Administrative Integrated Care Coordinator

Administrative Integrated Care Coordinator

The ICC Administrative Coordinator supports both front office operations and health home administrative functions across primary care, specialty care, urgent care, and care management programs. Responsibilities include patient registration, appointment scheduling, insurance verification, copayment collection, referral coordination, patient outreach, appointment confirmations, health home documentation support, care coordination assistance, tracking patient engagement activities, and maintaining accurate patient records. The role serves as a central point of contact for patients, providers, and interdisciplinary teams to ensure efficient workflow operations, continuity of care, and a positive patient experience while maintaining organizational and compliance standards.

Responsibilities:

• Greet and check in patients for scheduled appointments and walk-in visits
• Verify and update patient demographic and insurance information
• Assist patients with forms, paperwork, portal access, and general service needs
• Collect and process patient copayments accurately and efficiently.
• Provide patients with all discharge/check out orders, forms, and letters
• Ensure all administrative tasks, including Admin parcs, are completed in a timely manner.
• Assist patients with scheduling transportation as needed.
• Ensure the proper closure of all visits by the end of each day.
• Support patient outreach efforts for appointment reminders, care coordination, care gaps, and engagement initiatives
• Perform additional administrative and operational duties as assigned based on departmental needs and coverage requirements
• Conduct and document required patient screenings, questionnaires, and survey forms in accordance with departmental and program guidelines
• Guide and help patients with primary care assignments as needed.
• Develop, update, and maintain individualized care plans in collaboration with patients, providers, caregivers, and the care team.
• Support patients after emergency room visits, hospital admissions, inpatient discharges, or other transitions of care.
• Connect patients to community resources that support health, safety, housing, food access, transportation, benefits, and overall well-being.

Qualifications:

• High School Diploma or General Education Degree (GED)
• Minimum 6 months of customer service experience
• Beginner-level proficiency in using Microsoft Office and Google Suite
• Familiarity with eCW is preferred.

Required Skills:

• Strong organizational and multitasking abilities
• Excellent communication and interpersonal skills
• Familiarity with medical terminology and basic understanding of healthcare procedures
• Proficiency in using office software and electronic health record (EHR) systems.
• Strategic and creative thinking
• Solution-oriented mindset
• Open and welcoming to change.
• Comfortable working in group settings

Physical Requirements:

• Hearing: Adequate to perform job duties in person and over the telephone.
• Speaking: Must be able to communicate clearly in person and over the telephone.
• Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• Requires frequent bending, reaching, standing, walking, squatting, and sitting, pushing, and pulling exerted regularly throughout a regular work shift.
• Prolonged periods of sitting at a desk and working on a computer.

Key Competencies:

• Customer / Patient Service

Acknowledges patients/customers promptly in a warm, courteous manner; proactively offers to help and responds to requests for help; receives and answers patients/customers in a calm, reassuring manner; focuses attention on patients vs. personal business; answers phones, returns calls, and responds to in-person questions promptly; provides accurate information while demonstrating empathy; takes appropriate actions to ensure focus is quality patient care; treats patients, co-workers, physicians, practitioners, and colleagues as "customers", courteous at all times; adheres to all WMG customer service standards.

• HIPAA (Health Insurance Portability and Accountability), Confidentiality, and Infection Control Compliance

Follows office procedures with regard to HIPAA documents and adheres to HIPAA privacy mandates; adheres to confidentiality policy; demonstrates infection control compliance relevant to job responsibilities: e.g., standard precautions.

• Problem Solving and Judgment

Demonstrates ability to determine best course of action for resolving issues based on presenting situation; able to assess and view situations from variety of perspectives; can dig deep to identify the real?issues; solves?problems and/or seeks appropriate guidance to solve problems; able to work independently and make appropriate decisions in absence of "supervisor."

• Communication

Communicates effectively and clearly both verbally and in writing; conveys information and responds to all in a credible, professional, and clear manner; speaks respectfully to all; keeps others informed of relevant issues; shares information; Uses active listening skills; uses facial expressions, body language and tones of voice that convey positive messages; maintains calm in conflict situations, handling situations and people with tact and professionalism; writes accurate, understandable messages.

• Dependability

Reliable when it comes to attendance and punctuality; if going to be late or absent, calls supervisor in advance; respects how others on team will be impacted by lateness or absenteeism or schedule changes; present and accessible during scheduled hours.

• Teamwork

Pitches in when help is needed and?help?other team members; builds and maintains constructive relationships; engages in behaviors that support working together as a team; able to see things from another's perspective; demonstrates work flexibility for good of WMG/team regarding locations, functions, and hours; demonstrates an awareness and sensitivity to cultural diversity.

• Professional Appearance

Takes pride in professional demeanor and appearance; wears appropriate attire/uniform and name tags; takes pride in appearance and cleanliness of work area; keeps work area organized with necessary clinical and non-clinical materials.

• Willingness to Learn/Continuous Learning

Demonstrates ability to learn new things in stated time frame; demonstrates willingness and ability to adapt to new processes, policies, and technology changes; keeps up to date with all required education, certification, licenses; assesses and identifies own learning needs.

• Patient/Other Contacts

Regular patient contacts. Regular contact with families of patients, employees, and the public.

• Working Conditions

Intermittent exposure to one or more mildly unpleasant physical conditions.

• Environmental Hazards

Intermittent exposure to situations that could cause moderate to serious illness or injury.

Equal Opportunity Employer

Essen Health care is proud to be an equal opportunity employer, and we seek candidates who desire to work in and serve an ethnically diverse population.