Care Coordination Associate

Care Coordination Associate

Saturdays and Sundays 7am 3:15pm.

The Care Coordination Associate serves as the first point of contact for patients and families, providing exceptional customer service and efficient support. This entry-level role is responsible for handling inbound and outbound calls, scheduling appointments, directing inquiries, and offering basic patient support in alignment with HSS protocols. The Associate ensures that all interactions are handled with empathy, professionalism, and efficiency, contributing to the hospital's mission of delivering outstanding patient care. Given the program's extended hours, multiple locations, and immediate access goals that differ from traditional physician practices, our Care Coordination Associates will be assigned to support physicians and advanced practice providers when seeing patients virtually and in-person, during group programming classes, answering incoming calls to the practice or program, and performing outgoing phone calls to coordinate care.

Job Qualifications

• Education Required
• High School Diploma (GED)

• Education Preferred
• Associate degree or equivalent combination of education and experience.

• Experience Required
• 1 year experience in healthcare or a related customer service field.

• Skills Required
• Strong customer service and communication skills.
• Ability to work with various healthcare-specific software programs.
• Strong computer skills, with proficiency in office automation tools.
• Ability to work effectively in a fast-paced environment.
• Knowledge of insurance and revenue cycle processes.
• Familiarity with medical terminology.
• Understanding of scheduling parameters.
• Positive, professional attitude toward assignments and colleagues.
• Superior written and oral communication skills.

POSITION & UNIT ACCOUNTABILITIES

• Triage incoming phone calls, create referrals, and schedule appointments.
• Connect patients to the appropriate physician office based on condition, insurance, location, availability, and patient preference.
• Manage a high volume of inbound and outbound calls efficiently.
• Document and close cases in Salesforce.
• Send patient itineraries via Salesforce.
• Obtain and accurately document patient demographics.
• Complete full patient registration.
• Schedule various types of appointments.
• Transcribe medical orders.
• Verify patient insurance coverage.
• Provide exceptional customer service in all interactions

Non-Discrimination Policy Hospital for Special Surgery is committed to providing high quality care and skilled, compassionate, reliable service to our community in a safe and healing environment. Consistent with this commitment, Hospital for Special Surgery provides care, admits, and treats patients and provides all services without regard to age, race, color, creed, ethnicity, religion, national origin, culture, language, physical or mental disability, socioeconomic status, veteran or military status, marital status, sex, sexual orientation, gender identity or expression, or any other basis prohibited by federal, state, or local law or by accreditation standards.

Hospital for Special Surgery