Patient Care Coordinator I

About the role

The Patient Care Coordinator manages communication between patients, family members, attorneys, and care providers in all aspects of patient care. This position is a dedicated partner to clinical staff and ensures quality patient care by handling incoming calls, emails, and chats to provide the best service possible.

Responsibilities

• Handle calls from patients, attorneys, nurse case managers, adjusters, and other stakeholders.
• Provide accurate information and assistance, ensuring a high level of customer satisfaction.
• Assess caller concerns, determine the best course of action, and resolve or escalate issues promptly.
• Utilize problem-solving skills to address and mitigate escalated Tier 1 calls effectively.
• Schedule patient appointments, ensuring optimal use of clinic resources.
• Answer pre-visit questions and provide necessary information to patients.
• Partner with clinical staff to ensure best practices in handling medication and authorization calls.
• Facilitate communication between clinical and administrative teams.
• Ensure compliance with professional standards and regulatory requirements for insurance.
• Verify PPO/Medicare insurance patients and create charts as needed.
• Route calls to appropriate departments when necessary.
• Enter data and information accurately into the desired database location.
• Complete tasks assigned by Tier 3 within the specified deadlines.
• Use Zendesk to track and manage tasks provided by Tier 3.
• Answer incoming chats from patients and stakeholders, providing timely and accurate responses.
• Become familiar with California work rules and regulations.
• Maintain basic knowledge of commercial HMO/PPO insurance and personal injury cases.
• Act as a liaison between the UR Department, adjusters, attorneys, and the authorization department to secure treatment authorizations.
• Navigate Electronic Medical Records (EMR) systems to follow up on requests and resolve issues.
• Document calls and interactions accurately.
• Adhere to HIPAA and confidentiality laws regarding the protection of health information.
• Partner with Medical Assistants (MAs) and Scribes to promptly handle medication issues.
• Assume other responsibilities as appropriate to the position and organizational needs.

Qualifications

• High school diploma or GED.
• Customer service: 1 year (Preferred).
• Medical office: 2 years (Preferred).
• Bilingual in Spanish preferred (Preferred).

Pay

Compensation range: $21.00 to $22.00 hourly. All compensation ranges are posted based on internal equity, job requirements, experience, and geographical locations.

Benefits

• Generous Medical, Dental, Vision, and Prescription benefits (PPO & HMO).
• 401(K) Plan with Employer Matching.
• License & Tuition Reimbursements.
• Paid Time Off.
• Holiday Pay & Floating Holiday.
• Employee Perks and Discount Programs.
• Supportive environment to help you grow and succeed.