Healthcare Patient Care Coordinator

The Patient Care Coordinator manages communication between patients, family members, attorneys, and care providers in all aspects of patient care. The PCC answers incoming calls, emails, and chats to ensure each patient receives the best service possible. This position is a dedicated partner to clinical staff and is responsible for ensuring quality patient care.

This role sits in a business center and is not in a clinic setting.

RESPONSIBILITIES:

• Work as a team player to ensure each patient receives the best service possible.
• Coordinate every aspect of patient care.
• Answer patient incoming calls, emails, questions, and chats.
• Manage all escalations, resolve problem tickets, and provide feedback to management.
• Identify caller concerns, determine the best course of action, and resolve issues in a timely fashion.
• Point of contact from start to finish for all caller needs.
• Assist patients, attorneys, insurance personnel, and doctors’ offices in a professional manner.
• Perform analytical and data entry tasks.
• De-escalate situations involving dissatisfied callers, offering assistance and support.
• Confidentially manage patient accounts
• Read and understand clinical notes, referrals, and other medical documentation.
• Schedule patient visits and answer pre-visit questions, including about billing.
• Follow guidelines for special request/stat/schedule modification procedures and coordinate.
• Problem solves to optimize communication flow with clinical staff.
• Identify, track, and find the best solution for gaps in processes to ensure company expectations and goals are met.
• Assist patients and families regarding treatments, procedures, medications, and continuing care.
• Partner with clinical staff to ensure best practices are in place for handling medication and authorization calls.
• Ensure compliance with professional standards & regulatory requirements.
• Adheres to HIPAA and confidentiality laws regarding health information protection.

QUALIFICATIONS:

EDUCATION:

• Highschool Diploma or GED.

REQUIREMENTS:

• Customer service experience: 1 year (Preferred)
• Medical office experience: 2 years (Preferred)
• Bilingual in Spanish (Preferred)
• Proven ability to work as a team to coordinate with doctors, nurses, and other health care personnel.
• Strong interpersonal and verbal communication skills to communicate with patients and the health care team.
• Ability to build relationships with different types of people, including clients, organization members, and members of the health care team.