Patient Care Coordinator

Imotion Physical Therapy•Fremont, CA

About The Position

We are seeking a dedicated Patient Care Coordinator to become the linchpin between our patients and the comprehensive Physical Therapy and Rehabilitation services we offer. In this role, you'll be the orchestrator of patient care, an advocate for patient needs, and a pivotal point of communication within our dynamic team. If you have a passion for organizing care, a knack for connecting with people, and a desire to contribute to a community of health and healing, then this is the opportunity for you. Join us, and play a crucial role in ensuring every patient receives the care and attention they deserve. At iMotion Physical Therapy, our mission is to uphold the highest global standards in physical therapy and rehabilitation, striving to enhance the health and well-being of our patients through outstanding care, education, and preventive strategies. We are dedicated to providing equitable and comprehensive treatment to individuals from all walks of life, ensuring everyone has access to the best possible recovery and health management solutions. Our clinic is committed to ongoing research and collaboration with healthcare professionals to continuously improve and innovate in our field. We firmly believe in sustainable and ethical practices, guiding our patients towards healthier, more fulfilling lives while contributing positively to the broader healthcare community. Organization and Values: We're more than just a healthcare provider; we're a family dedicated to creating positive change. Our values of Security, Patient-First Ethics, Professionalism, Fun, and Integrity guide us in putting our patients first and maintaining the highest standards in our services and interactions. Our Culture: iMotion Physical Therapy offers a unique work experience, founded on the pillars of Fun, Freedom, Family, and Fortune. Our environment is enjoyable and fulfilling, embracing autonomy and innovative thinking. We foster strong, supportive relationships within our team, valuing each member as part of our family. Our commitment to employee growth ensures prosperity and rewarding career advancement. Role Overview: As a Patient Care Coordinator (PCC) at iMotion Physical Therapy, you will be an integral member of the administrative team, dedicated to enhancing patient experiences and facilitating seamless care delivery. Your role will intersect with various aspects of patient interaction, from initial contact to the final stages of their therapy journey. Department: The PCC falls under the administrative branch of iMotion Physical Therapy, which is the backbone of clinic operations. This department ensures the efficiency and effectiveness of patient services and the smooth operation of our clinic's front-end activities. Reporting Structure: The Patient Care Coordinator will report directly to the Front Desk Supervisor. This line of reporting supports a structured and efficient communication flow and provides clear direction and support for the PCC role. The Front Desk Supervisor oversees the administrative functions of the clinic and ensures that the team works in unison to provide excellent patient service. Educational Philosophy: At iMotion Physical Therapy, we believe in the power of education, progress, and growth. As a PCC, you will have opportunities to participate in educational initiatives that not only enhance your knowledge and skills but also contribute to the betterment of the entire clinic. We encourage our team members to pursue continuous learning and offer support for professional development. Team Dynamics: While the PCC does not have direct reports, the role is highly collaborative, requiring coordination with therapy staff, medical professionals, and administrative personnel. You will play a key role in ensuring that all parts of the patient care process are connected and functioning smoothly. Your Contribution: In this position, you will contribute to our mission of providing exceptional care by managing patient appointments, handling inquiries, coordinating with healthcare providers, and ensuring that patient care plans are executed flawlessly. Your work will directly impact our patients' experience and the overall success of our therapy programs. Position Summary: Patient Care Coordinator at iMotion Physical Therapy Broad Responsibility: As the Patient Care Coordinator, you are the first point of contact and the face of patient interaction at iMotion Physical Therapy. Your primary role is to coordinate all aspects of patient care, from scheduling appointments to ensuring patients are prepared for their treatment sessions. Functions and Priorities: Efficiently manage patient flow through scheduling and coordination. Serve as a liaison between patients and physical therapists to address concerns and facilitate communication. Maintain meticulous records of patient interactions, appointments, and treatment plans. Immediate Objectives: Quickly assimilate into the iMotion culture and systems. Establish rapport with patients and staff, providing exceptional service from the first interaction. Ensure a seamless patient experience by effectively managing appointments and patient queries. Long-Term Goals: Develop a deep understanding of patient needs and clinic operations to suggest and implement improvements. Foster strong relationships with returning patients, enhancing patient loyalty and satisfaction. Contribute to the overall efficiency and reputation of the clinic by consistently delivering high-quality service. Exceptional Performance Defined: Demonstrated ability to reduce wait