Patient Care Coordinator II

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

2d•$22 - $24

About The Position

The Patient Care Coordinator II manages complex patient cases and coordinates communication between patients, families, attorneys, and healthcare providers. The role ensures high-quality care through close collaboration with clinical teams while safeguarding patient information. Additionally, the Patient Care Coordinator II resolves escalated issues and drives improvements in patient services.

Requirements

High school diploma or GED
Requirement: Must be a Patient Care Coordinator for a minimum of 6 months

Nice To Haves

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

Responsibilities

Handle a high volume of emails from attorneys, nurse case managers, adjusters, and other stakeholders efficiently and professionally.
Oversee all aspects of patient care, including managing complex cases and ensuring seamless coordination.
Communicate with different departments to ensure patients receive appropriate and timely treatment.
Answer incoming calls from patients, attorneys, and other stakeholders, providing accurate and helpful information.
Collaborate closely with the provider relations team to escalate issues raised by attorneys and adjusters Conduct outbound calls to patients, attorneys, adjusters, and nurse case managers as needed.
Manage escalations from Tier 1 and Tier 2 support, resolving issues promptly and effectively.
De-escalate situations involving highly dissatisfied callers, offering advanced assistance and support.
Identify complex caller concerns, determine the appropriate course of action, and resolve issues promptly.
Resolve problem tickets and provide detailed feedback to management for continuous improvement.
Perform complex analytical data entry tasks with precision.
Enter documents, correspondence, and determination letters into the EMR system accurately.
Manage patient accounts confidentially, including those with complex needs.
Maintain confidentiality regarding patient personal information at all times.
Read and understand complex medical documents, clinical notes, and referrals.
Follow guidelines for special request procedures and coordinate accordingly.
Optimize communication flow with clinical staff, especially in complex situations, to ensure efficient patient care.
Use Zendesk to track and complete tasks within the desired deadlines.
Manage traffic control tickets and reroute them to different departments within Boomerang Healthcare.
Maintain positive relationships with patients, peers, carriers, and stakeholders.
Work with the leadership team to identify and implement solutions for process gaps, ensuring company expectations and goals are met.
Possess knowledge of the California Workers’ Compensation labor code and apply it appropriately in patient care coordination
Assumes other responsibilities as appropriate to the position and organizational needs