Job purpose
An exceptionally detail oriented Customer Service professional that performs a variety of tasks for MiCARE. The Patient Coordinator is usually the first to contact the patient via telephone to schedule the requested orders/appointments sent to MiCARE through the Case Manger by Attorneys, Chiropractors, and other treating physicians. Additionally, the Patient Coordinator provides assistance to the Case Manager with any needs that may arise.
Duties and responsibilities
The Patient Coordinator will be responsible for working closely with the Case Managers in order to coordinate and schedule the requested orders sent to MiCARE from chiropractors and other treating physicians. The position entails extensive contact with the patients and the medical community within the medical network of MiCARE. Must be able to gather, analyze and examine information and documents and manage a high-volume case load. Must be able to multi-task, prioritize and demonstrate acute attention to detail. Excellent Customer Service and organizational, written, telephone and communication skills are essential. Must be a team player and able to function in a fast-paced, high volume work environment.
Primary responsibilities will include Scheduling appointments: Contacting patients, medical providers and documenting the details of each appointment.
Maintain and develop a computerized customer and client database, ensuring that appointments and notes are accurately and completely entered to the MiCARE system.
Ensuring that cases are underwritten and reviewed by the Case Managers prior to scheduling appointments.
Must have the ability to exercise a high degree of diplomacy and tact in all interactions.
Excellent customer services and interpersonal communication skills; cultural sensitivity and demonstrated ability to work with diverse ethnic and cultural groups.
Call and message patients to remind them of their upcoming appointments, as well as provide them with the details of the appointment: Date, time, name of provider, address, etc.
Call providers following scheduled appointments to verify that patients made it to their scheduled appointments and change the status of those appointments accordingly: Completed, Canceled, Rescheduled, Missed.
Develop and nurture strong customer relationships with the referring physicians and the medical providers.
Resolve customer service issues in a knowledgeable and friendly way – think outside the box!
Ensure customer satisfaction is delivered, even under the most difficult circumstances.
Perform other related duties as assigned by the Vice-President of Operations or the Regional Underwriting Director.
Skills
Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards.
Strong attention to detail with the ability to work quickly and accurately in a fast-paced environment.
Excellent customer service skills – knows how to service an account, how to build relationships with customers, providers and patients.
Strong written skills with proper grammar, spelling and punctuation to document Notes in Case Profiles, communicate with professionals (attorneys, physicians and providers, etc.) via eMails, faxes, and outgoing letters.
Able to handle up to 15+ phone calls/hour while multi-tasking on computer.
Candidate is a good team player, gets along with others, etc.
Works at high volume capacity with both speed and accuracy.
Candidate can problem solve independently.
Eager to learn, flexible about how the position may evolve, looking for opportunity to grow in skills and experience.
High competence and experience with Microsoft Word and Excel.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications listed below are representative of the knowledge, skill and/or ability required.
Qualifications include:
Fluent both in English and Spanish
Candidate should have at least a high school Diploma, preferably an associate’s degree or 5+ years of experience as a Medical Scheduler
5+ years Customer Service Experience
Medical background could be helpful
Experience or knowledge of the legal claim management for Personal Injury victims could be helpful
Working conditions
The Patient Coordinator position operates in a professional office setting. Weekly schedule: Monday through Friday from 8:30 am to 5:00 pm.
Physical requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to be seated at a desk for long periods of time, while managing patient records, scheduling appointments, and answering calls. The role also requires frequent use of computers, phones, and other office equipment, which demands good manual dexterity and hand-eye coordination. The employee is occasionally required to stand, walk, stoop, kneel, crouch, talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job