Senior Patient Care Coordinator

About the position

The position involves providing support to patients by responding to inquiries, managing appointments, and ensuring a positive patient experience. The role is crucial in connecting patients with necessary resources and services, thereby improving health outcomes and promoting self-care. The candidate will work closely with patients, healthcare providers, and insurance systems to facilitate care and address any challenges that may arise during the patient journey.

Responsibilities

• Respond to patient questions in person or over the phone
• Greet patients and build rapport to provide a positive patient experience
• Collect patient payments
• Make patient follow-up calls to identify/close gaps in care
• Assist patients with completing required paperwork
• Connect patients with outside resources to promote self-care
• Review and support implementation of patient plan of care
• Work directly with patients to identify specific needs
• Coordinate services/case management for non-episodic and non-catastrophic cases
• Manage/respond constructively to challenging patient interactions
• Explain sensitive health care decisions to patients or caregivers
• Ensure understanding of details related to patient care
• Explain medical benefits/coverage specifics to patients
• Access insurance plan systems to verify insurance eligibility/benefits
• Input/update patient demographic data into computer system
• Update/upload patient care data in computer systems
• Document patient interactions in appropriate systems/logs
• Enter/process patient referral data
• Generate reports on patient data through relevant computer systems
• Review/analyze patient data reports and follow up as necessary
• Identify inconsistencies in diagnosis/procedure codes and update codes
• Enter patient payments, prepare deposits, and balance daily deposit log
• Draft/provide written communications to patients in compliance with guidelines
• Maintain patient/staff data and generate aggregate data reports
• Verify referral approval prior to scheduling appointments
• Schedule patients for walk-in or future appointments
• Coordinate/confirm scheduling of doctor visits/services with patients
• Identify resources available to support patient care
• Work with durable medical equipment providers for patients
• Manage patient referral process
• Engage physician to obtain or provide information related to patient care
• Maintain open communication and rapport with physicians
• Ensure patient scheduling/follow-up activities are completed according to guidelines
• Screen/forward incoming calls from patients, physicians, and health plans

Requirements

• High School Diploma/GED (or higher)
• 1+ years of customer service experience
• 6+ months of experience in clerical or administrative work
• Intermediate level of proficiency with Microsoft Office (MS Word and Outlook)
• Ability to handle cash and to count money at high volumes

Nice-to-haves

• Healthcare or insurance benefits experience
• Medical Terminology/Coding ICD & CPT Codes experience
• Experience handling a high volume of telephone calls and a multi-system phone line
• Hospital, Physician or Medical Clinic experience
• Medicare &/or Medicaid experience
• Ability to mentor & lead others

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution