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Patient Care Coordinator

2 months ago

Kirkland, Washington, United States EvergreenHealth Full time

Wage Range:
$32.92 per hour

Sign-On Bonus:
Up to $3,000.00 for new team members (pro-rated based on FTE)
This role necessitates in-office presence.

Position Overview:
Acts as the primary point of contact for patients within a dynamic call center environment. Employs outstanding customer service abilities to facilitate patient care and ensure a superior patient experience.

Key responsibilities may encompass managing inbound and outbound calls related to patient registration and appointment scheduling; processing payments and reconciling charges; overseeing message and work queue management; assisting patients requiring RN triage; handling prior authorizations, medication refill requests; referral management, and other assigned tasks.


Main Responsibilities:

Manages all facets of patient scheduling, including the creation of initial and follow-up appointments for both in-person and virtual visits; timely rescheduling, cancellation, and management of self-scheduled appointments to align with patient needs and optimize provider schedules.

Requests, confirms, and validates interpreter services to accommodate patient requirements.

Establishes and verifies active and contracted insurance coverage across multiple systems and/or educates patients regarding co-insurances/co-pays, self-pay, L&I, MVA, Medicaid, Medicare/Medicare Advantage, etc.

Promotes the advantages of the patient portal and assists patients with the enrollment process.
Operates a multi-line telephone system (incoming and outgoing).
Adheres to protocols to identify and direct patients with urgent/emergent symptoms to the appropriate clinical staff for assessment. Coordinates urgent or additional patient care requests with the clinical team and provider.
Responsible for message management, ensuring accurate and complete messages, may propose orders and facilitate communication with clinic staff.
Oversees various work queues and takes prompt action to address pending requests.
Prepares and dispatches letters, portal messages, or phone calls to convey essential information and conduct important patient outreach.
Performs additional duties as assigned.

Qualifications:

REQUIRED:
High School diploma or equivalent
1 year of experience in a customer service capacity
Exceptional interpersonal communication skills, with the ability to engage with a diverse range of individuals and temperaments
Capacity to problem-solve, maintain composure under pressure, and present oneself in a courteous and professional manner when addressing inquiries from staff and patients (e.g., service recovery)
Strong written communication skills, including accurate spelling and legible writing
Ability to work independently, demonstrate initiative, and collaborate effectively within a team setting
Actively listens to and validates patient interactions. Utilizes de-escalation techniques as necessary
Capability to prioritize multiple tasks and the ability to access, analyze, and apply concepts related to protocols, policies, and guidelines
Proficient keyboarding skills and familiarity with Windows-based software systems

DESIRED:


Prior experience in a medical reception or similar administrative role or experience providing direct clinical patient care such as working as a Medical Assistant, Pharmacy Assistant, Radiology or Lab Technician, Certified Nursing Assistant, Surgical Assistant, etc.

Understanding of basic medical terminology/common medications
Experience in accessing/verifying insurance coverage. Familiarity with Real Time Eligibility (RTE) and Payer/Insurance Portals
Experience with Electronic Medical Records (EMR), preferably Cerner or Epic
Knowledge of HIPAA and other healthcare compliance standards

Benefits:
At EvergreenHealth, we value our employees' dedication and contributions to our success.

We are pleased to offer a comprehensive suite of benefits and resources that are flexible and competitive, designed to support our staff and their families in maintaining and enhancing their health and financial well-being.

Medical, vision, and dental insurance
On-demand virtual healthcare
Health Savings Account
Flexible Spending Account
Life and disability insurance
Retirement plans (457(b) and 401(a) with employer contribution)
Tuition assistance for undergraduate and graduate programs
Federal Public Service Loan Forgiveness program
Paid Time Off/Vacation
Extended Illness Bank/Sick Leave
Paid holidays
Voluntary hospital indemnity insurance
Voluntary identity theft protection
Voluntary legal insurance
Pay in lieu of benefits premium program
Free parking
Commuter benefits

Explore a summary of our total rewards available to you as a member of the EvergreenHealth team by following the link below.

2024 Benefits Guide

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