Patient Care Coordinator -Bilingual Patient Care Coordinator

Steinberg Diagnostic Medical Imaging•Las Vegas, NV

22h•$17 - $18•Onsite

About The Position

The Patient Care Coordinator works in a call center environment, promptly answering calls using positive, clear communication to provide patient-focused service and a positive impression of the organization. Assists callers with appointment scheduling, obtain patient demographics, insurance and financial information. Process incoming referrals, verifying benefits, eligibility and authorization for both new and established patients. Coordinate and respond to patients and referring providers concerns in a timely manner and ensure patient satisfaction. Execute outbound calls or electronic task to assist with providing outpatient radiology related services. Spanish bilingual calls are required to effectively support our diver patient population.

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
Must be able to take Spanish-speaking calls and assist Spanish-speaking patients as part of regular responsibilities. Bilingual (English/Spanish) proficiency 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 and type a preferred 45 WPM
Experience with customer service and multi-line phones.
Skill to pay attention to details and accuracy in completing tasks
Ability to work later shift and weekends as necessary to support the operations of the Call Center
Superior ability to effectively communicate at all levels of the patient/customer interaction to include both verbally and in writing to provide a concierge level of service
Must be highly organized, able to managed multiple responsibilities and work on various assignments simultaneously
Must be able to recognize and respond appropriately to urgent / emergent situations per protocols.
Effectively cope with typical job stress.
Must be able to act calmly and effectively in a busy or stressful situation.
Responds positively to changes in assignments and priorities
Demonstrates punctuality by reporting to work on time/satisfactory attendance record that complies with SDMI attendance policy.

Nice To Haves

Medical or business office education or training preferred.
healthcare call center experience preferred
type a preferred 45 WPM

Responsibilities

Answers a minimum but not limited to 60 calls per day resolving moderate to complex issues
Handle all calls and referrals, in accordance with organization-identified metrics for productivity and desired service levels
Ability to 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
Takes 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 answers and screens incoming calls, with appropriate escalation as needed
Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with internal and external callers
Willingly participates in cross-training activities within the department in for own professional growth in order to contribute to the overall function of SDMI.
Assumes responsibility for updating knowledge of current SDMI department policies and procedures, protocol and practices.
Takes full responsibility for all functions within job description and assures that all functions are completed before leaving SDMI at the end of the shift.
Other duties as assigned.