Medical Services Coordinator

Job Summary

The Medical Services Coordinator serves as a point of contact to coordinate medical care, providing support to patients and psychiatric clinicians, ensuring quality customer service to in-person and remote patients and clinicians.

Benefits

• Medical, dental, vision, AD&D, short and long-term disability, and life insurance
• 401k retirement savings with employer match
• Paid parental leave, paid time off, holiday pay
• Employee Assistance Program

Duties/Responsibilities

• Create a positive work environment; support in-office clinician and staff engagement activities
• Provide strong customer service, respond quickly and appropriately to patient needs, manage potentially difficult or emotional situations
• Communicate with peers, clinicians, and patients in ways that support patient care and clinician satisfaction
• Aid psychiatric clinicians with necessary aspects of patient care, including prior authorizations, lab orders, letters for patients, records requests, coordination of needed patient forms/paperwork (i.e. FLMA)
• Facilitate communication as needed between the patient, medical staff and the patient’s pharmacy
• Manage phone systems: Answer incoming calls to medical services line and provide patient support with medication related questions, refill requests, release requests, appointment reschedules, miscellaneous inquires, etc.
• Ensure accuracy of patient pharmacy information in the medical record
• Scan all hard copy correspondence into patient’s EHR record
• Assist patients with telehealth access, Patient Portal issues, and other troubleshooting as needed
• Immediately handle any urgent requests; triage patient issues and resolution, i.e., direct to correct departments or escalate for assistance
• Aid psychiatric clinicians in termination process for patients as needed (i.e. termination letter, external referral, AMD status, etc.)

Required Skills/Abilities

• Ability to multitask and prioritize duties to support delivery of high-quality patient experience
• Ability to work independently and as a team member
• Strong communication skills, both written and verbal
• Proficient in using Computer Software Applications (Microsoft Office & EMRs)
• Comfortable handling sensitive and confidential Information (HIPAA)

Education And Experience

• High School or equivalent required
• Associates/bachelor’s degree preferred
• 1+ years of experience in healthcare operations, customer service, or similar role or setting preferred

Professionalism And Decision-making Responsibilities

• Behave Ethically: Understand ethical behavior and business practices and ensure own behavior and the behavior of others are consistent with these standards and align with the values of the company
• Build Relationships: Establish and maintain positive working relationships with others internally and externally to achieve the organization's goals
• Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness
• Growth Mindset: Actively look for ways to improve processes/performance. Assess problem situations to identify causes, gather and process relevant information, generate workable solutions, and make recommendations and/or resolve the problem
• Flexibility and Adaptability: Willingness to be flexible in responsibilities and easily adapt to the company's needs
• Organization & Attention to Detail: Set priorities, develop a work schedule, and monitor progress towards goals, and track details, data, information. Understand the need for accurate information in data entry and communication with patients/clients and staff
• Conflict Resolution: Work cooperatively and effectively with others to resolve problems and express disagreements in a way that does not attack/disparage others or impact patient care

Physical Requirements

• Sit, stand, bend, talk and hear
• Frequently walk
• Occasionally lift and/or move objects up to 25 pounds