Patient Care Coordinator II- Bilingual

Job Description

Job Description

  POSITION SUMMARY

The Patient Care Coordinator II plays an important role in supporting patient care, clinical operations, and the overall patient experience. This position combines patient care coordination, scheduling, administrative support, and clinical support responsibilities to ensure efficient clinic workflow and seamless coordination of services throughout the patient’s care journey. The position serves as a primary point of contact for patients and works closely with providers, clinical staff, Patient Care Coordinators, front office staff, authorization teams, billing, and other internal departments to facilitate timely and accurate patient care. Responsibilities include coordinating appointments, assisting with authorizations, communicating with patients, supporting clinical procedures, maintaining accurate documentation, and assisting with day-to-day clinic operations. The Patient Care Coordinator II is expected to work independently, manage multiple priorities, provide exceptional customer service, and serve as a resource to other team members. The position may support multiple clinic locations and must maintain flexibility based on operational and patient care needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Patient Care Coordination

• Coordinate daily workflow and provide support to Patient Care Coordinators to ensure timely and efficient patient care coordination.

• Coordinate and facilitate patient care coordination meetings with providers, clinical staff, and internal departments.

• Collaborate closely with clinical and administrative departments to ensure smooth case progression and high-quality patient service.

• Prepare and distribute daily, weekly, or program-related schedules to staff and providers to support operational efficiency and patient care continuity.

• Communicate scheduling updates, staffing changes, and patient coordination needs to appropriate team members in a timely manner.

• Notify providers and leadership of patient delays, absences, scheduling conflicts, special cases, or urgent concerns requiring follow-up.

• Assist with organizing team huddles, case review meetings, and follow-up discussions related to patient care and program operations.

• Assist with resolving complex scheduling or coordination issues.

• Serve as a resource for escalated patient concerns and assist in resolving issues in a professional and timely manner.

• Assist leadership with tracking departmental metrics, productivity, and performance reporting for Patient Care Coordinators.

• Support managers with preparation and tracking of Patient Care Coordinators performance incentives and bonus-related data.

• Provide invoice support to management for patient-related items, accommodations, transportation, and other approved program expenses.

• Assist with onboarding, training, and mentoring new Patient Care Coordinators to promote consistency in workflows and service standards.

• Help identify workflow improvement opportunities and support operational initiatives that enhance patient satisfaction and team performance.

• Promote a collaborative team environment focused on exceptional customer service, operational excellence, and a positive patient experience.

• Serve as backup support for Patient Care Coordinator functions during staffing shortages, high-volume periods, or operational needs while ensuring continuity of patient care and service standards.

• Perform other job-related duties as assigned to support organizational goals and priorities.

• Travel to and from work sites as needed to support organizational operations, meetings, and administrative functions.

• Maintain flexibility to work at multiple locations as required by business needs.

Clinical and Back Office Support

• Room patients and prepare examination rooms for provider visits.

• Obtain and document patient information, including Review of Systems (ROS), as assigned and within applicable training and scope.

• Assist providers and clinical staff with routine clinical and administrative functions.

• Prepare treatment and procedure rooms and ensure appropriate supplies and equipment are available.

• Assist with in-office procedures, injections, acupuncture services, EMG services, and other clinical workflows as trained and assigned.

• Assist with EMG machine setup and related equipment preparation.

• Assist with pump refill equipment and other clinical equipment as applicable.

• Collect urine specimens and support the clinic’s established urine drug screening (UDS) workflow.

• Complete required UDS documentation and requisitions accurately and ensure specimens are handled and prepared according to established protocols.

• Assist with specimen processing, packaging, storage, and shipment in accordance with departmental procedures.

• Prepare and maintain clinical supplies, equipment, and treatment areas.

• Ensure exam and treatment rooms are properly cleaned, stocked, and prepared between patients.

• Follow established infection prevention, safety, specimen handling, and clinical support procedures.

