What are the responsibilities and job description for the Patient Support Coordinator Lead position at InnovaCare Management Services Company, LLC?
Job Summary
The role of patient support coordinator is to provide excellent customer experience and customer service in a medical environment.
The Lead Patient Support Coordinator leads the way in demonstrating exceptional service to all patients and the clinic team. They also are responsible for ensuring patient support coordinators provide the most accurate information in the most efficient time.
Essential Job Functions
Demonstrate a positive attitude and creates good relationships with team, patients, and guests.
Oversee patient support coordinator target rates for inbound and outbound calls.
Confirm patient scheduling follows Best Practice Scheduling guidelines.
Review and follow-up on the accuracy of document conversations in patients’ electronic medical record.
Verify appropriate insurance(s) on patients, when appropriate.
Confirm all PSCs are providing updates that involve patient demographic information during each visit: Name, DOB, Phone Number, Insurance, Pharmacy.
Respect and always maintain privacy and dignity of patients’ information to assure client confidentiality.
Understand and follow the InnovaCare Code of Conduct, OSHA, and HIPAA guidelines.
Ensure that PSCs meet the performance and skill metrics.
Manage and oversee large amounts of calls in a timely manner.
Maintain communication scripts and ensure that they are used when handling various topics.
Identify and resolve issues by using active listening and problem-solving skills.
Maintain an organized and clean working environment.
Follow and help with the implementation of company work and safety procedures and policies.
Train PSCs on clinic policies, procedures, and practices.
Adhere to all HIPAA and confidentiality requirements.
Compete additional tasks as needed by management.
Able to perform all duties of the Patient Support Coordinator.
Minimum Required Education, Experience & Skills
Proven leadership ability and experience.
2-3 years of telemarketing, call center, or sales experience.
1-2 years of experience in a medical setting.
Bilingual in English/Spanish required.
High school diploma or GED equivalent.
Excellent customer service phone skills.
Effective written and oral communication skills. English required using the EMR.
Teamwork orientation.
Organized and ability to manage competing priorities.
Knowledge of medical terminology.
Expert in computer literacy in electronic health record systems and Microsoft Office.
Ability to navigate between multiple computer programs/screens while assisting patients on the phone.
Basic mathematical skills.
Ability to react calmly and effectively in emergency situations required.
Safe work practices in a clinic setting.
Preferred Education, Experience & Skills
Some college coursework preferred.
3-4 years in a medical/call center related customer service role.
Physical & Mental Requirements: (check all that apply)
- Required immunizations and vaccinations.
Ability to lift upwards of 50 pounds.
Ability to push or pull heavy objects using up to 100 pounds of force.
Ability to stand or sit for extended periods of time.
Ability to use fine motor skills to operate equipment and/or machinery.
Ability to properly drive and operate a company vehicle.
Ability to receive and comprehend instructions verbally and/or in writing.
Ability to use logical reasoning for simple and complex problem solving.
Occasionally requires exposure to communicable diseases or bodily fluids.
Ability to discriminate shades of color when reading a dipstick.
The information listed above is not comprehensive of all duties/responsibilities performed. This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.
