Patient Support Coordinator

InnovaCare Health is a dynamic physician lead healthcare provider pioneering change in value-based healthcare. We operate 40 clinics with 1,100 employees who share the mission, vision, and values that drive success in each of the communities we touch. Our goal isn’t just healthcare; it’s about promoting work-life balance and supporting the personal and professional goals of each employee to help them lead their best lives.

We are an organization strengthened by our diversity and inclusion. We strive to make an impact in the community through public health education, outreach, and our philanthropic endeavors that span beyond the doors of our facilities.

As we continue to grow, we want employees, like you, who value improving the lives of those they care for each day. #WeAreInnovaCare

Our practices offer: Women’s Health, Wellness, X-Ray/Ultrasound, Dental, Chiropractic, Urgent Care, Managed Care, and Workers Comp services

Job Summary

The Patient Support Coordinator provides excellent customer experience/ service in a medical environment.

Essential Job Functions

Demonstrates a positive attitude and creates good relationships with team, patients, and guests. Achieves 90% target for inbound and outbound calls. Schedules patients as trained per Best Practice Scheduling guidelines. Accurately documents conversations in patients’ electronic medical record. Verifies appropriate insurance(s) on patients, when appropriate. Confirms updates regarding patient demographic information during each visit: Name, DOB, Phone Number, Insurance. Respects and always maintains privacy and dignity of patients’ information to assure client confidentiality. Understands and follows the Code of Conduct, OSHA, and HIPAA guidelines. Meets the performance and skill metrics of the position, which are subject to change. Manages large amounts of calls in a timely manner. Follows communication ‘scripts’ when handling various topics. Identifies and resolves issues by using active listening and problem-solving skills. Understands disposition codes. Performs all other duties as assigned.

Minimum Required Education, Experience & Skills

• One year telemarketing, call center, or sales experience
• One year 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
• Teamwork orientation.
• Organized and ability to manage competing priorities.
• Knowledge of medical terminology.
• Expert in computer literacy in electronic health record.
• 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.
• Able to follow through with delegated tasks.

Preferred Education, Experience & Skills

• At least 3 years in a medical/call center related customer service role.

Physical & Mental Requirements: (check all that apply)

• Required immunizations and vaccinations.
• Ability to lift to 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 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.
• Occasional travel for clinic activities may be required (ex. InnovaCare meetings or training).

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.