Bilingual Patient Care Coordinator

Steinberg Diagnostic Medical Imaging•Las Vegas, NV

2d•Onsite

About The Position

The Patient Care Coordinator works in a call center environment, promptly answering calls with positive and clear communication to deliver patient-focused service and provide a great patient experience while creating a welcoming impression of the organization. This position is responsible for assisting patients with appointment scheduling, collecting and updating demographics, insurance, and financial information, and processing incoming referrals. The role also includes verifying benefits, eligibility, and authorizations for both new and established patients, as well as coordinating and responding to patient and referring provider concerns in a timely manner to ensure satisfaction. In addition, the Patient Care Coordinator executes outbound calls and manages electronic tasks to support outpatient radiology services.

Requirements

High School graduate or equivalent with 6-month experience as a medical receptionist or related experience
One (1) or more years’ experience working in a call center required
Knowledge of medical terminology, ICD10, CPT coding and procedures
Knowledge of basic insurance guidelines within the last two years
Working knowledge of computers, internet access and the ability to navigate within an automated systems and a variety of software packages
Experience with customer service and multi-line phones
Ability to communicate effectively in the English language in person, by phone and in writing

Nice To Haves

Medical or business office education or training preferred
Healthcare call center experience preferred
Type a preferred 45 WPM
Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with internal and external callers

Responsibilities

Assisting patients with appointment scheduling
Collecting and updating demographics, insurance, and financial information
Processing incoming referrals
Verifying benefits, eligibility, and authorizations for both new and established patients
Coordinating and responding to patient and referring provider concerns in a timely manner
Executing outbound calls and managing electronic tasks to support outpatient radiology services
Answering a minimum but not limited to 60 calls per day resolving moderate to complex issues
Handling all calls and referrals, in accordance with organization-identified metrics for productivity and desired service levels
Triage patient, accurately schedule them based on defined appointment booking protocols or navigate patient to the correct area of care for handling
Receive and process expedite, stat referral status
Take ownership of all scheduled appointments and prioritize responsibilities
Process and resolve expedited patient complaints. Escalate immediately as needed
Proactive response to inquiries from patients, referring provider and internal medical personnel
Effectively process calls in a systematic and organized manner following the scripts, policies and procedures
Promptly answer and screen incoming calls, with appropriate escalation as needed
Exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with internal and external callers
Work later shifts and weekends as necessary to support the operations of the Call Center
Effectively communicate at all levels of the patient/customer interaction to include both verbally and in writing to provide a concierge level of service
Manage multiple responsibilities and work on various assignments simultaneously
Communicate tactfully with department heads, managers, coworkers and referring providers to resolve problems and negotiate resolutions
Recognize and respond appropriately to urgent / emergent situations per protocols
Effectively cope with typical job stress
Act calmly and effectively in a busy or stressful situation
Communicate effectively in the English language in person, by phone and in writing
Respond positively to changes in assignments and priorities
Know and follow all SDMI safety and evacuation guidelines, policies and procedures
Willingly participate in cross-training activities within the department for own professional growth in order to contribute to the overall function of SDMI
Assume responsibility for updating knowledge of current SDMI department policies and procedures, protocol and practices
Complete or direct the completion of an occurrence report within 24 hours of event/occurrence/risk
Take full responsibility for all functions within job description and assure that all functions are completed before leaving SDMI at the end of the shift
Other duties as assigned