Patient Care Coordinator

Job Title: Patient Care Coordinator (PCC)

FLSA:   Non-Exempt

Reports To: Supervisor, Patient Care Coordinator AND Local OP Clinical Supervisor

Department: Outpatient

Summary: 

The Patient Care Coordinator (PCC) sets the stage for a smoothly executed patient experience within the Outpatient Psychiatric Clinic and works directly with patients, visitors, and clinic staff.  The PCC is responsible for greeting visitors and patients; determining the reason for the visit; securing up to date patient information and signatures on required documents; scheduling appointments; and establishing methods of payment for services. The PCC collects payments, handles incoming calls, and performs other office duties as directed. This position requires the ability to work in a fast-paced work environment, confidential handling of clinical and protected health information, high levels of organization, interpersonal skills, and professional attire. 

In addition to the details and requirements for the employee listed below, Laurel Life expects the employee to be committed to incorporating principles of trauma-informed care in all areas of service delivery. Commitment to these principles in trauma treatment will be required through attendance in training and the use of identified evidence-based practices. Trauma-informed care includes cultural sensitivity and emphasizes a safe and respectful environment for all clients and staff.

Duties and Responsibilities:

The Patient Care Coordinator should be prepared to perform the following duties and responsibilities:

• Customer Care ? answer the telephone, take messages, greet the public, answer inquiries in a professional manner and transfer to the supervisor and appropriate staff when necessary.
1. Greets visitors and patients in a friendly and professional manner.

  i.   Follow routine to greet and verify address, phone, insurance, and collect co-payment before the start of every appointment.

1. Eases any concerns or distress patients may exhibit. Directs questions they are unable to answer to OP Clinic Supervisor
2. Assist with collecting required documentation and by answering or seeking answers to questions patients may have.
3. Registers new patients and updates current patients in the Electronic Health Record (EHR) entering all required referral and demographic information into patient profile. Obtains required documentation;
4. Determines the patient's method of payment and secures insurance information, as needed.

  i.  Record changes in insurance coverage, when necessary.

  ii.  Ensure each card is scanned into the Electronic Health Record.

  iii.  Communicate with billing staff regarding any changes in insurance.

1. Asks, receives, and accounts for payments. Collect and accurately record monies due from the individuals we serve, including amounts required for co-pay, co-insurance, or deductible. Record payments accurately and store cash securely.
• Complies with HIPAA and privacy regulations. Efficient and accurate record-keeping of details related to individuals seeking counseling services.
1. Accurate data entry of protected health information into Electronic Health Record (EHR)
2. Maintain organized and complete patient health records
• Verifies patients' insurances
1. EVS eligibility verification services checks monthly
2. Monthly client list is referenced and checked on the EVS website
3. Results are copied from the EVS website and saved on server for each office
• Collects payments for visits and issues receipts to the patient; print patient insurance log from EHR; double checks co-pay logs
• Contacts referral sources and/or families to schedule an intake. 
• Checks the reminder call system for cancellations, checks and responds to voicemails and emails
• Marks appointment statuses appropriately dependent on clinic flow and calls patients daily to confirm, cancel, or reschedule appointments;
• Complies with agency policies and state and federal regulations governing confidential information, including HIPAA.
• Coordinates with Psychiatric Prescribers and OP supervisor on medication management questions, psychiatric scheduling and authorization of medication management refills.
• Prepares deposits and review with supervisor. Take deposits to the bank or designated staff.
• Fax using SFAX software, or mail Care Coordination's
• Scanning patient records and correspondence into the EHR system
• Prepping for Prescriber Day ? Email patients videoconference links for telehealth appointments. Print appointment schedule to include name, appointment time, and insurance. Checking consents for update, setting up the doctor room with any needed supplies, prepare documents that need reviewed/signed by patients or Prescriber.  
• Order and requisition office supplies as needed. 
• Demonstrates commitment to professional growth by attending all required meetings, training and organizational training. 
• Accepts professional responsibility and serves as a role model for positive, pro-social behavior; modeling the company's Core Values as well as displaying respect, responsibility, integrity, empathy, impulse control, emotional self-awareness, and professional boundaries. 
• Work as a positive team member supporting the company's Mission and goals, consistently working in a trusting and cooperative manner with fellow team members and supporting the program's common operating approach. Communicate effectively with team members. 
• Performs other duties as assigned by organizational leadership.

Educational Qualifications:

?  A minimum high school diploma is required.

?  Knowledge of clerical and behavioral health and insurance authorization processes is preferred. 

?  Knowledge about health insurance, pre-authorization, insurance verification, medical terminology, CPT codes and ICD-9 codes preferred

?  Medical Assistant or Nursing Assistant Certification Preferred.

Work Experience:

One year of experience providing customer service interactions with children, adolescents and their families in an office setting is preferred.

Skills:

• Excellent time management skills and ability to multi-task and prioritize work
• Empathetic with patient needs and concerns
• Ability to establish and maintain effective working relationships with patients, other employees, and the public.
• Must have excellent customer service skills
• Able to work in a fast-paced and demanding work environment
• Must have a team mentality, flexibility and willingness to learn
• The ability to communicate effectively, multi-task and work under pressure is the key to success in this position, which also requires attention to detail and a commitment to achieving consistent customer satisfaction.
• The ability to uphold HIPAA compliance is mandatory.
• Must exercise good judgment and discretion

Working Conditions:

General office setting. Some clientele may at times be verbally abusive or disrespectful.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties, and skills required or personnel so classified.

This job description is not intended to be a contract of employment with the employee. The employee covered by this job description is an at-will employee of Folium.