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Virtual Patient Coordinator

3 months ago

Tempe, United States ATI Physical Therapy Full time

Overview:
The Virtual Patient Coordinator (VPC) provides direct support of licensed PT/OT or PTA/COTA, as well as prioritized administrative support to ensure seamless workflow and operations. Within the virtual therapy platform, this role enables licensed clinical staff to focus on patient care and treatment, which improves their efficiency and productivity. The role will optimize the landscape of virtual services, providing flexibility for Virtual Operations to mitigate predictable volume fluctuations (e.g. due to seasonality). The VPC performs administrative tasks to support the operations of the virtual therapy team that streamlines the patient and provider experience. These tasks include but are not limited to ISE, clinician support, external and internal phone communication.

**Responsibilities**:
Clinical Visit Support
- Provides in-visit ISE support to facilitate all needed administrative tasks to perform compliant initial visit.
- Provides flexible coverage across designated virtual service landscape.
- Facilitates effective ISE conversion across the coverage landscape.
- Work closely with the clinical and admin team to maintain consistent communication on patient needs

Administrative Support
- Perform tasks in EMR, Insync, Genie and Touchstone that support the business needs.
- Responsible for point of service (e.g. copay) collection

Customer Service
- Provides robust communication to patients and clinical staff as needed.
- Act as a patient liaison for their Telehealth experience
- Escalate tech issues to tech support when needed

Qualifications:
**Minimum Education**

**Required**:

- Associate degree in related field; or
- High School diploma and

o 2 or more years in a healthcare support role.

**Preferred**:
***

**Minimum Experience**

**Required**:

- 1+ year of healthcare support service experience

**Preferred**:

- 3 years of healthcare support services
- Previous administrative experience
- Previous customer service experience

**Knowledge Skills and Abilities**
- Work with integrity, managing care responsibility and in compliance with state practice acts and payer requirements
- Strong and effective communication, adaptability, teamwork, and problem-solving skills for delivery of customer experience and engagement with other team members
- Basic technology troubleshooting with computer and software program efficiencies
- Basic sales ability
- Bilingual preferred

Virtual Employee?: Yes