Patient Care Coordinator Advanced Lung Disease Institute

Banner Health•Phoenix, AZ

2d•Hybrid

About The Position

The Patient Care Coordinator (PCC) at the Advanced Lung Disease Institute will serve as a provider liaison, ensuring the completion of provider instructions by delegating tasks to appropriate team members and obtaining status updates. This role is crucial for establishing effective communication within the assigned service line to manage tasks and requests. The PCC is also responsible for reviewing completed DRs, updating statuses in the ARM tool, scheduling appointments, completing outgoing referrals, monitoring the PCC pool for messages, and maintaining communication with patients, providers, offices, and vendors. This position supports physicians with procedure scheduling, authorization, and coordination. The role is full-time (40 hours/week), day shift (Monday-Friday, 8:00 AM-5:00 PM), with a possibility of being hybrid. Banner University Medical Center Phoenix is a nationally recognized academic medical center focused on coordinated clinical care, research, and medical education, holding Magnet™ recognition. The Phoenix campus features over 730 licensed beds, specialty units, and collaborates with the University of Arizona College of Medicine - Phoenix. The position is responsible for personalized coordination, clarification, and communication of administrative aspects of care, including patient needs assessments, insurance verification, registration, documentation, and scheduling. It partners with the clinical care team to ensure a seamless patient experience and provides resources to support optimal care and follow-up tasks.

Requirements

High school diploma/GED or equivalent working knowledge.
Three or more years of experience working in a hospital or medical office.
Knowledge of medical terminology.
Ability to work under minimal supervision and make independent decisions using good judgment.
Excellent communication, human relations, attention to detail, and organizational skills.
Highly developed interpersonal relations and process coordination skills.
Knowledge of payer contract terms and processes.
Ability to perform basic math functions.
Ability to handle confidential information and sensitive issues.
Ability to work effectively with common office software and hospital software to perform intake and updates to patient medical history, in addition to other software used in scheduling and billing.
Must possess an Arizona Fingerprint Clearance Card at the time of hire and maintain the card for the duration of employment (for specific Behavioral Health clinical settings serving children).
Must sign an Arizona Criminal History Affidavit upon hire (for specific Behavioral Health clinical settings serving children).

Nice To Haves

Additional related education and/or experience preferred.
Roles supporting mobile medical unit require travel within local community.

Responsibilities

Serve as a provider liaison to all staff and services.
Receive instruction from the provider and ensure its completion by delegating to the appropriate team member.
Reach out to appropriate staff to obtain a status update.
Establish effective communication within the assigned service line for the completion of all tasks and requests.
Review completed DRs and update status via ARM tool.
Schedule new and established visits.
Complete outgoing referrals for the service line.
Monitor messages via PCC pool.
Maintain prompt and effective communication with patients, providers, offices, vendors.
Support physicians with procedure scheduling, authorization, and coordination.
Perform patient intake process, which may include pre-registration/registration.
Partner with the clinical care team to determine initial authorizations needed based on the predicted care treatment plan.
Obtain patient insurance benefit information for all aspects of the treatment.
Answer questions regarding the authorization process and supply information to providers, patients, and third-party payors.
Act as a resource for insurance coverage, including obtaining authorizations and notifications throughout the patient’s treatment.
Obtain all necessary signatures and documentation required by the patient’s insurance plan.
Accurately and completely document all information into the patient records system.
Monitor and update information regarding insurance data, authorizations, preferred providers, and changes in patient’s treatment plan.
Partner with the clinical care team and insurance provider to ensure continued coverage of patient’s care and maximum reimbursement.
Provide administrative support in maintaining materials such as documents, proposals, routine correspondence, spreadsheets, composing and preparing routine reports, and maintaining records.
Schedule physician appointments, tests, procedures, and surgeries and may provide patient with necessary preparation instructions.
Prepare, process, and manage patient documentation to department database.
Act as a liaison between the patient, billing department, and payor to enhance account receivables, resolve outstanding issues and/or patient concerns.
Optimize patient experience by using effective customer service.
Communicate continually with patients, other departments, referral networks, and providers to ensure appropriate plans and protocols are followed.
Use discretion and be attentive to issues of customer confidentiality.
Demonstrate skills in pro-active resolution and attempt to resolve scheduling conflicts.
Manage the medical record for the assigned area, including coordination with hospitals, practice offices, and other ancillary services to obtain needed records.
Respond to patient referral requests for tests, procedures, and specialty visits.
Follow guidelines and may assist in developing procedures to ensure that medical records are in compliance with all state and federal laws.
Reconcile charge tickets, identifying incomplete tickets, missing charge codes, or missing diagnosis codes.
Notify clinical staff as needed.
Work independently under general supervision, following established procedures.
Use knowledge and problem-solving skills to work independently in a clinic/physician practice environment.
Ensure efficient coordination of administrative functions supporting patient needs assessments, insurance and authorization verification, registration, maintaining and handling of documentation, financial counseling, and scheduling of appointments.
Assist other departments as required.