Bilingual Patient Care Coordinator

Job Description

Job Description

SUMMARY:

The Patient Care Coordinator works in a call center environment, promptly answering calls with positive and clear communication to deliver patient-focused service and provide a great patient experience while creating a welcoming impression of the organization. This position is responsible for assisting patients with appointment scheduling, collecting and updating demographics, insurance, and financial information, and processing incoming referrals. The role also includes verifying benefits, eligibility, and authorizations for both new and established patients, as well as coordinating and responding to patient and referring provider concerns in a timely manner to ensure satisfaction. In addition, the Patient Care Coordinator executes outbound calls and manages electronic tasks to support outpatient radiology services.

MINIMUM SKILLS, ABILITY AND REQUIREMENTS:

·         High School graduate or equivalent with 6-month experience as a medical receptionist or related experience. Medical or business office education or training preferred.

·         One (1) or more years’ experience working in a call center required with healthcare call center experience preferred

·         Knowledge of medical terminology, ICD10, CPT coding and procedures

·         Knowledge of basic insurance guidelines within the last two years 

·         Working knowledge of computers, internet access and the ability to navigate within an automated systems and a variety of software packages and type a preferred 45 WPM 

·         Required to use various electronic systems and applications to manage patient information and perform daily tasks accurately and efficiently.

·         Experience with customer service and multi-line phones.

·         Answers a minimum but not limited to 60 calls per day resolving moderate to complex issues 

·         Handle all calls and referrals, in accordance with organization-identified metrics for productivity and desired service levels

·         Ability to triage patient, accurately schedule them based on defined appointment booking protocols or navigate patient to the correct area of care for handling 

·         Receive and process expedite, stat referral status

·         Takes ownership of all scheduled appointments and prioritize responsibilities 

·         Skill to pay attention to details and accuracy in completing tasks

·         Process and resolve expedited patient complaints. Escalate immediately as needed

·         Proactive response to inquiries from patients, referring provider and internal medical personnel

·         Effectively process calls in a systematic and organized manner following the scripts, policies and procedures

·         Promptly answers and screens incoming calls, with appropriate escalation as needed

·         Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with internal and external callers 

·         Ability to work later shift and weekends as necessary to support the operations of the Call Center 

·         Superior ability to effectively communicate at all levels of the patient/customer interaction to include both verbally and in writing to provide a concierge level of service

·         Must be highly organized, able to managed multiple responsibilities and work on various assignments simultaneously

·         Ability to communicate tactfully with department heads, managers, coworkers and referring providers to resolve problems and negotiate resolutions

·         Must be able to recognize and respond appropriately to urgent / emergent situations per protocols.

·         Effectively cope with typical job stress.

·         Must be able to act calmly and effectively in a busy or stressful situation.

·         Ability to communicate effectively in the English language in person, by phone and in writing.

·         Responds positively to changes in assignments and priorities

·         Knows and follows all SDMI safety and evacuation guidelines, policies and procedures.

·         Willingly participates in cross-training activities within the department in for own professional growth in order to contribute to the overall function of SDMI.

·         Assumes responsibility for updating knowledge of current SDMI department policies and procedures, protocol and practices. 

·         Any employee who discovers, is directly involved in or is responding to an event/occurrence/risk is required to complete or direct the completion of an occurrence report within 24 hours of event/occurrence/risk.

·         My job performance, including current competencies will be reviewed by my supervisor on a periodic basis. If my job performance/ current competencies are not (or continue to not be) at required level this could result in additional training and/or disciplinary action.

·         Demonstrates punctuality by reporting to work on time/satisfactory attendance record that complies with SDMI attendance policy.

·         Takes full responsibility for all functions within job description and assures that all functions are completed before leaving SDMI at the end of the shift.  

·         Other duties as assigned.

 

 

THE ESSENTIAL ELEMENTS OF THE POSITION REFLECT THE MAJOR DUTIES CONSIDERED NECESSARY TO DESCRIBE PRINCIPAL FUNCTIONS OF THE POSTION AND SHALL NOT BE CONSTRUED AS A DETAILED DESCRIPTION OF ALL OF THE WORK REQUIREMENTS THAT MAY BE INHERET IN THE POSITION.

 

N (Not  Applicable)

Activity is not applicable to this occupation. 

O (Occasionally)

Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently)

Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly)

Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

 

Physical Abilities

 

Lift/ Carry 

 

Stand

O (Occasionally)

10 lbs or less

O (Occasionally)

Walk

O (Occasionally)

11-20 lbs

O (Occasionally)

Sit

C (Constantly)

21-50 lbs

N (Not Applicable)

Handling/Fingering

O (Occasionally)

51-100 lbs

N (Not Applicable)

Reach Outward

O (Occasionally)

Over 100 lbs

N (Not Applicable)

Reach Above Shoulder

O (Occasionally)

Push / Pull

 

Climb

N (Not Applicable)

12 lbs or less

O (Occasionally)

Crawl

N (Not Applicable)

13-25 lbs

O (Occasionally)

Squat or Kneel

O (Occasionally)

26-40 lbs

N (Not Applicable)

Bend

O (Occasionally)

41-100 lbs

N (Not Applicable