Patient Care Coordinator II

Howard Brown Health Patient Care Coordinator II

Howard Brown Health is a nationally recognized leader in LGBTQ+ health and wellness. Our commitment to inclusive and affirming care has made us a cornerstone of the Chicago community. At Howard Brown, we believe in providing holistic, patient-centered care that empowers individuals and enriches lives.

Why Join Us?

• Be part of a mission-driven organization dedicated to health equity and social justice.
• Work in a supportive, inclusive, and culturally competent environment.
• Access to continuous learning opportunities and professional development.
• Comprehensive benefits package.
• Contribute to groundbreaking health initiatives and research.

Benefits

• Employer-sponsored health, dental, and vision insurance with two PPO plans and an HMO plan.
• Paid Time Off: 3-weeks paid vacation and 1-week of personal time, 12 accrued sick days per year, 10 paid holidays, including Juneteenth, PTO Exchange allows employees to turn unused PTO into liquid assets.
• 401k program with up to 5% employer match after 90 days.
• Employer-paid basic life insurance valued at one times the annual salary.
• Voluntary Life and AD&D, and Short-term and Long-term disability.
• Pre-tax commuter and parking benefit account.
• Flexible Spending Accounts for healthcare and dependent care.
• Tuition Reimbursement and Student Loan Forgiveness Programs; NHSC & PSLF.
• Employee Assistance Program with 5 employer-paid counseling sessions.
• 50% off at Brown Elephant Resale Shops and discounts at local businesses.

Pay: $21.24/hour

Position Summary:

A Patient Care Coordinator II (PCC) assists patients in achieving improved health outcomes, increases patient engagement in self-care, and improves care coordination and health care delivery. This role supports the Care Coordinator Team in providing excellent performance, productivity, and customer service to all current, past, and future patients and staff. The Care Coordinator Team is an extension of Howard Brown Health's medical office providing care coordination services.

Principal Duties and Responsibilities:

• Reviews patient demographics, problems, medications, and allergies through EPIC, and creates structured clinical care plans for patients using EPIC, APP and/or other payor platforms.
• Reviews provider preferences and performs care coordination as directed by the provider.
• Assists with scheduling patient medical appointments to ensure that patients receive routine, or follow-up care as indicated.
• Answers inquiries from patients and providers and documents inquiries in EPIC, APP and/or other payor platforms.
• Monitors and triages calls and electronic cases that may or may not require clinical intervention.
• Collaborates with physicians, office staff, hospital departments and insurance/payor companies.
• Conducts and documents outbound calls to clarify, follow-up, resolve patient inquiries and tracking personal metric performance.
• Secures medical records via phone and EMR.
• Performs related duties as assigned as well as assist in shadowing and training staff.

Qualifications, Knowledge, & Skills Required:

Education:

• Associate degree is required or equivalent experience.
• EPIC and APP training and certification must be met within 3 months of hire.

Experience:

• 2-4 years of customer service or call center experience is required.
• 2 years of experience in patient services at Howard Brown Health (HBH) or 2-4 years of external care coordination experience is required.
• 1 year of internal experience in a healthcare environment using medical terminology or 3 years of external experience in a healthcare environment using medical terminology is required.

Knowledge, Skills, and Abilities:

• Ability to maintain and exceed designated quality and production standards
• Strong computer skills and proficiency in typing, Google sheets, docs, slides, word, excel, and outlook
• Strong analytical skills necessary to evaluate customer inquiries is required
• Ability to manage multiple tasks and meet timelines
• Knowledge of and ability to act as the subject matter expert for care coordination
• Ability to coordinate efforts among internal and external customers and departments
• Ability to build great working relationships with all Howard Brown Health departments
• Ability to be flexible with constant realignment of priorities, workflow, and procedures to provide the most effective care coordination
• Ability to maintain integrity, honesty, and accuracy in the representation of the organization while adhering to all Federal, State and company guidelines
• Strong follow-up and interpersonal skills are required

Preferred:

• 1 year of clerical, data entry, or medical office experience is preferred.
• Bilingual- English and Spanish speaking is preferred,
• Knowledge of insurances is preferred.
• Experience with scheduling patients is preferred.
• Experience working or being involved with the LGBTQA community is preferred.

ADA Specifications

(Physical demands that must be met in order to successfully complete the essential functions of the job)

• Requires ability to speak audibly and listen actively.
• Requires ability to use computers, telephones and other office equipment.
• Requires ability to sit for extended periods of time.
• May require occasional bending and lifting up to 25 pounds.
• May require periodic travel.

Equal Opportunity Statement: Decisions and criteria governing the employment relationship with all employees at Howard Brown are made in a non-discriminatory manner, without regard to race, color, creed, religion, national origin, sex, marital status, pregnancy, disability, sexual orientation, gender identity, veteran status, age, FMLA status, or any other factor determined to be unlawful by federal, state or local statutes.