Patient Concierge Coordinator

Advanced Spine and Pain•Phoenix, AZ

About The Position

The Patient Care Coordinator is responsible for answering the main incoming scheduling line for the practice. Answering calls in a pleasant manner aiming towards a one call resolution. Responsible for assisting patients with inquiries and scheduling appointments. PCC is also responsible for maintaining schedules and insurance compliance. Communicating with callers via the various platforms offered and maintaining the various electronic messaging platforms.

Requirements

High school diploma / GED Certification
Minimum of two years customer service
Working knowledge of insurance and referral guidelines
Three to five years’ work experience in a medical practice setting
Prior use of a practice management and EMR program
Solid organizational skills
Skilled communicator and ability to work effectively in resolving problems
Ability to quickly resolve conflict in a respectful manner
Ability to work independently and maintain a positive attitude
Ability to work closely with the team, clinically and administratively
Knowledge of medical insurance plans and guidelines regarding referrals and authorizations.
Knowledge of PM/EHR and is proficient with documentation.
Knowledge of medical offices policies and procedures.
HIPAA compliance
Understands the importance of accurately documenting/entering demographic and insurance information
Ability to multitask and prioritize duties
Ability to effectively interact with management, physicians, and teammates at all levels.
Ability to communicate with patients, clients, teammates, and management both in oral and written form.
Ability to work in an environment that frequently produces a high level of stress and mental fatigue.
Ability to be comfortable performing multiple projects in conjunction with day-to-day activities and
Ability to use time effectively and is self-directed.

Nice To Haves

Preferred, knowledge of pain management/medical best practices.

Responsibilities

Meet metrics as set forth within the department, ensure 100% answer rate.
Registers new patients ensuring accuracy.
Provides individualized care, which encourages the patient’s ability to maintain or attain the highest practical physical, mental, and psychosocial well-being.
Answers the main inbound line for the practice in a consistent pleasant manner.
Assists with obtaining, requesting, and maintaining patient records, and loading referrals in the EMR.
Attends to the patient’s needs, aiming for a one call resolution.
Updates patient demographics, charts and insurances as needed.
Calls on all cancelled and no showed appointments.
Demonstrates appropriate knowledge and competence of designated skills identified for this position.
Assists in maintaining the various company’s methods of communication, including emails, portal requests, text messages and chats.
Audits schedules to ensure adherence to insurance guidelines as assigned by the supervisor.
Maintains the company’s email inbox, inbound faxes, and patient portal messages as assigned by the supervisor.
Fosters a positive and professional procedural environment by interacting with all persons in a considerate, helpful, and courteous manner and by participating as a team member.
Assists in maintaining the various company’s methods of communication, including emails, portal requests, text messages and chats.
Ability to communicate with patients and third parties proficiently and professionally.
Maintains HIPAA at all times
All other duties as assigned.