Patient Care Coordinator
2 weeks ago
Compensation:
Wage Range: $32.92 per hour
Sign-On Bonus: Up to $3,000.00 for new employees (pro-rated based on FTE)
Posted wage ranges reflect the minimum and maximum pay for the position. The actual offer will depend on the candidate's relevant experience, education level, and internal equity.
Position Overview:
This role serves as the initial point of contact for patients within a dynamic call center environment. The ideal candidate will utilize outstanding customer service abilities to facilitate patient care and ensure a superior patient experience. Responsibilities include managing both inbound and outbound calls related to patient registration and scheduling, processing payments, reconciling charges, handling messages and work queues, coordinating RN triage pathways, managing prior authorizations, medication refills, referrals, and other assigned tasks.
Key Responsibilities:
- Oversee all facets of patient scheduling, including the creation of initial and follow-up appointments for in-person and virtual visits; manage rescheduling, cancellations, and self-scheduled appointments efficiently to meet patient needs and optimize provider schedules.
- Request, confirm, and validate interpreter services to accommodate patient requirements.
- Establish and verify active and contracted insurance coverage across multiple systems, educating patients on co-insurances, self-pay options, L&I, MVA, Medicaid, Medicare/Medicare Advantage, etc.
- Promote the advantages of the patient portal and assist patients with the enrollment process.
- Manage a multi-line telephone system for incoming and outgoing calls.
- Follow established protocols to identify and direct patients with urgent symptoms to appropriate clinical staff for screening, coordinating urgent or add-on patient care requests with the clinical team and provider.
- Handle message management to ensure accurate and complete communication, proposing orders and coordinating with clinic staff as necessary.
- Manage various work queues, taking prompt action to address pending requests.
- Prepare and dispatch letters, portal messages, or phone calls to convey important information and facilitate patient outreach.
- Perform additional duties as assigned.
Required:
- High School diploma or equivalent.
- Minimum of 1 year experience in a customer service capacity.
- Exceptional interpersonal communication skills, with the ability to engage with a diverse range of individuals.
- Proficient problem-solving skills, maintaining composure under pressure, and presenting oneself in a professional manner when addressing inquiries.
- Strong written communication skills, including accurate spelling and legible writing.
- Ability to work independently, demonstrate initiative, and collaborate effectively within a team.
- Active listening skills to validate patient conversations and employ de-escalation techniques as needed.
- Capability to prioritize multiple tasks and apply concepts associated with protocols, policies, and guidelines.
- Proficient keyboarding skills and familiarity with Windows-based software systems.
- Previous experience in a medical reception or similar administrative role, or direct clinical patient care experience (e.g., Medical Assistant, Pharmacy Assistant, Radiology or Lab Technician, Certified Nursing Assistant, Surgical Assistant).
- Knowledge of basic medical terminology and common medications.
- Experience in accessing and verifying insurance coverage, including familiarity with Real Time Eligibility (RTE) and Payer/Insurance Portals.
- Experience with Electronic Medical Records (EMR), preferably Cerner or Epic.
- Understanding of HIPAA and other healthcare compliance standards.
Comprehensive benefits to support you and your family:
- Medical, vision, and dental insurance.
- On-demand virtual healthcare services.
- Health Savings Account.
- Flexible Spending Account.
- Life and disability insurance.
- Retirement plans (457(b) and 401(a) with employer contributions).
- 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.
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