times and no-shows through effective scheduling. High patient satisfaction scores and positive feedback. Proactive in identifying and resolving potential issues before they affect patient care. Essential Qualities: Exceptional Organizational Skills: Ability to manage multiple tasks and priorities efficiently to ensure smooth clinic operations and patient scheduling. Interdepartmental Communication: Proficiency in maintaining open and effective channels of communication with billing, marketing, and other departments to synchronize patient care with administrative and promotional activities. Patient Advocacy: A strong sense of advocacy for patient needs, ensuring that each individual receives comprehensive information and support throughout their care journey. Detail-Oriented: Meticulous attention to detail in managing patient records, scheduling, and ensuring that billing information is accurate and communicated effectively. Proactive Problem-Solving: A proactive approach to identifying and addressing potential issues in patient care coordination, including scheduling conflicts or insurance and billing queries. Adaptability: The capacity to adapt to new challenges and changes within the clinic environment, including updates to healthcare regulations and internal processes. Cultural Competency: Sensitivity and awareness of diverse patient backgrounds and the ability to communicate effectively with a diverse patient population. Technological Proficiency: Comfortable using and learning new healthcare and office technology to enhance patient service and clinic efficiency. Collaborative Spirit: A team player who works well with others, values input, and can unite various departments towards a common goal of exceptional patient care. Empathy and Compassion: Genuine empathy and compassion for patients, which is vital in creating a welcoming and caring environment. Key Duties and Responsibilities: Patient Scheduling and Coordination (30% - Daily): Manage and optimize patient appointment scheduling. Coordinate patient care plans and follow-up appointments. Communication and Liaison (20% - Daily): Serve as the primary point of contact for patients, addressing inquiries and concerns. Facilitate communication between patients, healthcare providers, and various departments. Administrative Support (15% - Daily): Perform administrative tasks such as filing, data entry, and maintaining patient records. Ensure accuracy and confidentiality in handling patient information. Billing and Insurance Coordination (10% - Daily): Liaise with the billing department to ensure accurate patient billing and resolve billing issues. Assist patients with insurance queries and documentation. Marketing and Patient Outreach Support (10% - Weekly/Periodically): Collaborate with the marketing department on patient engagement and outreach initiatives. Contribute to the development of marketing materials and strategies. Patient Advocacy and Support (10% - Daily): Advocate for patient needs and preferences throughout their treatment journey. Provide patients with information and resources related to their care. Interdepartmental Collaboration (5% - Daily): Work closely with other departments to streamline processes and enhance patient care. Participate in team meetings and collaborative projects. Total: 100% Day-to-Day Activities: Scheduling Appointments: Schedule, reschedule, and confirm patient appointments. Coordinate appointment times with therapists' availability and patient preferences. Patient Communication: Act as the first point of contact for patients, both in-person and via phone or email. Provide patients with information about their appointments, treatments, and any necessary preparation. Record Management: Maintain accurate and up-to-date patient records, including personal details, treatment plans, and progress notes. Ensure confidentiality and secure handling of patient information. Billing Coordination: Liaise with the billing department to ensure correct patient billing. Assist patients with billing inquiries and insurance claims. Insurance Verification: Verify patients' insurance coverage and communicate any relevant information to patients and therapists. Patient Check-In and Check-Out: Greet patients upon arrival and assist with check-in procedures. Process check-out, including scheduling follow-up appointments and handling payments or billing inquiries. Facilitating Patient Flow: Monitor patient flow in the clinic to minimize wait times and ensure a smooth transition between different stages of their visit. Patient Education and Support: Provide patients with educational materials related to their treatment. Offer support and guidance, particularly to new patients, about clinic procedures and what to expect. Interdepartmental Liaison: Communicate regularly with therapy and administrative staff to coordinate patient care. Participate in team meetings to discuss patient cases, operational improvements, or other relevant topics. Feedback and Follow-Up: Collect feedback from patients regarding their clinic experience. Conduct follow-up communications as necessary for appointment reminders or additional information. In addition to the core responsibilities, the Patient Care Coordinator may be required to undertake additional or unforeseen tasks. These tasks will be consistent with the role's purpose and may arise as a result of evolving business needs, unforeseen circumstances, or to cover for absent colleagues. Flexibility and a team-oriented mindset are essential as we work together to meet the needs of our patients and ensure the smooth operation of iMotion Physical Therapy.

