PATIENT CARE COORDINATOR MANAGER

McFarland Eye Care • Little Rock, AR

3d • Onsite

About The Position

This position is accountable and responsible for effectively planning, organizing, directing, and coordinating the operations of the Patient Help Desk. Responsible for supervising and maximizing PHD team members to meet MEC schedules and goals. This position also handles incoming calls, coordinates appointments, referrals, schedules tests and/or procedures, and manages assigned departmental work in a call center environment. Exhibits the ability to multitask, perform and execute solutions to complex situations to assure functioning of the call center, and its mission to promote quality patient care. Builds rapport and a cooperative relationship with doctors, team members, and patients.

Requirements

• High School diploma or equivalent.
• Ability to work in a professional, positive, and pleasant way with other team members.
• Typing ability of 35 wpm.
• Basic proficiency with computers preferably with Microsoft Office (Word, Excel and Outlook)
• Operate office equipment such as multi-lined phones, printers, faxes, copiers, and scanners.
• Communicate clearly and effectively with patients and team members via phone and email.
• React calmly and effectively in stressful situations.

Nice To Haves

• Acquire and/or maintain CPSS certification.
• Management experience
• Call Center experience
• Experience in a healthcare office

Responsibilities

• Lead the Patient Help Desk team members with clarity and focus to ensure we continue to dazzle our patients
• Assist in answer telephones, triaging patient concerns, directing calls or taking messages, checking clinic schedules to be sure correct templates are being used and appointments are being filled appropriately, resolving patient issues and troubleshoots complaints.
• Proactively seek out opportunities for process improvement and be an agent of change. Eliminate or automate what we can, and simplify the rest so that our team can more easily focus on dazzling our patients.
• Serve as the patient satisfaction representative for PHD, speaking with unsatisfied patients. Work with other managers to assure that patient concerns have been addressed and that everything is resolved. Report to CEO any issues which require additional input.
• Responsible for fostering a positive environment, which promotes team growth and development.
• Set a strong example, demonstrate our values, and fairly and consistently enforce our rules and policies.
• Manage multiple templates and gather all information necessary to accurately record the appointments for all doctors and clinics. Cancel and change appointments as necessary.
• Review and help manage the No Call/Cancel list and reschedule as needed and schedule appointments as patients call after receiving a recall letter.
• Maintain working knowledge of front office, clinic procedures, appointment types, overall practice and supportive measures for patients.
• Assist in the development of and help work toward departmental goals
• Other duties as assigned

Benefits

• Full Health & Dental Benefits
• PTO/Vacation
• 401K
• Employee Discounts on Contacts, Eye Wear, LASIK, Surgical Procedures, Cosmetic Treatments/Injections, Etc

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 51-100 employees