*** Onsite positions ***

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.  Spanish bilingual calls are required to effectively support our diver patient population.

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

•    Must be able to take Spanish-speaking calls and assist Spanish-speaking patients as part of regular responsibilities. Bilingual (English/Spanish) proficiency required.

•    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

•    Staff members may be monitored at any time during business calls without notification. SDMI management may listen in on conversations for training, monitoring and other legitimate business purposes

•    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

•    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.

•    Responds positively to changes in assignments and priorities

•    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. 

•    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.