Patient Care Coordinator
$37,440–$66,560 year
On-siteAuburn, Massachusetts, United States
Job Summary
Screen incoming patient inquiries via phone and MyChart, review charts to determine appropriate routing, and document all interactions in the electronic medical record. Schedule patients for medical procedures, tests, and ancillary services while collecting co-payments and managing prior authorizations, medication renewals, and referrals. Resolve patient complaints, deescalate difficult situations using active listening techniques, and refer complex issues to supervisors. Optimize clinic utilization by adhering to booking guidelines and update patient records with missing demographics or physician selections. Collaborate with interdisciplinary teams to address operational difficulties and participate in regional meetings to learn new workflows.
Required Qualifications
- High School Diploma/GED
- 1+ years of administrative experience in a healthcare setting
- 1+ years of EPIC experience (or similar EMR)
- Access to reliable transportation
- Regular, reliable and predictable attendance
- Ability to demonstrate full working knowledge of standard work, practices, procedures, and policies with the ability to use them in varied situations
- Ability to comprehend and communicate complex verbal information to medical center staff, patients, families, and external customers
- Ability to summarize and communicate moderately complex information in varied written formats to internal and external customers
- Ability to make decisions that are guided by general instructions and practices requiring some interpretation
- Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents
- Ability to work collaboratively with interdisciplinary teams of consisting of remote and onsite staff to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members
- Ability to remain calm in stressful situations
- Ability to effectively deescalate issues with upset patients
- Ability to use advanced listening techniques to understand the issue and give patients options as they are available to help resolve and ensure satisfaction
- Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving
- Must be able to lift 50 lbs
Desired Qualifications
- Intermediate level of computer proficiency including MS Word, Excel, Outlook and the ability to use multiple web applications
- Ability to work independently and maintain good judgment and accountability
- Demonstrated ability to work well with health care providers
- Strong organizational and time management skills
- Ability to multi-task and prioritize tasks to meet all deadlines
- Ability to work well under pressure in a fast-paced environment
- Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying information in a manner that others can understand, as well as ability to understand and interpret information from others
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