Patient Care Coordinator - Dr. Milani

Hospital for Special Surgery•Westport, CT

17d

About The Position

The Patient Care Coordinator provides comprehensive administrative support to an HSS physician practice, assisting with day-to-day services and contributing to an environment of clinical excellence. The role arranges meetings and conferences, develops processes to maximize office resources and equipment, and anticipates the needs of patients and physicians. It promotes a professional atmosphere through courteous communication, cooperation, and respect for patients, visitors, and healthcare team members. The coordinator handles patient calls and inquiries, appointment and procedure scheduling, insurance verification, patient payment collection, insurance pre-certifications and authorizations, filing and chart preparation, and liaison with the billing company. The role also coordinates referrals and surgical scheduling, supports accurate patient records and billing, and helps maintain efficient office workflows. When covering for the Office Manager, the coordinator fulfills a lead role and may assist with training or coverage of support staff.

Requirements

High school diploma or equivalent (G.E.D.); specialized or vocational courses may be included.
At least 2 years of healthcare/medical experience as a medical secretary.
Excellent verbal and written communication skills.
Strong customer service orientation and customer service skills.
Ability to follow tasks through to completion.
Strong organizational and problem-solving skills.
Ability to multitask in a fast-paced environment.
Ability to follow directions or instructions effectively and accurately.
Ability to work collaboratively as part of a team and help coworkers when needed.
Detail-oriented, with the ability to escalate issues appropriately.
Consistently display a positive attitude toward work and the work environment.
Strong computer skills and knowledge of the healthcare industry, including regulations and health insurance.
Demonstrate professional, empathetic, discreet, and respectful communication in patient interactions.
Continuously stand or walk, or lift, handle, or carry moderate-weight materials or equipment (20 to 50 lbs).

Nice To Haves

Experience with Epic.
Familiarity with medical terminology.

Responsibilities

Provide comprehensive administrative support to an HSS physician practice and assist with day-to-day services.
Arrange meetings and conferences and develop processes to maximize office resources and equipment.
Triage calls and patient inquiries; answer phones and greet patients courteously.
Schedule appointments, procedures, ancillary services, and surgical dates according to provider or office protocols.
Coordinate referrals and communicate proactively with administrative staff and clinical teams to support patient flow.
Enter surgical scheduling dates into EPIC and ensure pre-authorization, pre-testing, and required documentation are completed and verified on time.
Verify medical insurance and obtain insurance pre-certifications and authorizations, following up on their status through completion as needed.
Collect patient payments, including copayments and outstanding balances, and manage check-out processes accurately.
Collect information needed for timely billing and liaise with the billing company.
Prepare files and charts, document appropriately in patient charts, and scan records according to hospital guidelines.
Communicate appointment information, instructions, and follow-ups through phone, email, or in person according to office protocols.
Handle patient concerns calmly and escalate them appropriately to administrative managers or clinical staff.
Prioritize tasks and workload to meet patient needs and departmental goals, including call answer rates.
Take initiative to resolve issues, assist colleagues, and adapt to workflow changes and new systems or policies.
Fulfill a lead role when covering for the Office Manager and assist with training or coverage of support staff as needed.
Operate front-desk technology and support efficient office operations.