Per Diem Patient Care Coordinator

About the role

This position performs a full range of administrative support services for the clinic/site including collection of co-payments, scheduling of patients for medical procedures, tests, associated ancillary services, and other related duties. Answers telephone calls for the department in the assigned department queue. Works with supervisor and other staff to meet metric expectations for phone service. Works to resolve patient complaints, provides education on processes and department scheduling procedures to ensure the highest level of patient/customer satisfaction.

Responsibilities

• Screens all incoming patient inquires (through phone, or potentially mychart) to determine whether those inquiries can be appropriately handled by the Patient Service Representative or if they need to be directed to other team members. This includes chart review to identify previous activity that may have occurred related to the call
• Adheres to service line booking guidelines to ensure that clinic utilization is optimized safely and effectively as well as supports the needs of our patients
• Initiates request for forms, letters, medication renewals, referrals, prior authorizations, and any other administrative needs submitted by patients following standard work determined by service line and answers any corresponding questions. Understands all documents and processes
• Drafts and documents details of each call in the patients' electronic medical record using both service line documentation tools as well in addition to free text when appropriate to ensure coordination of care
• Reviews and facilitates the updating of missing /outdated information in the patient record with each call including demographics, primary care physician selection, and insurance
• Effectively deescalates issues with upset patients and practices
• Uses advanced listening techniques to understand the issue and give patients options as they are available to help resolve and ensure satisfaction. May refer difficult or highly complex phone calls and issues to a supervisor
• Participates in resolving operational difficulties and communicates with supervisor regarding department issues/ problems and opportunities for improvement
• Develops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies
• Participates in problem solving activities, focusing on productivity and quality
• Works with supervisors to ensure continuous improvement of the department
• Attends required team and/or regional meetings to learn new workflows and stay connected with teams working in a remote environment

Requirements

• High School Diploma/GED (or higher)
• 1+ years of customer service, healthcare, and/or administrative experience
• 1+ years of EPIC scheduling experience
• Access to reliable transportation

Qualifications

• 2+ years of experience with customer service
• 1+ years of experience working in a medical front office position performing duties such as scheduling appointments, checking patients in/out, insurance verification, collecting co-pays, and maintaining medical records
• Intermediate level of computer proficiency including MS Word, Excel, Outlook and the ability to use multiple web applications

Skills

• Ability to work independently and maintain good judgment and accountability
• Demonstrated ability to work well with health care providers
• Strong organizational and time management skills
• Ability to multi-task and prioritize tasks to meet all deadlines
• Ability to work well under pressure in a fast-paced environment
• Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying information in a manner that others can understand, as well as ability to understand and interpret information from others

Benefits

Our mission of helping people live healthier lives extends to our team members. Learn more about our range of benefits designed to help you live well.

Life Resources and support to focus on what matters most to you, in every facet of your life.

Emotional Education, tools and resources to help you reduce and manage stress, build resilience and more.

Physical Health plans and other coverage to support wellness for you and your loved ones.

Financial Benefits for today and to help you plan for the future, including your retirement.