Patient Care Coordinator (PCC)

Summit Health

4d•$16 - $20

About The Position

At CityMD, we believe quality care shouldn’t end when your visit does. Our Aftercare team, comprised of Patient Care Coordinators (PCCs), provides a seamless patient experience through timely follow-up and support. PCCs are customer-focused professionals who assist patients with general, clinical, and laboratory-related inquiries following their urgent care visit. This role offers an excellent opportunity for individuals interested in or pursuing a career in the healthcare field.

Requirements

High school diploma or GED required
Strong passion for customer service and patient satisfaction
Ability to manage a high volume of calls and casework daily
Demonstrates a courteous, empathetic, and professional demeanor
Excellent communication, interpersonal, and organizational skills
Receptive to feedback, with a willingness to learn and embrace continuous improvement
Flexible to work a full or part time schedule, including weekends, rotating shifts, and holidays

Nice To Haves

Prior call center or clinical laboratory experience preferred
Bilingual or multilingual skills are a plus

Responsibilities

Handle a high volume of inbound and outbound phone calls
Review lab results and communicate recommendations provided by Aftercare clinicians
Respond to patient clinical inquiries in accordance with established workflows and SOPs
Obtain and upload patient clinical documents into the medical record
Report applicable cases to the Department of Health (DOH)
Ensure all patient interactions are accurately documented and strive for one-call resolution
Respond promptly to tasks assigned through CRM (Salesforce) and EMR (Athena) systems
Effectively multitask across multiple systems to provide timely patient support and follow-up after clinical visits
Adhere to all HIPAA guidelines and organizational policies
Meet departmental goals and key performance indicators (KPIs)