Patient Care Coordinator-Glaucoma

About the role

Ophthalmic Consultants of Boston (OCB) is seeking a Patient Care Coordinator to join our Glaucoma team. This position upholds OCB values of outstanding patient care, Unity, Ethics & Integrity, Fairness, Operational Excellence, and Fiscal Responsibility, servicing the Glaucoma and Comprehensive line.

Responsibilities

• Perform daily administrative tasks to support practice and provider needs, handling varied tasks that may change day-to-day.
• Patient/MD/OD Communication:
  • Provide excellent customer service and relay medical questions from patients to providers or resources via Epic.
  • Document patient communication in the medical record.
  • Problem-solve patient concerns or issues and escalate to Practice Manager/Supervisor when appropriate.
  • Respond to Patient Gateway messages and process in-baskets in Epic.
  • Enter orders into Epic.
• Phones/Scheduling:
  • Answer a high volume of patient calls, triage, and schedule clinic appointments for providers and testing.
  • Manage calls from the main OCB line and specialty service line-specific direct lines.
  • Review templates and assign appropriate appointment slots (new, established, consult, post-op, urgent, etc.).
  • Maintain communication with Practice Manager/Supervisor regarding template concerns.
  • Monitor schedules, report problems, and maintain high scheduling accuracy.
  • Make outgoing rescheduling calls and manage the waitlist.
  • Work on recall reports and follow up as needed.
  • Document no-show appointments and handle patient follow-up.
  • Schedule MRI, CT, labs, and pathology.
• General Practice Administrative Tasks:
  • Receive and handle incoming faxes.
  • Follow up on and document pathology results after provider review.
  • Import paperwork as needed.
  • Process incoming patient referrals.
  • Handle mail and prescription refills, including prior authorizations (PAs).

Requirements

• At least one year of customer service and healthcare experience (three years for Patient Care Coordinator III).
• Bachelor’s degree preferred.
• Experience using electronic medical records, specifically Epic, preferred.
• Experience answering a high volume of patient calls.
• Strong verbal and written communication skills, with attention to detail.
• Proficiency in Microsoft Outlook, SharePoint, and Teams.
• Advanced multitasking and prioritization skills based on business needs.
• Ability to work with difficult people in challenging, sometimes stressful, situations.

Physical Demands

• Prolonged sitting, frequent standing, and ability to traverse the office.
• Some bending, stooping, and stretching; occasional lifting up to forty pounds.
• Manual dexterity to operate office equipment (keyboard, copy machine, telephone, etc.).
• Normal range of hearing and eyesight to communicate verbally and prepare reports.
• Ability to work under stressful conditions, occasional irregular hours, and handle upset/irrational patients or family members.

Benefits

• Health & Dental Insurance (starts on the first day of employment).
• Paid time off and paid holidays.
• Health & Dependent Reimbursement Accounts.
• 401(k) Plan with company contribution.
• Company-paid Life and Long-Term Disability (LTD) Insurance.
• Employee discounts.

Schedule

Full-time, Monday through Friday. This position allows for 2-3 days remote if desired.