Patient Care Coordinator

Patient Care Coordinator Job Description

The Patient Care Coordinator is a pivotal member of the patient care team, responsible for managing, coordinating, and enhancing all aspects of patient care. This role requires a proactive, solution-oriented professional who can think strategically, solve problems effectively, and adapt to dynamic healthcare environments. The ideal candidate will possess exceptional organizational skills, attention to detail, and the ability to foster a positive and collaborative work environment while providing empathetic and professional communication with patients, families, and healthcare providers.

This position will report indirectly to the designated Case Manager for operational oversight and care coordination guidance.

Key Responsibilities

Patient Communication & Advocacy

Act as the primary point of contact for patients and families, addressing inquiries, scheduling needs, and concerns with professionalism and empathy.

Educate patients and families on care plans, treatment expectations, and follow-up processes to ensure they are informed and confident in their care.

Leverage conflict resolution skills to manage and resolve escalated patient concerns effectively and ensure satisfaction.

Maintain proactive communication with patients to anticipate needs and resolve issues before they escalate.

Care Coordination

Manage and schedule all patient appointments, including laboratory tests, specialist consultations, and follow-up care.

Oversee care plans for hospitalized patients, ensuring continuity of care and timely follow-ups upon discharge.

Coordinate referrals, authorizations, and insurance approvals to remove barriers to care.

Collaborate with the designated Case Manager to ensure seamless transitions across different levels of care.

Strategic Problem-Solving & Process Improvement

Analyze care coordination challenges and develop strategic solutions to optimize patient care workflows.

Identify inefficiencies in scheduling, communication, or service delivery, and implement process improvements.

Think critically and strategically about potential barriers to care, creating actionable plans to address them.

Collaborate with team leaders to develop systems that enhance patient satisfaction and operational efficiency.

Call Center Support & Administrative Excellence

Utilize call center experience to handle a high volume of patient inquiries professionally and efficiently, ensuring prompt and accurate responses.

Maintain accurate, up-to-date electronic health records (EHR) in compliance with HIPAA and company policies.

Monitor and resolve scheduling conflicts, escalating complex issues to Case Managers or leadership when necessary.

Track and complete all required documentation, including patient interactions, referrals, and authorizations, in a timely and thorough manner.

Collaboration & Teamwork

Build strong working relationships with physicians, Case Managers, and other healthcare professionals to align on patient care goals.

Act as a bridge between healthcare teams and patients, ensuring clear communication and follow-through on all care plans.

Foster a positive and collaborative work environment by encouraging teamwork, mutual respect, and shared accountability among colleagues.

Participate in team meetings, training sessions, and continuous quality improvement initiatives.

Required Qualifications

Education

Medical Assistant (MA) certification (required).

Bachelor’s degree in healthcare, administration, or a related field (preferred).

Experience

A minimum of 1 year of experience in a clinical, care coordination, or administrative healthcare role.

Call center experience , preferably in a healthcare setting, with demonstrated ability to handle a high volume of inquiries effectively.

Proven ability to handle complex scheduling, referrals, and authorizations.

Familiarity with electronic health records (EHR) systems and scheduling software (preferred).

Skills & Competencies

Conflict Resolution & Customer Service : Proven ability to manage patient concerns with professionalism, empathy, and efficiency to ensure a positive outcome.

Problem-Solving & Strategic Thinking : Ability to analyze challenges, identify solutions, and implement strategic improvements in care coordination and operational workflows.

Organization & Attention to Detail : Exceptional ability to manage multiple priorities, track tasks, and ensure accurate documentation.

Communication & Interpersonal Skills : Strong verbal and written communication skills, with the ability to handle sensitive conversations with patients and families compassionately.

Collaboration & Leadership : Demonstrated ability to work effectively in a multidisciplinary team and foster a positive, collaborative work environment.

Technology Proficiency : Experience with Microsoft Office Suite (Word, Excel, Outlook) and healthcare technologies, with the ability to learn new systems quickly.

Technology Requirements

Proficiency in electronic health records (EHR) and scheduling software.

Competence in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

The organization provides training and support for new or updated technologies to ensure team members are equipped to perform their roles effectively.

Physical and Cognitive Requirements

The physical and cognitive requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations will be provided to qualified individuals with disabilities to enable them to perform these essential functions.

Physical Stamina : Ability to sit, stand, or walk for extended periods throughout the workday while maintaining focus and productivity.

Manual Dexterity : Proficiency in operating office equipment, including computers, telephones, filing systems, and other standard tools required for administrative and care coordination tasks.

Typing Speed : Ability to type accurately at a minimum speed of 50 words per minute (WPM) for efficient data entry and documentation in electronic health records (EHR) systems.

Visual and Auditory Acuity : Ability to clearly see and interpret electronic data, printed documents, and medical records while maintaining clear communication with patients and team members over the phone or in person.

Fine Motor Skills : Frequent use of fine motor skills for typing, using a mouse, filing, and handling paperwork or other detailed tasks requiring precise hand-eye coordination.

Strength : Occasional lifting of up to 15 pounds for handling office supplies, files, and other equipment as needed.

Cognitive Focus : Capacity to concentrate on detailed tasks, including reviewing medical records, inputting data, and resolving scheduling conflicts, while adhering to HIPAA and organizational policies.

Adaptability : Ability to adapt to changing priorities and handle multiple tasks simultaneously in a fast-paced environment, including responding to urgent patient or team needs.

Technology Use : This role requires frequent use of electronic health records (EHR) systems, scheduling software, and multitasking between multiple computer screens. Proficiency in using standard office software (Microsoft Office Suite, email platforms) is essential, as well as the ability to navigate and communicate effectively via platforms such as Slack , Microsoft Teams , or other organizational messaging tools.

Auditory and Speech Requirements : Clear hearing and the ability to articulate speech effectively for patient interactions, both over the phone and in person. Assistive devices or accommodations will be provided as needed to meet these functions.

Work Environment : This role primarily operates in an office-based setting with standard office equipment. Occasionally, remote work or telephonic coordination may be required based on organizational needs. The environment may involve moderate noise levels and frequent interactions with patients or colleagues via phone, email, or messaging platforms.

Equal Employment Opportunity and Workplace Accommodations

Omni Wound Physicians (OWP) is an equal opportunity employer committed to fostering an inclusive, diverse workplace. We comply with all applicable federal, state, and local laws regarding equal employment.

If you require a reasonable workplace accommodation to perform the essential functions of this role, you are required to submit a formal request by emailing both your immediate manager and HR@OmniWoundPhysicians.com . Your request must include a valid medical certification that outlines applicable work restrictions or adjustments the company may need to consider. All requests will be reviewed in compliance with applicable laws, and the organization will work collaboratively to determine reasonable accommodations.

Disclaimer

This job description is intended to describe the general nature and level of work being performed by individuals in this role. It is not all-inclusive and is subject to change with or without notice. Additional duties and responsibilities may be assigned within reason, and employees are expected to perform other tasks as directed by management to meet organizational needs.