Patient Support Coordinator

Village Physician Group, LLC

Job Title:                           Patient Support Coordinator (PSC)

Report to:                       Practice Administrator

FLSA Status:                    Non-Exempt

Job Requirements:       Looking for a candidate with empathy, patience, integrity, compassion, great work ethic, cooperative attitude, and a team player. 

Responsibilities:

Manage large amounts of inbound and outbound calls in a timely manner. Follow communication “scripts” when handling different topics. Identify and resolve customers’ issues using active listening and problem-solving skills; identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives. Answer incoming calls in a professional, accurate, timely, and courteous manner. At all times maintains HIPPA guidelines as it relates to the patient’s information to assure client confidentiality verifying caller if different that patient is an authorize individual to speak on behalf of the patient. Ascertain the nature of the call and record information in the patients’ record via a Telephonic Encounter; document all calls appropriately Transfer callers to the appropriate queue/department if question is of a more complex issue (claims, authorizations, etc.) or escalate the call to the appropriate supervisor. Meets the goals for average handle time, hold times and quality scores on Inbound and Outbound calls; manages time to ensure calls are answered within required timeframes and appropriate follow up is done in a timely manner. Schedule new and existing patients following established protocols like scheduling in the correct office with the proper physician. Attends daily morning huddles, weekly staff, and other meetings to discuss issues and foster teamwork among clinic personnel. Meets or exceeds minimum key job accountabilities established for the Patient Support Coordinator position.

Skills and Specifications

• Strong customer service and interpersonal skills
• Computer proficiency with the ability to navigate between multiple computer screens/program while assisting customer.
• Demonstrates a desire to help other and to make an impact in patient’s lives
• Demonstrates an understanding and adherence of the Code of Conduct and HIPPA guidelines
• Experience working in a medical office, preferred
• Electronic health record experience, preferred eClinical Works experience, highly desired.
• Bilingual in English/Spanish, required
• High School diploma or equivalent