Coordinator for Front Desk Operations (Health and Wellness Center)
St. John Fisher College
June 26, 2018
Rochester, New York
The Coordinator is one of the first points of contact for the Health and Wellness Center and ensures daily operations of the front desk run efficiently with particular attention and responsibility for student appointments and provider schedules. During the summer (May-August) the role of this position is focused on clerical operations to prepare for incoming students.
The Coordinator is an independent worker who maintains a professional, friendly manner in situations that may be demanding or challenging. This person works with frequent interruptions while maintaining attention to detail and ensuring students move through the intake process efficiently.
The Coordinator is discrete, tactful, empathetic, and supportive but firm with students and providers when addressing their needs. The Coordinator responds calmly and appropriately to medical and mental health emergency situations.
The Coordinator is a collaborative partner of the Health and Wellness Center team and supports the Health and Wellness Center's Mission to create a confidential atmosphere that is warm, caring and non-judgmental.
Job Responsibilities Include:
Customer Service -Attend to each person visiting the Health and Wellness Center in a friendly, courteous and efficient manner -Monitor the waiting room to ensure students have been greeted and checked in -Reassure students by anticipating anxieties and answering questions; note students displaying signs of obvious distress and notify a provider immediately to evaluate a distressed student -Ensure students who need immediate care receive an appointment with minimal delay -Assist students and their families with questions related to immunization compliance, insurance and/or related matters -Refer questions concerning health or mental health issues to the appropriate provider -Process record requests for current students and alumni -Verify student identity and have them sign for their medication when picking up delivered prescriptions -Monitor the waiting room to ensure students have been served -Assist students and their families with immunization, insurance and/or other questions. -Refer questions concerning health issues to the appropriate provider
Student Appointment Management -Schedule appointments, review student self-scheduled appointments, and assign walk-in students as schedule allows -Identify, support, and direct walk-in crisis appointments per the established mental health protocols -Notify providers of no shows and cancellations -Student information verification and insurance processing -Follow up with students on rejected insurance claims, forwarding next level claim issues to Director -Serve as the first point of contact for students and families about insurance concerns
General Office -Answer the telephone, transfer calls, or take and distribute accurate messages to the appropriate person in a timely manner -Monitor, reply to and/or forward email messages in the department email account -Send and retrieve fax communications -Sort and distribute incoming mail and packages including medication and medical supplies -Ensure the front office area and waiting room are well maintained, neat, and organized -Stock student supply area daily, more frequently if needed -Accept and secure prescription deliveries -Participate in College functions such as Great Beginnings, Open Houses, etc. as directed -Serve as the back up to the Coordinator for Administrative Operations -Complete other duties as assigned by supervisor
Center Schedule Management -Schedule provider appointments and assign walk-in appointments according to appointment protocol -Create and adjust provider schedules to maximize student contact hours -Schedule room and office usage as necessary -Coordinate all staff members' lunch schedules in order to maximize student contact hours while balancing staff needs -Review the providers' schedules daily for available appointments, conflicts and accuracy, taking appropriate action to rectify any noted problems -Distribute and collect bi-weekly time sheets, verify for accuracy and submit to the Director
Education / Experience:
Required: Associate's Degree. Experience with EHR, HIPAA regulations, insurance processing and billing as well as at least 2 years of medical office experience.
Preferred: Bachelor's degree and/or AHIMA Registered Health Information Administrator Certification and/or AHIMA Registered Health Information Technician Certification. Familiarity with NYS Immunization Laws. Familiarity with ICD-10 coding.
Competencies / Skills:
The Coordinator optimizes satisfaction by providing accurate, efficient customer service to students, families, and visitors. The Coordinator supports the Health and Wellness Center team by correctly maintaining confidential records and information, demonstrating sound judgment and strong communication skills, and possessing a high degree of professionalism. The Coordinator is highly proficient and accurate in their use of technology and independently manages multiple priorities.
The Coordinator is especially skilled in maximizing appointment opportunities through student appointment scheduling and managing provider schedules. It is expected that the Coordinator also has familiarity with insurance and billing processes.
Supervision of Employees:
Primarily a day position with occasional evening or weekend hours. 12 month position, 35 hours per week
It is the policy of St. John Fisher College to provide Equal Employment Opportunity to all employees and applicants for employment in accordance with the applicable federal, state, and local laws governing non-discrimination in employment in each locality in which the College has employees.
The College does not discriminate against applicants or employees in hiring, promotion, termination or the terms and conditions of employment on the basis of race, color, religion, gender, sexual orientation, national origin, citizenship, age, disability, marital status, military status, veteran status, predisposing genetic, characteristics or genetic information, arrest or conviction record, status as a victim of domestic violence, or any other characteristic protected by law.
Internal Number: 1347
About St. John Fisher College
St. John Fisher College is an independent, liberal arts institution in the Catholic tradition of American higher education. The College emphasizes liberal learning for students in traditional academic disciplines, as well as for those in more directly career-oriented fields. We are committed to enriching the work, teaching and life experiences for all faculty and staff, in support of the College’s mission. Human Resources is dedicated to providing high quality service with a true sense of personal value for all faculty, staff and their families and consistently meeting or exceeding expectations in all human capital disciplines. Mission: St. John Fisher College is a collaborative community dedicated to teaching, learning, and scholarship in a student-centered educational environment. The College is guided by its liberal arts tradition and its Catholic heritage, as expressed in the motto of its founders, the Basilian Fathers: “teach me goodness, discipline, and knowledge.” Fisher engages individuals in lives of intellectual inquiry, professional integrity, and civic responsibility, where diversity and service to others are valued and practiced.