Requirements

Must be fluent in English.
Must be comfortable with technology and proficient in using office software such as Microsoft Excel and Word.
A strong affinity for mathematics and proficiency in handling numerical data is essential.
Ability to perform basic calculations and analyze statistical information accurately.
Excellent organizational and time management skills.
Strong interpersonal and communication abilities.
Ability to multitask and prioritize in a fast-paced environment.
A patient-centered approach with a strong commitment to providing high-quality care.
A team player with a collaborative mindset, able to work effectively with diverse groups.
Empathy: Understanding and sharing the feelings of patients and colleagues is vital for building trust and rapport, and for providing patient-centered care.
Communication Skills: Clear and effective communication is crucial for explaining processes to patients, addressing their concerns, and liaising with other departments.
Adaptability: The ability to adjust to changing situations and patient needs is essential in a dynamic healthcare environment.
Problem-Solving: Identifying and resolving issues quickly and effectively is important for maintaining smooth operations and patient satisfaction.
Attention to Detail: Precision in managing patient records, scheduling, and coordinating care helps prevent errors and enhances the quality of service.
Time Management: Efficiently managing time and tasks ensures that all patient needs are met promptly and the clinic operates smoothly.
Interpersonal Sensitivity: Being aware of and responsive to the needs and feelings of others fosters a supportive and collaborative work environment.
Organizational Skills: The ability to organize tasks and information effectively is key to handling the multifaceted responsibilities of the role.
Teamwork: Collaborating effectively with other staff members is essential for ensuring comprehensive care and enhancing clinic efficiency.
Cultural Competency: Understanding and respecting diverse patient backgrounds is important for providing inclusive and sensitive care.

Nice To Haves

Additional language skills in Spanish, Tagalog, or any Chinese languages are highly desirable but not mandatory.
A Bachelor's degree is preferred but not a requirement.
Relevant coursework or experience in healthcare administration, communication, or related fields can be beneficial.
Experience with Electronic Medical Records (EMR) systems is highly advantageous.

Responsibilities

Manage and optimize patient appointment scheduling.
Coordinate patient care plans and follow-up appointments.
Serve as the primary point of contact for patients, addressing inquiries and concerns.
Facilitate communication between patients, healthcare providers, and various departments.
Perform administrative tasks such as filing, data entry, and maintaining patient records.
Ensure accuracy and confidentiality in handling patient information.
Liaise with the billing department to ensure accurate patient billing and resolve billing issues.
Assist patients with insurance queries and documentation.
Collaborate with the marketing department on patient engagement and outreach initiatives.
Contribute to the development of marketing materials and strategies.
Advocate for patient needs and preferences throughout their treatment journey.
Provide patients with information and resources related to their care.
Work closely with other departments to streamline processes and enhance patient care.
Participate in team meetings and collaborative projects.
Schedule, reschedule, and confirm patient appointments.
Coordinate appointment times with therapists' availability and patient preferences.
Act as the first point of contact for patients, both in-person and via phone or email.
Provide patients with information about their appointments, treatments, and any necessary preparation.
Maintain accurate and up-to-date patient records, including personal details, treatment plans, and progress notes.
Ensure confidentiality and secure handling of patient information.
Liaise with the billing department to ensure correct patient billing.
Assist patients with billing inquiries and insurance claims.
Verify patients' insurance coverage and communicate any relevant information to patients and therapists.
Greet patients upon arrival and assist with check-in procedures.
Process check-out, including scheduling follow-up appointments and handling payments or billing inquiries.
Monitor patient flow in the clinic to minimize wait times and ensure a smooth transition between different stages of their visit.
Provide patients with educational materials related to their treatment.
Offer support and guidance, particularly to new patients, about clinic procedures and what to expect.
Communicate regularly with therapy and administrative staff to coordinate patient care.
Participate in team meetings to discuss patient cases, operational improvements, or other relevant topics.
Collect feedback from patients regarding their clinic experience.
Conduct follow-up communications as necessary for appointment reminders or additional information.
Undertake additional or unforeseen tasks consistent with the role's purpose.