Description
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Job Title: Contact Lens Coordinator
Department: Ophth Clinical Support SEI
Location: Penn Presbyterian Medical Center- 51 N 39th St
Hours: Full Time
Summary:
The Contact Lens Coordinator will provide direct oversight of all aspects of contact lens ordering and related insurance requirements. The successful candidate will be an effective communicator with a problem-solving mindset who is organized, dependable and detail oriented. This position requires travel to our city and suburban locations and plays a key part in delivering exceptional service to our patients, supporting clinical staff, and ensuring smooth, timely operations within the Contact Lens Service.
Responsibilities:
Patients/Customers:
- Learns and understands patient/customer needs and expectations, then provides best possible solution(s).
- Anticipates probable patient/customer physical and emotional needs.
- Learns each individual patient/customer needs and does the best possible job of satisfying those needs.
- Facilitates and delivers patient/customer service seamlessly across system boundaries.
- Ensures patient/customer and family safety and security.
- Modifies interactions to accommodate the diverse needs of patient/customer and family.
- Monitors wait times and keeps patient/customer informed.
- Ensures patient/customer and family confidentiality and respect.
- Provides the best possible solutions, responsive to each patient/customer’s needs and concerns.
- Cares for patients in age groups from infants to geriatrics, with a majority of the patients in the 40+ age range.
Contact Lens Services: Program Functions
- Completes online contact lens prescription verifications.
- Manages the contact lens inbox in EPIC, triages messages, and initiates calls to the appropriate person in a timely manner.
- Completes documentation and verifies and inputs contact lens prescriptions.
- Processes contact lens orders and re-orders as needed.
- Schedules patients for their contact lens dispense, insertion and removal trainings, and follow-up appointments.
- Maintains excellent communication with patients regarding appointments, lens orders and delivery. Makes every attempt to meet patient’s expectations in all areas of their expertise.
- Monitors and tracks contact lens orders ensuring packages are accounted for.
- Manages all vendor invoices in a timely manner and submits them to Scheie accounting staff for payment.
- Responsible for the management of stock diagnostic inventory.
- Develops and maintains computerized referring provider database for contact lens service.
Contact Lens Services: Financial Management
- Provides in person financial counseling to patients on specialty contact lens days. Reviews potential costs and has patients sign the “patient agreement form”.
- Identifies and resolves payment issues at the time of service.
- Identifies the need for and obtains the appropriate referrals or pre-authorization for appointments and products.
- Maintains basic knowledge of all managed care plans with which UPHS participates.
- Reminds patients to bring insurance cards, co-payment and any other forms/information to their appointment.
- Assesses insurance coverage and notifies self-pay patients of responsibility for payment at time of service and understands who to transition to for financial counseling.
- Reviews documentation, vision forms and encounter forms for accuracy and completeness and identifies errors for provider correction.
- Manages errors and edits reports for contact lens service (e.g. Missing Charge Report and Edit Reports).
- Collects payment for services and secures payment in cash drawer.
- Processes credit card transactions at the close of business.
- If the patient presents to check-in without a referral, takes the necessary action to obtain the referral; interacts effectively with patients to explain their rights and responsibilities.
- Resolves simple patient billing problems.
Provides back-up support to our Financial Service Representative including the following tasks:
- Performs insurance verification according to UPHS guidelines.
- Responsible for resolving complex billing questions for patients and insurance carriers.
- Performs pre-authorizations and pre-certifications.
- Acts as a resource for the rest of the department.
Contact Lens Services: Patient Management
- Determines and documents special patient needs in the comment field as appropriate.
- Informs the patient to bring any records pertinent to the reason for the visit.
- Assists patients by directing them to the appropriate location for service.
- Assesses status and informs the patient/family of appointment delays/changes.
- Explains check-in and checkout procedures to patients.
- Ensures accuracy of appointment status e.g. pending, no show.
- Monitors and responds to patient messages.
- Schedules contact lens appointments.
- Reports any problems to the immediate manager.
- Notifies the clinical staff that the patient is ready for his/her appointment.
- Assumes responsibility for the patient while in the waiting room.
- At checkout reviews the encounter form for completeness.
- Utilizes process to triage issues, which can be solved by themselves and that need to be triaged to a contact lens provider, ophthalmology technician, optometrist or ophthalmologist either immediately or within a specific period of time.
Collaborator
- Collaborate with physicians, administration and other staff to achieve desired patient outcomes, solve problemsand improve processes.
- Proactively enlists and provides support to continuously improve quality patient care and customer satisfaction. Works with other supervisors and staff to assign resources across practice as needed.
Equipment Management
- Responsible for the assessment of all equipment and maintenance of clinical equipment to maintain working order for patient care.
- Works directly with Clinical Engineering for preventative maintenance and repair of equipment.
- Maintains supply stock levels for all rooms as needed for daily operations.
- Prepares all supply orders for manager signature.
Phone Management
- Answers phone and takes messages according to UPHS standards.
- Solves issues as appropriate for job performance.
- Maintains predetermined departmental standards of phone activity and measurements.
- Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
- Other duties as assigned to support the unit, department, entity, and health system organization
Credentials:
Education or Equivalent Experience:
- High School Diploma (Required)
- Certified Ophthalmic Assistant (COA) (Preferred)
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.
Live Your Life's Work
We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
