Patient Care Coordinator Lead

InnovaCare Health•Baltimore, MD

19d

About The Position

The patient care coordinator's role is creating the first impression of the clinic when patients and guests arrive at InnovaCare Health facilities. It is also about assisting patients by assessing, facilitating, planning, and advocating for health needs on an individual and on-going basis. The Lead Patient Care Coordinator is the primary person responsible for overall operational flow and front office management when the clinic administrator is not at the clinic. The Lead Patient Coordinator is responsible for the first impression with our patients by providing outstanding service while maintaining an efficient and effective flow of the front office.

Requirements

Proven leadership ability and experience.
High School Diploma or equivalent required.
Experience in an environment with an emphasis on sales, customer interaction, and having to work with multiple tasks is required.
Excellent oral and written communication skills.
Ability to establish and maintain a professional rapport with patients and co-workers.
Proficient with MS Windows, Office and EMRs.
Ability to be flexible in work responsibilities.
Ability to function in a multi-tasking environment.
Ability to work in a fast-paced environment.
Strong oral and written communication skills.
Ability to document in English

Nice To Haves

Some college coursework preferred.
At least 3 years in a medical related customer service role.
Bilingual in English/Spanish preferred but not required.
Experience working with the senior population is an asset.

Responsibilities

Assist with greeting patients as they arrive and leave the office.
Manage and follow-up on wait times to ensure wait times are within 15-minutes of arrival. If not, ensure the PCC keeps the patients and visitors notified of any delays.
Conduct effective telephone follow up to reschedule “no shows" and cancellations according to company policies.
Effectively handle multiple incoming telephone lines with ability to answer general questions.
Ensure patient demographics are verified at time of check-in.
Maintain well organized appointment schedule to optimize patient flow and revenue opportunities.
Responsible for the closing or the opening of the office as assigned by the clinic administrator.
Ensure Patient Coordinators are up to date with insurance eligibilities and appointment confirmations.
Patient Coordinators troubleshoot and clarify insurance eligibility issues and PCP changes made if needed.
Ensure Patient Coordinator coverage throughout the day.
Ensure patient copays/deductibles and past due balances are being collected during patient check in process.
Oversee clinic operations in the absence of the clinic administrator.
Close out and balance the day.
Cash management and collections.
May make daily bank deposit in the absence of the clinic administrator.
Maintain and comply with company metric expectations.
Ensure Patient Coordinators have addressed all tasks in the electronic medical records system (ex. eCW and Jelly Beans) on a daily basis.
Understand and follow the Code of Conduct and HIPPA guidelines.
Maintain an organized and clean working environment
Follow and help with the implementation of company work and safety procedures and policies.
Train PCCs on clinic policies, procedures, and practices.
Compete additional tasks as needed by management.
Able to perform all duties of the Patient Care Coordinator.