Patient Care Coordinator

The Patient Care Coordinator is responsible for performing day-to-day administrative and general office duties to ensure efficient front desk and patient support operations. This role includes managing communication, facilitating patient flow, assisting with prior authorizations and billing, and providing exceptional customer service. Key tasks involve word processing, filing, faxing, data entry, and assisting with patient financial needs. The Patient Care Coordinator is a vital link between patients, clinical staff, and administrative teams.

Primary Responsibilities:

• Greet patients, clients, and visitors in a friendly and professional manner, determine the purpose of their visit, and direct them to the appropriate person or department.
• Promptly and professionally answer incoming telephone calls; route calls appropriately, offering voicemail, paging, or redirection as needed.
• Facilitate patient flow by monitoring waiting areas and promptly communicating delays to patients and clinical staff.
• Assist patients with check-in and check-out procedures, ensuring all necessary forms are completed accurately.
• Clearly explain financial requirements to patients or their responsible parties and collect co-pays or outstanding balances as required.
• Follow all clinic policies on safety and security, ensuring restricted areas remain secure by safeguarding keyless entry codes and computer system passwords in strict confidentiality.
• Contact employees to meet visitors and direct guests to appropriate waiting areas.
• Appropriately and courteously screen solicitors for relevance to the organization’s needs.
• Maintain a clean, organized reception area, patient waiting area, and office files.
• Monitor medical office supplies and inventory levels, place orders as needed, and oversee office equipment to ensure functionality.
• Collaborate with clinical staff to ensure accurate communication regarding patient care needs, scheduling, and follow-up.
• Perform additional duties as assigned to support clinic operations.

Key Attributes for Success:

• Strong communication and interpersonal skills to engage with patients, families, and clinical staff.
• Ability to manage multiple tasks efficiently in a fast-paced healthcare environment.
• Commitment to providing compassionate and professional customer service.
• Excellent organizational skills and attention to detail.

Education: High school diploma or equivalent.

Experience: One year of experience in customer service or reception, preferably in a medical office setting.

Knowledge:

• Knowledge of medical terminology and organization services.
• Knowledge of basic math and modern office procedures.

Skills:

• Ability to exercise a high degree of diplomacy and tact while multi-tasking, organizing and scheduling patients.
• Ability to use spreadsheets and word processing software.
• Ability to type a minimum of 45 WPM and operate a 10 key calculator by touch.
• Adequate hearing to answer phone and speak with patients.
• Ability to speak clearly and loudly enough to be heard by callers and patients.

Abilities:

• Ability to works well under pressure with minimal supervision.
• Ability to prevent, calm, and/or defuse irate callers and patients working with them to identify concerns and properly directs calls.
• Ability to competently use Microsoft Office, including Word, PowerPoint, Excel, and appropriate practice management software.

Equipment Operated: Standard office equipment including computers, fax machines, copiers, printers, telephones, etc.

Work Environment: Well-lighted medical office or reception area. Exposure to communicable diseases and other conditions related to clinic setting. Work may be stressful due to a busy office.

Mental/Physical Requirements: Must possess the physical and mental abilities to perform the tasks normally associated with a Receptionist involving sitting approximately 90% of the day with occasional standing, walking, reaching and lifting. Periodic stress occurs from handling many calls and dealing with patient requests.