Patient Care Coordinator I

Integrated Pain Management Medical Group, Inc.•Portland, OR

11d•$21 - $22

About The Position

The Patient Care Coordinator manages communication between patients, family members, attorneys, and care providers in all aspects of patient care. The Patient Care Coordinator I answers incoming calls, emails, and chats to ensure each patient receives the best service possible. This position is a dedicated partner to clinical staff and is responsible for ensuring quality patient care.

Requirements

High school diploma or GED

Nice To Haves

Customer service: 1 year (Preferred)
Medical office: 2 years (Preferred)
Bilingual in Spanish preferred (Preferred)

Responsibilities

Handle calls from patients, attorneys, nurse case managers, adjusters, and other stakeholders.
Provide accurate information and assistance, ensuring a high level of customer satisfaction.
Assess caller concerns, determine the best course of action, and resolve or escalate issues promptly.
Utilize problem-solving skills to address and mitigate escalated Tier 1 calls effectively.
Schedule patient appointments, ensuring optimal use of clinic resources.
Answer pre-visit questions and provide necessary information to patients.
Partner with clinical staff to ensure best practices in handling medication and authorization calls.
Facilitate communication between clinical and administrative teams.
Ensure compliance with professional standards and regulatory requirements for insurance.
Verify PPO/Medicare insurance patients and create charts as needed.
Route calls to appropriate departments when necessary.
Enter data and information accurately into the desired database location. Complete tasks assigned by Tier 3 within the specified deadlines.
Use Zendesk to track and manage tasks provided by Tier 3.
Answer incoming chats from patients and stakeholders, providing timely and accurate responses.
Become familiar with California work rules and regulations.
Maintain basic knowledge of commercial HMO/PPO insurance and personal injury cases.
Act as a liaison between the UR Department, adjusters, attorneys, and the authorization department to secure treatment authorizations.
Navigate Electronic Medical Records (EMR) systems to follow up on requests and resolve issues.
Document calls and interactions accurately.
Adhere to HIPAA and confidentiality laws regarding the protection of health information.
Partner with Medical Assistants (MAs) and Scribes to promptly handle medication issues.
Assumes other responsibilities as appropriate to the position and organizational needs.