Senior Patient Contact Coordinator

U. S. Digestive Health•Wyomissing, PA

2d•Onsite

About The Position

The Senior Patient Contact Coordinator serves as the primary point of contact for first-line Patient Contact Coordinators (PCCs) to field, screen, and resolve daily questions and issues before they are escalated to a Supervisor. This role provides direction on scheduling issues or conflicts to the PCCs, reviews the open appointment schedule daily to ensure schedules are filled to capacity as soon as possible, and becomes well-versed in company applications to ensure all appointments are scheduled appropriately. The Senior Patient Contact Coordinator also provides additional training to new call center representatives as designated by the Supervisor or Call Center Manager, participates in process improvement groups to assist in building a better patient experience, and can assist with handling and scheduling patient appointments and procedures when needed. This position is located at 1 Meridian Blvd in Wyomissing and is classified as Category III, with no occupational exposure to blood-borne pathogens. The role reports to an appropriate Supervisor and involves regular interaction with peers, employees in other departments, and provider offices. The ability to resolve conflict with patients and peers is essential.

Requirements

High School Diploma or GED Required
Call Center Experience Preferred/Customer Service Experience in a Call Center Preferred
Knowledge of (e.g. Medical terminology, CPT codes, ICD-10 codes)

Responsibilities

Provide daily oversight to PCC's for general inquiries
Resolve patient conflicts prior to seeking assistance from Team Lead
Provide direction and become subject matter expert on company app processes
Help develop cross functional team with other scheduling groups within the department
Identify areas of improvement on daily activities PCC's are involved with
Work closely with Team Lead to identify areas of additional training needs for new hires
When needed during peak phone times, schedule new/established patients for office visits/procedures
Assist with Patient Registration
Provide Excellent Customer Service to patients and peers
Complete other responsibilities and tasks as assigned