Patient Care Coordinator
About The Position
The Patient Care Coordinator (PCC) provides non-clinical assistance required by the Patient Centered Medical Home (PCMH). The role supports patients throughout their clinic visit, including check-in and departure, appointment scheduling, registration, billing information, and collection of copayments or other amounts due. The PCC also provides routine clerical and administrative support, handles incoming calls and messages, manages records and documents, and covers other non-clinical functions such as pre-authorizations and referrals as needed. The PCC assists patients and visitors, coordinates with clinical staff, maintains accurate patient and insurance information in EPIC and the electronic medical record (EMR), processes patient records and correspondence, and performs cashiering and office support duties. The position involves a normal office environment, occasional travel to health system locations, frequent contact with patients and guests, and exposure to certain clinical-environment hazards and infectious risks.
Requirements
- One year of relevant front-office receptionist experience.
- Typing and computer literacy.
- Ability to effectively communicate in English in compliance with patient safety standards.
- Ability to meet the described physical demands, with reasonable accommodations as applicable.
Nice To Haves
- High school diploma or GED preferred.
- Patient Centered Medical Home experience preferred.
- Bilingual abilities preferred.
Responsibilities
- Provide consistently exceptional care.
- Assist, guide, and direct patients and visitors upon arrival; communicate professionally and serve as a liaison between patients and care team members as needed.
- Check patients in, notify clinical staff, update demographic information, ensure required forms are complete, review eligibility responses, and verify or help correct primary care provider information.
- Create new patient accounts and ensure information and data entry are accurate and complete.
- Screen patients for available financial programs and assist with enrollment when eligible.
- Answer and route telephone calls, take and relay messages, provide routine information, return calls promptly, and assess the urgency and nature of calls without providing medical advice.
- Collect, compile, and distribute patient insurance and financial information; enter appropriate information into EPIC and scan insurance cards and photo identification.
- Review patient records for completeness and availability to clinical staff and scan forms into the EMR using the approved naming convention.
- Document no-shows, cancellations, rescheduled appointments, and patient outreach; assist with no-show letters and process provider-directed recall letters.
- Schedule and coordinate appointments according to clinic timing guidelines and insurance requirements; determine language-access needs and arrange interpreters when needed.
- Complete initial billing paperwork and cashiering duties, including working registration queues, explaining financial requirements, collecting balances, deposits, copayments, or deductibles, balancing cash drawers, preparing cash and payment receipt logs, and completing assigned opening and closing procedures.
- Perform assigned clerical duties, including maintaining records, reports, and files; faxing, photocopying, scanning, data entry and retrieval, and replenishing forms.
- Sort and prioritize mail, manage UPS/FedEx pickups and deliveries, and process paper patient requests into electronic requests accurately and with appropriate tracking.
- Maintain office equipment and supplies, operate equipment safely, ensure proper functioning, and follow procedures when equipment malfunctions.
- Process in-basket messages promptly and document outcomes in the EMR.
- Clean and straighten patient waiting areas.
- Follow controlled-substance pickup protocols and document accordingly.
- Complete the rescheduling report in a timely manner.
- Maintain working knowledge of professional, licensing, and regulatory standards applicable to department activities.
- Perform other trained, in-scope duties as needed to meet department needs.
- Cover other non-clinical positions, including pre-authorizations and referrals, as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
