed to achieving service excellence through our standards of behavior: teamwork and respect; attitude and courtesy; customer service; communication with mindfulness for email, telephone, office etiquette; appearance and environment; professionalism; confidentiality and privacy; and safety.

We seek to reflect the diverse community we serve and be a welcoming, inclusive space for all. Applicants from diverse experiences, backgrounds, and identities are encouraged to apply.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Greet patients and answer phones in a friendly and courteous manner
• Enter referrals following intake procedures
• Schedule client appointments
• Learn and effectively follow various health insurance requirements when scheduling
• Take patient payments and document appropriately
• Review schedule multiple times daily to fill cancellations and manage the waiting list
• Coordinate all aspects of schedule, specifically reviewing daily to discover/prevent errors
• Enter Plan of Care approvals following procedures
• Manage scheduling email, checking routinely throughout the day
• Maintain effective communication with the entire office team 
• Coordinate with coworkers to scan and attach items to patient files
• Call for MRI/X-ray results as requested by clinicians
• Work with coworkers to make weekly follow-up calls to referrals not yet scheduled
• Assist in keeping the clinic clean and organized
• Manage linen supply including cleaning and folding

EXPERIENCE, EDUCATION & REQUIREMENTS

• Must have excellent communication skills with the ability to effectively communicate with diverse populations.
• Must demonstrate excellent customer service skills by putting patients first. 
• Must have excellent organizational skills, the ability to prioritize and manage multiple tasks and demands in a timely manner.
• Must demonstrate the ability to make decisions and assess and resolve problems effectively.
• Must be able to work in a team environment yet also operate independently.
• Must have sensitivity and tact in addressing complex situations and upset patients. 
• Must be computer literate and highly proficient.
• Must be detail oriented and able to work with a high degree of accuracy.
• High school diploma or equivalent.
• Basic understanding of medical terminology and procedures.
• Experience in a medical setting preferred.