Outpatient Care Coordinator Lead: Hoag Health Clinic Administration

Hoag•Irvine, CA

7d•$28 - $43

About The Position

The Outpatient Care Coordinator Lead oversees the daily operations of the Outpatient Care Coordinating team and provides all required training for Outpatient Care Coordinators. The role coordinates, leads, supervises, monitors, and controls the team’s human and physical resources. It maintains and updates training manuals and resource tools, monitors customer service quality, appointment scheduling, and account pre-registration, and works with staff toward departmental and organizational goals. For Interventional Radiology, the Lead provides daily support and education to the IR scheduling specialist team at the Red Hill location and floats to hospitals to support and cover Lead Clerks assisting the IR Nursing team. The role supports the scheduling team as a frontline scheduler, assisting with incoming calls, authorizations, policy updates, auditing, daily reports, staff assignments and schedules, and team and individual communication and documentation when errors occur. It also serves as a liaison among Hoag Imaging locations and as a point of contact for assistance with Benefactors, Clinics, and patient relations. The broader Outpatient Care Coordinator work includes coordinating tests and treatments across departments, programs, and specialties; verifying insurance; assisting with pre-authorizations; and liaising among the pre-authorization team, physician offices, and patients. The coordinator updates patients and doctors about authorization timing and status, provides appointment itineraries when possible, assists with referrals, and connects patients and families with resources as needed. Other duties may be assigned.

Requirements

High school diploma or equivalent.
Minimum of 5 years of hospital or outpatient acute healthcare experience.
Strong knowledge of hospital scheduling, registration, and insurance verification processes.
For Interventional Radiology only: 1 year of Imaging Scheduling Specialist Lead experience at Hoag.

Nice To Haves

Knowledge and understanding of patient benefits, plan coverage, and claim responsibility.

Responsibilities

Oversee daily operations of the Outpatient Care Coordinating team and provide required training to Outpatient Care Coordinators.
Coordinate, lead, supervise, monitor, and control the team’s human and physical resources.
Provide, maintain, and update care coordination training manuals and resource tools.
Monitor customer service quality, appointment scheduling, and account pre-registration.
Work with staff to achieve departmental and organizational goals.
For Interventional Radiology, provide daily support and education to the IR scheduling specialist team at the Red Hill location.
Float to hospitals to support and cover Lead Clerks assisting the IR Nursing team.
Support the scheduling team as a frontline scheduler, including assisting with incoming calls, authorizations, policy updates, auditing, daily reports, staff assignments and schedules, communication, and documentation when errors occur.
Serve as a liaison among Hoag Imaging locations and as a point of contact for assistance with Benefactors, Clinics, and patient relations.
Coordinate tests and treatments, including multiple appointments across departments, programs, and specialties.
Verify insurance, assist with pre-authorization, and liaise among the pre-authorization team, physician offices, and patients.
Update patients and doctors on authorization timing and status.
Provide patients with an itinerary after authorization and appointment scheduling when possible.
Assist with referrals and connect patients and families with resources as needed.
Perform other duties as assigned.