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Intake Coordinator, Patient Communication Center
3 months ago
**Description**
The Intake Coordinator serves as the first point of contact and facilitate access to care for patients who seek medical care from UCLA Health by processing inquiries/referrals and converting them to patients with established care at UCLA Health. This involves but not limited to obtaining required demographic information, insurance information and medical reports, as needed. The Intake Coordinator is responsible for registering patients in Care Connect and Salesforce, the department's online CRM. Schedule patients' medical appointments; organize and upload medical records to Epic via ICAP.
The Intake Coordinator provides a significant level of patient education related to their illness and planned treatment; and provide a high level of analytical services over the telephone for assigned practices or service areas by utilizing state-of-the-art telecommunications and computer information systems. These services include, but are not limited to: Referring physician line, SCOI and Physician Referral backline, referral source to UCLA Health, patient to physician communication, physician to physician communication, serve as a resource and contact for information and services, and utilization of our EMR system to communicate patient care and schedule & register a variety of appointments effectively and efficiently.
The Intake Coordinator serves as the initial point of contact for the UCLA Health System, including the 1-800-UCLAMD1 line; with the knowledge and ability to guide callers to particular clinic/service based on information provided by the caller. The Intake Coordinator is additionally responsible for but limited to:
- Promoting core and specialty services to the physician community
- Providing support services in all functional areas of referral management including the utilization of affiliate services
- Cultivating and strengthening referral activities by implementing and promoting professional services
- Being a flexible patient care resource that focuses on system-specific service lines that are in alignment with the market strategy
- Multi-tasking between identifying areas for improving patient relations, ensuring that quality standards are met while providing extensive personalized customer service, and executing Patient Communication Center activities
- Maintain a high level of customer service and sense of urgency during a call
- Demonstrating the following skills: active listening, proper phone etiquette, professional terminology & grammar (verbal and written), and a teamwork spirit.
**Qualifications**
- Demonstrated knowledge of and experience with EPIC/CareConnect.
- Demonstrated ability to write concise and accurate correspondence.
- Experience working in a healthcare environment required; experience in a customer service industry.
- Demonstrated ability to communicate complex information and instructions clearly and accurately, in writing and verbally.
- Experience in effectively relating to international patients and their representatives.
- Experience working with a diverse population of patients and knowledge of different cultures required.
- Knowledge of medical terminology, with understanding of basic symptoms that might require urgent or emergent care (eg, signs of stroke, chest pain, pregnancy loss, etc).
- Ability to interact effectively in a variety of behaviors - including hostility and non-cooperation.
- Demonstrated ability to in diplomacy, discretion, tact and sound judgment.
- Ability to maintain sound judgment,
- Demonstrated experience, ability and skill working in a high volume, fast-paced environment and requires the need to use good judgment due to conflicting or multiple goals and priorities.
- Ability to empathize with patient situations and respond accordingly and as appropriate.
- Ability to be productive in an environment that requires independence with limited supervision.
- Requires a minimum of 2 years in Healthcare related industry. Education and experience equivalent to a Bachelor’s degree; supplemented with three years of related work experience (Healthcare and/or Call Center)
- Ability to research, understand and explain healthcare services.
- Knowledge of healthcare insurance plans.
- Minimum two years of patient registration, insurance processing, and appointment scheduling experience.
Preferred
- Knowledge of UCLA referral, admissions, accounting/billing and other systems highly preferred.
- Ability to speak other non-english languages preferred.
- Knowledge of and/or experience with Salesforce CRM highly preferred.
- Demonstrated ability to interact effectively with persons of all cultures and positions, including physicians, UCLA executives, directors and managers, foreign national royalties, government officials, diplomats, celebrities and other noteworthy individuals.
- Ability to communicate and explain UCLA policies & procedures to patients and/or their representatives diplomatically and effectively.
