Patient Care Coordinator - Lead

Department: Enabling Function • Location: Fair Lawn • Compensation: $75,000 - $85,000 / year

About the role

Alliance Orthopedics is seeking a Patient Care Coordinator Lead to act as a liaison between providers and patients. This role involves monitoring treatment plans, connecting patients with healthcare providers, evaluating progress, and managing a team of coordinators. The ideal candidate must be knowledgeable about healthcare practices and capable of delegating scheduling tasks effectively.

Responsibilities

• Anticipate the needs of core staff and providers for all new and reactivated patients returning for care.
• Promote company marketing initiatives, including scratch-off programs, community outreach events, charities, and morale-boosting activities.
• Establish and maintain relationships that generate business, increase ROI, or expedite care at the highest level, including participation in 5 yearly networking events and driving company initiatives.
• Demonstrate mastery of all skills outlined in the Healthcare Impact Team Coordinator and Scheduler job descriptions.
• Adhere to Alliance Orthopedics office compliance rates of less than 13%.
• Review the office schedule and provider openings daily.
• Assess all new and reactivated patients by gathering the following information:
  • How the patient heard of the practice.
  • The patient’s condition and duration.
  • Whether the patient has current images and if copies are available for review.
  • Patient coverage for procedures, DME, conservative therapy, and imaging.
• Identify co-treatment opportunities with providers based on medical necessity and review all medical records from outside clinics.
• Plan patient care in advance with providers, ensuring prompt coordination.
• Communicate with the back office to confirm all verifications are complete and payment arrangements are discussed and confirmed for new and reactivated patients.
• Conduct clinic tours for potential patients, creating excitement and urgency about treatments relevant to their goals and lifestyle.
• Communicate treatment plans and protocols, and address questions about insurance policies, procedures, and provider services.
• Queue provider feedback (verbal and non-verbal) to ensure patients are promptly coordinated toward their personal and wellness goals.
• Participate in weekly communication calls with back office directors to address day-to-day concerns, such as data entry, provider errors, and PA/reimbursements.
• Attend weekly meetings with administrative directors to discuss company needs, team training, and networking events.
• Demonstrate knowledge of all Alliance Orthopedics specialist care services, including:
  • Procedure and surgical protocols.
  • Affiliate surgical centers and hospitals.
  • Accepted insurances.
• Escalate all issues or concerns to the Senior Operations Manager.
• Communicate payment arrangements and out-of-pocket expenses with advanced proficiency.
• Convert self-pay patients at an average rate greater than 80%.
• Maintain average visit counts per service (metrics provided by the Director).
• Discuss fees for services not covered, DME bracing, imaging, etc.
• Identify approvable TENS candidates and coordinate distribution with providers and the ATC team.
• Manage DME release paperwork and the HLM spreadsheet, ensuring accuracy for new patients and prompt removal of holds upon completion.
• Assist providers in obtaining necessary authorizations for TENS, LSO, and bracing.
• Onboard and train new team members on all aspects of scheduling, coordination, and ancillary services.
• Oversee all PIP patients’ files, ensuring appropriate documents are on file (e.g., declaration page with policy max limits, accident report, signed PIP paperwork).
• Ensure attorney information is on file or coordinate with the clinical director to connect patients with an attorney.
• Report IT issues to the practice manager and/or HR.
• Ensure all responsibilities and tasks are being fulfilled by Healthcare Impact Team Coordinators (HITCs).

Requirements

• Employment is contingent upon the successful completion of a background check, including verification of employment history, education, criminal records, and other relevant information as permitted by law.