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Patient Care Coordinator

Atlanta Center for Reproductive Medicine (ACRM) specializes in the treatment of infertility and other reproductive endocrinology disorders. As one of the largest centers in the metropolitan area treating infertility, for 25 years ACRM has provided care in Advanced Reproductive Technologies (ART), including in-vitro fertilization (IVF), pre-genetic diagnosis (PGD), and egg recipiency.

ACRM is looking for a full time Patient Care Coordinator to join our growing team. This position is an integral part of our team and vital to helping us create a smooth and personal experience for each of our patients. The ideal candidate will demonstrate they are able to contribute to, engage, and work well in a close-knit team atmosphere. Every member of our staff plays a critical role in care operations and therefore must be able to assume ownership of their responsibilities. Applicant must be mature, self-directed, well organized, thorough, well spoken, and a quick learner. We're looking for someone with a warm, calm personality that presents professionally to our patients.

This position will be located at our Atlanta Perimeter Office Monday - Friday, 40 hours a week with rotating weekends.

POSITION OVERVIEW

The main job of a patient care coordinator is to ensure a smooth patient flow and to be a liaison between the patient and the clinical team. A coordinator helps to ensure patients understand every aspect of their care while also working with the physician team to coordinate communications and provide administrative services to support the clinical team. As a patient care coordinator, you would ensure that patients receive the care they need and that they understand their medical condition, medications, and other instructions.

The Patient Care Coordinator will also be responsible for performing high volume scheduling functions in a streamlined environment, which is fully computerized. Position requires application of special instructions and procedural information to identify type of procedure requested and schedule patients accordingly.

The Patient Care Coordinator will be responsible for scheduling of patient appointments for medical procedures. Interacts extensively with physicians/diagnostic staff, office staff, and patients via phone, fax, and email, ensuring accurate and effective scheduling of appointments for needed medical procedures. Independently and accurately handles a wide range of scheduling duties in a fast-paced environment. Works collaboratively with team members to provide quality service to proactively support efforts that ensure delivery of safe patient care and services and promote a safe environment.

ESSENTIAL DUTIES

• Schedule all patient appointments. Make appropriate scheduling changes, canceling, rescheduling and confirming appointments.
• Provide compassion and emotional support to patients throughout their experience
• Provide patients with a high level of customer service
• Answer phone calls in a prompt, courteous and efficient manner.
• Respond to patients via telephone by assessing needs and answer general questions regarding their plan of care.
• Triage patient inquiries and send to the correct team member or department
• Responsible for handling physician correspondence.
• Provide excellent customer service by anticipating patient needs.
• Work with schedulers to confirm questionnaire and previous medical records are received prior to a new patient appointment
• Greet new patients and escort them to meet with the physician
• Prepare informational packets to be given to the patients
• Coordinate with the clinical team to inform and educate the patient about their plan of care.
• Completes request for copies of patient's medical record
• Witness consent forms as needed
• Send correspondence to referring doctors
• Send correspondence to patients while going through treatment
• Provide retention calls to established patients
• Create patient charts and order labs as indicated by the plan of care
• Maintain operations by following policies and procedures. Report changes as needed.

Requirements

PREREQUISITE KNOWLEDGE, SKILLS, AND EDUCATION

• Required to work one weekend a month
• Some College required
• Associates Degree preferred
• Minimum 2 years' experience in a similar role
• High energy, excellent interpersonal and multi-tasking skills, and demonstrated self-directed work ethic are required.
• Excellent listening/interpersonal, and communication skills
• Aptitude to work independently and demonstrate good judgment
• Must be detailed oriented
• Must possess a high level of patient empathy
• Excellent communication skills and phone etiquette
• Professional and welcoming tone when speaking
• Fast learner
• Have great critical thinking skills
• Organized and stays on task with minimal distractions
• Team player
• Takes initiative and wants to succeed
• Must have some experience with medical terminology
• Proficient in Microsoft Office
• Critical thinking is essential

PHYSICAL AND MENTAL REQUIREMENTS

• Ability to sit for prolonged periods of time
• Manual dexterity to operate a computer and other office equipment
• Ability to lift up to 25 pounds without assistance
• Ability to push, bend, pull and twist
• Excellent attendance and punctuality commitment