• Assist with inventory management and notify appropriate staff of low or expired supplies.

• Assist with ordering and maintaining supplies, injectables, and other clinical materials as assigned.

• Support clinic setup and breakdown for acupuncture and other specialty services.

• Perform clinical support functions only after receiving appropriate training and within applicable organizational policies, procedures, and scope.

Scheduling and Administrative Support

• Schedule, reschedule, and coordinate patient appointments in accordance with provider availability, clinic templates, and established scheduling guidelines.

• Assist with coordinating procedures, evaluations, injections, acupuncture, EMG services, and other clinical appointments as applicable.

• Verify patient information, insurance information, authorization status, and appointment requirements.

• Review schedules for accuracy and identify scheduling conflicts, missing authorizations, or other issues that may affect patient care.

• Communicate scheduling changes, cancellations, delays, and other patient coordination needs to providers and appropriate staff.

• Assist with daily clinic schedules, provider schedules, patient lists, and other operational reports.

• Assist with front office functions and patient check-in/check-out as needed to maintain clinic operations.

• Assist with patient forms, records, scanning, documentation, and other administrative duties.

• Assist with Teams links and virtual appointment coordination when applicable.

• Maintain confidentiality and comply with organizational policies and applicable privacy requirements.

QUALIFICATIONS REQUIRED (EDUCATION, EXPERIENCE, AND SKILLS)

• High School Diploma or GED required.

• Minimum 2 years of experience in healthcare, medical office, patient care coordination, rehabilitation, or a related clinical setting.

• Experience with patient scheduling, referrals, authorizations, or healthcare coordination.

• Experience working in a fast-paced, high-volume healthcare environment.

• Bilingual in English and Spanish.

• Strong understanding of medical terminology.

• Knowledge of insurance verification and authorization processes.

• Demonstrated ability to manage multiple priorities and meet deadlines.

• Excellent verbal and written communication skills with a strong customer-service focus.

• Strong organizational skills and attention to detail.

• High level of accuracy in data entry, documentation, and patient records.

• Ability to maintain confidentiality and handle sensitive patient information appropriately.

• Ability to work independently and collaboratively as part of a multidisciplinary team.

• Ability to adapt to changing priorities and work effectively in a fast-paced environment.

• Proficient in EMR systems and Microsoft Office applications.

• Minimum typing speed of 35 words per minute (WPM).

• Valid California Driver License and current automobile insurance.

• Ability and willingness to travel between clinic locations as needed.

PREFERRED

• Previous Workers’ Compensation experience

• Certified Medical Assistant with 2 years of previous experience or bachelor’s degree in biology or a closely related field

• Current CPR/BLS certification

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these functions.

• While performing the duties of this position, the employee is regularly required to communicate clearly and effectively, both verbally and in writing, with patients, staff, and vendors.

• The employee is frequently required to use hands and fingers to handle, feel, type, and operate computers, telephones, and other standard office and medical administrative equipment.

• The employee is primarily required to sit for extended periods; occasional standing, walking, and reaching with hands and arms may be necessary.

• The employee may occasionally be required to stoop, kneel, or bend to retrieve files, supplies, or office equipment.

• The employee must occasionally lift and/or move up to 20–25 pounds (e.g., files, supply boxes, or office equipment).

• Specific vision abilities required include close vision, distance vision, color vision, and the ability to adjust focus for computer work and reviewing documents.

• The noise level in the work environment is generally moderate, consistent with a standard office or clinic setting, and tasks are often performed in close proximity to other staff.

Pain & Rehabilitative Consultants Medical Group (PRCMG) is a leading Northern California practice providing comprehensive, evidence-based pain management and rehabilitative care through a multidisciplinary team dedicated to improving function and quality of life.

Company Description

Pain & Rehabilitative Consultants Medical Group (PRCMG) is a leading Northern California practice providing comprehensive, evidence-based pain management and rehabilitative care through a multidisciplinary team dedicated to improving function and quality of life.