Patient Care Coordinator

2 weeks ago

Milford, Delaware, United States La Red Health Center Inc Full time
Job Overview

Supervisory Report: Call Center Manager

Wage Classification: Non-Exempt

Position Summary:

The Patient Care Coordinator serves as a vital link between patients and healthcare professionals, addressing essential care-related inquiries. This role is the primary contact for patients, ensuring a seamless communication flow with the Health Center. Responsibilities include managing incoming calls efficiently to support optimal operational performance.

Key Responsibilities:

The following tasks are indicative of the primary responsibilities associated with this position. The incumbent may not be required to perform all duties listed and may be assigned additional, role-specific tasks.

  1. Collect and input new patient data, including personal details, insurance information, and previous medical history into the Practice Management system.
  2. Utilize standard office equipment such as computers, copiers, scanners, telephones, calculators, and fax machines.
  3. Handle incoming calls, screen inquiries, respond to common questions, and relay messages in accordance with established policies; act as the Patient Care Coordinator for various offices or clinics as needed; welcome patients, schedule appointments, or make appropriate referrals as per guidelines; prepare necessary documents and materials for clinics, laboratories, or imaging facilities upon request.
  4. Collaborate as a key member of a patient-centered team alongside nursing and medical staff, facilitating appointment scheduling and serving as a communication bridge.
  5. Accurately document updates in patients' electronic medical records in a timely manner.
  6. Review and refresh emergency contact, demographic, and insurance details as necessary during patient interactions.
  7. Maintain an appropriate volume of voice to ensure other staff members can engage in their conversations.
  8. Monitor iRemind reports and adjust schedules as required.
  9. Review no-show reports and reschedule patients as necessary.
  10. Regularly check and notify supervisors about the need to retrieve messages from designated voicemail boxes.
  11. Continuously monitor the Cisco Finesse phone service queues and inform supervisors of any disruptions in call flow; retrieve calls that have been on hold for five minutes or longer.
  12. As instructed by the Supervisor, follow up on calls that were not managed by the service queue (abandoned status).
  13. Conduct monthly surveys as directed by the Supervisor to assess patient satisfaction regarding their phone interactions.
  14. Participate in relevant meetings and training sessions as required.

Qualifications:

To excel in this role, candidates must demonstrate the ability to perform each essential duty effectively. The qualifications listed below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to fulfill the essential functions.

Education and Experience:

  1. High school diploma or GED is required.
  2. Two years of relevant medical clerical experience is preferred. Completion of a medical secretarial program (ranging from nine months to two years in an accredited institution) may substitute for equivalent experience.
  3. Proficiency in Microsoft Outlook, Word, and Excel is required. Previous experience with electronic medical records is preferred.
  4. Experience in call center environments and familiarity with call center systems is preferred.
  5. Bilingual skills are highly desirable.

Language Skills:

Bilingual (English/Spanish) is preferred.

Performance Requirements:

Knowledge:

  1. Understanding of medical center operations.
  2. Familiarity with standard office equipment and supplies.
  3. Knowledge of electronic medical record systems, documentation requirements, and relevant state/federal regulations regarding healthcare information.
  4. Understanding of telephone patient triage processes.
  5. Awareness of HIPAA regulations.

Skills:

  1. Ability to solve practical problems effectively.
  2. Exceptional phone etiquette.
  3. Strong customer service skills.

Abilities:

  1. Ability to interpret and implement instructions from qualified professionals.
  2. Ability to communicate effectively and build rapport with patients and their families to support care plan implementation.
  3. Ability to remain composed during emergencies.
  4. Ability to manage time efficiently.
  5. Ability to operate multiple computer systems simultaneously.

Equipment Operated:

Standard office equipment including computers is required.

Work Environment:

This role is performed in a cubicle area within a small call center, as well as in medical examination and treatment rooms. The environment is controlled for lighting, air quality, and temperature. Potential hazards may include exposure to communicable diseases and biohazards.

Mental/Physical Requirements:

This position involves standing, walking, kneeling, bending, grasping, manipulating, and lifting (up to 50 pounds). Walking or standing may exceed two hours per day. The ability to work in a standard medical office setting, including the use of computers and standard office equipment, is essential. Candidates must be able to read computer screens and printed materials, and possess the hearing and speech capabilities to communicate effectively in person and over the phone. Attendance at meetings at various locations may be required. Workload may induce stress.

GENERAL INFORMATION:

  • La Red Health Center, Inc. is a private non-profit organization serving Sussex County, Delaware.
  • The organization is committed to ethical business practices and compliance with all applicable laws and regulations to uphold its reputation.
  • All associates contribute to the overall growth and development of La Red Health Center, Inc., and may occasionally be required to perform tasks outside their specific job descriptions.

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