Patient Care Coordinator - Kaneohe

Fukuji & Lum Physical Therapy, a 29-year-old Outpatient Physical Therapy business whose purpose is to improve lives from first to last breath.

We specialize in Outpatient Physical Therapy, our sweet spot. If you want to belong to a team that emphasizes the patient experience, this company’s a great fit for you.

You will love it here if you embody these Core Values:

• Are good at Nurturing Relationships
• Have a Heart to Serve
• Practice Ho’ohanohano
• Want to Elevate the Profession
• Are Competitively fun
• Want to Love and Grow as family

Responsibilities:

The Patient Care Coordinator (PCC) reports to the FO Director. As part of the Fukuji & Lum Ohana, the PCC performs all of the Medical Receptionist Roles and serves as the liaison between the Front Office and the Back Office to ensure exceptional patient care. The PCC has a deeper knowledge of insurance and billing and requires 2 years of experience in a medical setting.

Roles

• Continuous Open and Honest Communication with FO Director
• Expert in all FO Policies and Procedures
• Customer service conflict resolution
• Back Office Liaison
• Revenue Cycle Management

Continuous Open and Honest Communication with FO Director

• Provide transparent feedback, both good and bad, to the FO Director so that both know what is happening within the department. This will promote faster decision making, improved transparency, and better 1:3:1 recommendations as we grow
• Attend weekly 1:1s with the FO Director to address issues and ensure open communication
• Attend weekly FO meetings, if you are off the day of the meeting, reach out to the FO Director for updates
• Bring issues forward immediately in order to discuss and solve in a timely manner
• Be open to quick bursts and other EOS tools used by the FO Director

Expert in all FO Policies and Procedures:

• Performs all Roles within the
• Serves as the first point of communication for questions posed by the Medical Receptionists in regards to Front Office policies and procedures
• Serves as the first point of communication for questions posed by the clinicians and Clinic Directors in regards to Front Office policies and procedures
• Assists with training of the Medical Receptionists
• Assists FO Director with maintenance and updates of the Front Office Playbook

Customer Service Conflict Resolution:

• Work to resolve issues, complaints, and feedback brought forth in person, over the phone and via email
• Communicate all issues, complaints, and feedback to Front Office Director and Marketing
• Work with the clinical staff to resolve scheduling issues
• Update the FO Playbook with new policies or procedures resulting from conflict resolution

Back Office Liaison:

• Work closely with the Clinic Director to ensure optimal clinic flow from patient check-in to patient check-out
• Be present in all clinic morning huddles
• Review the detailed day sheet
• Answer questions about prescription and/or eligibility issues for the day
• Actively listen and work to resolve updates and/or concerns brought forward from the Back Office
• Review outstanding balances
• Provide Front Office updates and/or concerns
• Enforce scheduling rules
• Work with Clinic Director to ensure all FO staff has uninterrupted time to complete priority tasks
• Communicate Back Office concerns to Front Office Director
• Communicate Front Office concerns to Front Office Director

Revenue Cycle Management:

• Professionally and positively interact with fellow F&L employees, Doctors, Adjusters, Nurse Case Managers, Attorneys and any other parties involved in the patient’s care
• Expert in the different types of insurance plans accepted
• Monitor Prompt Dashboard Eligibility Tool to submit authorization requests daily
• Complete Chart Preparation for the following day
• Call to confirm new patients
• Ensure there are no insurance or payment conflicts
• Cancel patients who do not have valid authorizations or prescriptions
• Flag upcoming appointment if HMSA authorization is needed
• Submit all Treatment Plan requests in accordance with payer rules
• Follow-up with Treatment Plan requests daily
• Submit retro-authorization requests as needed
• Work with Remote PCC’s to resolve any Treatment Plan or eligibility issues
• Answer level 2 billing questions from clinical staff, medical receptionists, and patients
• Understand and explain outstanding balances
• Understand and explain patient statements
• Understand and explain what is covered by insurance
• Understand and explain Coordination of Benefits issues
• Recognize when someone needs a payment plan and connect the patient to CFO
• Assist the CFO with investigating and resolving billing issues due to insurance eligibility issues that require patient action on claims
• Maintain clinic petty cash and receipt log and reconcile with CFO every two weeks

The WORC Clinic is open Monday through Friday and your hours would be 7:15am to 4:15pm.

Joining our compassionate team means becoming part of a close-knit group of professionals who are dedicated to providing exceptional care to our patients. We offer a supportive work environment, opportunities for growth, and a chance to make a meaningful difference in people's lives.

If you are enthusiastic, caring, and share our values, we would love to hear from you. Please submit your resume and a cover letter or URL to a YouTube video highlighting why you would be a great fit for our team. We look forward to reviewing your application and potentially welcoming you aboard as our new PCC!

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Medical Specialty:

• Physical & Rehabilitation Medicine

Schedule:

• 5x8
• Day shift
• No nights

Work Location: In person

Salary : $20 - $25