Bilingual Patient Care Coordinator

SUMMARY:

The Patient Care Coordinator works in a call center environment, promptly answering calls using positive, clear communication to provide patient-focused service and a positive impression of the organization. Assists callers with appointment scheduling, obtain patient demographics, insurance and financial information. Process incoming referrals, verifying benefits, eligibility and authorization for both new and established patients. Coordinate and respond to patients and referring providers concerns in a timely manner and ensure patient satisfaction. Execute outbound calls or electronic task to assist with providing outpatient radiology related services.  

MINIMUM SKILLS, ABILITY AND REQUIREMENTS:

·         High School graduate or equivalent with 6-month experience as a medical receptionist or related experience. Medical or business office education or training preferred.

·         One (1) or more years’ experience working in a call center required with healthcare call center experience preferred

·         Knowledge of medical terminology, ICD10, CPT coding and procedures

·         Knowledge of basic insurance guidelines within the last two years 

·         Working knowledge of computers, internet access and the ability to navigate within an automated systems and a variety of software packages and type a preferred 45 WPM 

·         Experience with customer service and multi-line phones.

·         Answers a minimum but not limited to 60 calls per day resolving moderate to complex issues 

·         Handle all calls and referrals, in accordance with organization-identified metrics for productivity and desired service levels

·         Ability to triage patient, accurately schedule them based on defined appointment booking protocols or navigate patient to the correct area of care for handling 

·         Receive and process expedite, stat referral status

·         Takes ownership of all scheduled appointments and prioritize responsibilities 

·         Skill to pay attention to details and accuracy in completing tasks

·         Process and resolve expedited patient complaints. Escalate immediately as needed

·         Proactive response to inquiries from patients, referring provider and internal medical personnel

·         Effectively process calls in a systematic and organized manner following the scripts, policies and procedures

·         Promptly answers and screens incoming calls, with appropriate escalation as needed

·         Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with internal and external callers 

·         Ability to work later shift and weekends as necessary to support the operations of the Call Center 

·         Superior ability to effectively communicate at all levels of the patient/customer interaction to include both verbally and in writing to provide a concierge level of service

·         Must be highly organized, able to managed multiple responsibilities and work on various assignments simultaneously

·         Ability to communicate tactfully with department heads, managers, coworkers and referring providers to resolve problems and negotiate resolutions

·         Must be able to recognize and respond appropriately to urgent / emergent situations per protocols.

·         Effectively cope with typical job stress.

·         Must be able to act calmly and effectively in a busy or stressful situation.

·         Ability to communicate effectively in the English language in person, by phone and in writing.

·         Responds positively to changes in assignments and priorities

·         Knows and follows all SDMI safety and evacuation guidelines, policies and procedures.

·         Willingly participates in cross-training activities within the department in for own professional growth in order to contribute to the overall function of SDMI.

·         Assumes responsibility for updating knowledge of current SDMI department policies and procedures, protocol and practices. 

·         Any employee who discovers, is directly involved in or is responding to an event/occurrence/risk is required to complete or direct the completion of an occurrence report within 24 hours of event/occurrence/risk.

·         My job performance, including current competencies will be reviewed by my supervisor on a periodic basis. If my job performance/ current competencies are not (or continue to not be) at required level this could result in additional training and/or disciplinary action.

·         Demonstrates punctuality by reporting to work on time/satisfactory attendance record that complies with SDMI attendance policy.

·         Takes full responsibility for all functions within job description and assures that all functions are completed before leaving SDMI at the end of the shift.  

·         Other duties as assigned.

All Employees agree to comply with all privacy and security standards as set out by the Health Insurance Portability and Accountability Act of 1996 (HIPAA) as outlined by my employer. I will make every effort to protect our patient’s health information and confidentiality as well as abide by all aspect of Public Law 104-191. I will treat all information received in the course of my employment with SDMI, which relates to the patients of the provider, as confidential and privileged information and will not disclose information regarding SDMI’s patients to any person or entity, other than as necessary to perform my job, and as permitted under SDMI’s HIPAA policies. I will safeguard my computer password and will not post it in a public place, such as the computer monitor or a place where it will be easily lost, such as on my nametag. (initials _____)

THE ESSENTIAL ELEMENTS OF THE POSITION REFLECT THE MAJOR DUTIES CONSIDERED NECESSARY TO DESCRIBE PRINCIPAL FUNCTIONS OF THE POSTION AND SHALL NOT BE CONSTRUED AS A DETAILED DESCRIPTION OF ALL OF THE WORK REQUIREMENTS THAT MAY BE INHERET IN THE POSITION.

STEINBERG DIAGNOTIC MEDICAL IMAGING EXPRESSLY RESERVES THE RIGHT TO CHANGE, MODIFY OR AMEND THIS JOB DESCRIPTION AT ANY TIME.

I acknowledge and understand that: 

Receipt of the job description does not imply nor create a promise of employment, nor an employment contract of any kind, and that my employment is at-will. 

I know of no limitations which would prevent me from performing these functions with or without accommodation. I further understand that it is my responsibility to inform my supervisor at any time that I am unable to perform these functions. 

Job duties, tasks, work hours and work requirements may be changed at any time. 

Acceptable job performance includes completion of the job responsibilities as well as compliance with the policies, procedures, rules and regulations of Steinberg Diagnostic Medical Imaging. 

I must pass a background check and no CMS disqualifying events.

I have read and understand this job description. 

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Print Name/ Employee Signature 

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Date: