Castell Quality Care Coordinator

$37,440 - $57,034/Yr

Intermountain Health - Boston, MA

Full-time - Entry Level

Remote - Boston, MA

Hospitals

About the position

The IMG Quality Care Coordinator plays a proactive role in supporting IMG clinics by managing pre-visit planning, care gap closure, high-value scheduling, and handling admission, discharge, and transfer data for assigned clinician panels. This patient-focused position emphasizes customer service, proactive outreach, and administrative support to ensure comprehensive care for patients. The coordinator is responsible for managing patient communications, scheduling appointments, and resolving issues while collaborating with various healthcare teams.

Responsibilities

• Monitor and work schedule queues to place outbound calls for patient appointments.
• Receive inbound calls from patients and clinics to assist in resolving concerns.
• Prepare, process, and manage patient documentation in the electronic medical record system.
• Engage in pre-visit planning to identify and close gaps in patient care.
• Manage and update patient information in electronic medical records.
• Coordinate patient appointments and referrals throughout the system.
• Collaborate closely with clinic teams to improve patient outcomes.
• Lead and participate in provider huddles to share patient-level data and receive instructions.
• Act as a liaison between patients and clinics, providing high levels of customer service.
• Support patients in accessing care and understanding their conditions.
• Facilitate transitions of care and handoffs between care teams.
• Establish expertise in community resources to assist patients with socioeconomic barriers.
• Assist caregivers and patients with escalated inquiries via various communication methods.
• Process transactions and resolve concerns efficiently for assigned specialty areas.
• Maintain HIPAA compliance and confidentiality of patient information.
• Provide feedback to improve caregiver direction and support standard work development.

Requirements

• Experience in a customer service role requiring the use of enterprise software systems.
• Proficiency in computer software including word processing, spreadsheets, presentations, and calendaring.
• Strong customer service and problem-solving skills.
• Effective verbal, written, and interpersonal communication skills.
• Demonstrated skills in diplomacy and discretion with excellent customer relations.

Nice-to-haves

• One year of healthcare or customer service work experience.
• Working knowledge of the healthcare industry, roles, and terminology.
• Experience in coaching and training others on enterprise software or case management systems.

Benefits

• Comprehensive benefits package covering wellness programs.
• Support for living healthy, happy, secure, connected, and engaged.