Patient Care Coordinator

Description

POSITION SUMMARY

The Patient Care Coordinator (PCC) provides exceptional customer service and support our client’s recovery and the financial goals of the company through schedule optimization and promotion of cash-based products and services. 

Key Performance Indicators

1. Net Promoter Score - > 85 out of 100
2. % Arrival - 88% or greater 

ORGANIZATIONAL VALUES

Personal Growth

Intentional effort to improve personal habits, behaviors, actions, and reactions. Examples include completing an advanced certification, provide an in-service for staff, launch a niche program, or develop a referral relationship. 

Accountability 

Takes accountability for actions and results. Follows through on actions without being reminded. Takes ownership for key performance indicators and is accountable for improvement. 

Leadership & Teamwork

Leads by example regardless of position. Actively works to eliminate barriers to achieve company goals. Proactively assists in the development of the team. Provides solutions rather than criticism.  

POSITION RESPONSIBILITIES – ESSENTIAL

This list of tasks is illustrative only and is not a comprehensive listing of all functions and tasks performed by position.

The Client Experience à Cultivate and maintain positive relationships with our clients, therapists, referring offices, and fellow employees.

• Greeting clients and visitors as they arrive with a smile, remembering their name if they are a returning patient or caregiver.
• Anticipating client and caregiver needs, asking if you can get them anything prior to their appointment. 
• Confirm the patient’s schedule and the therapist they will be working with that day.
• Assisting patients with confirmation of their return transportation as able.
• Demonstrate active listening behaviors when receiving patient complaints or concerns.
• Demonstrate to “go the extra mile” to help resolve a patient’s concerns.
• Reassuring patient’s they are scheduled with an excellent therapist who understands their condition and who can help them recover. 

Schedule management à Supports the clinical and financial goals of the practice by optimizing facilitating operations through maximizing the number of schedule appointments and reducing cancellations and no shows. Specific include the following: 

• In conjunction with the scheduling manager, ensures new clients are schedule for their prescribed plan of care.
• Attempts to resolve client concerns who request to cancel their appointment.
• Collects the cancellation fee for clients who cancel their appointment within 24 hours of their scheduled appointment.
• Communicates regularly with therapist when clients are regularly missing or arriving late to appointments.
• Constantly works to fill open appointment slots as they become available throughout the day
• Manages upcoming (1-4 weeks) unfilled appointment slots to support optimal patient recovery and to meet financial goals of the company.
• Supports therapist through communication of important visit types (i.e. progress note required, authorization expiring, etc.)

Financial – Responsible timely receipt of patient deductibles, co-payments, and fees for cash services. Additionally, promotes the sale of products (NMES units, Heart Rate monitors, etc) and services (wellness packages, out of network clients, uninsured clients).  

• Collects all copayments and deductibles at the time of the appointment.
• Ensures the patient’s payment information is on file for efficient processing of patient copayments, deductibles, and late fees.
• Promotes our services to prospective out of network and uninsured clients.
• Verifies the patient’s third-party payer information has been entered appropriately and that any changes to the patient’s insurance has been communicated to the company’s onboarding team. 

Requirements

ESSENTIAL SKILLS AND EXPERIENCE

1. High School Diploma or equivalent
2. Working knowledge of Medicare and Medicaid regulations, insurance terminology, billing, charges, and collections
3. Ability to multi-task in a fast-paced work environment
4. Proficient with Microsoft Office software – Word, Excel, Outlook
5. Track record of exceptional customer service
6. Front Desk experience in a health care setting preferred.  
7. Demonstrates a high level of customer service and interpersonal communication skills.
8. Ability to quickly adapt to new work environments and personnel.