Patient Care Coordinator - Physician Office (Full Time, Days)

Job Summary

Creates a seamless, supportive experience for patients and families by providing concierge-level scheduling and care coordination across the health system. Serves as a vital link between referring providers, patients, families, and internal teams to ensure timely access to the right care at Nicklaus Children's. 

Job Specific Duties

• Coordinates and processes patient referrals to completion with precision, detail and accuracy.
• Schedules patients and notifies them of appointment information, including date, time, location, etc.
• Communicates effectively physician/clinician needs or outstanding items regarding patients.
• Assists with obtaining relevant medical records and documentation for NCHS visit.
• Accommodates high priority patient needs.
• Addresses referral requests via all modalities (phone, email, workqueues, etc.) within 48 hours of receipts.
• Provides extraordinary customer service to all internal and external customers.
• Verifies third-party payer information via web, EMR, or telephone and seeks appropriate authorization and /or referral for physician and hospital services as needed. Uploads referral and authorization documentation to the encounter.
• Communicates with departments, leaders, or peers if any issues and questions arise or to accommodate any special need for patients.
• Responsible for scheduling minimum number of appointments set by leader as determined by volume.
• Participates in process improvement activities to continually improve the program and services we offer.

Minimum Job Requirements

• 1-3 years of customer service and/or healthcare experience

Knowledge, Skills, and Abilities

• Knowledge of medical terminology, CPT, HCPCS and ICD coding preferred.
• Ability to comprehend and discuss patient's medical care with physicians, nurses and other healthcare professionals in order to assess patient needs.
• Ability to communicate effectively, both orally and in writing.
• Detail-oriented and committed to ensuring accuracy in documentation and patient information.
• Ability to multi-task and be open to cross-functionally training in referrals duties.
• Able to exercise proper phone etiquette and can navigate proficiently through computer software systems including electronic medical records, microsoft office tools (Teams, Word, Excel, Outlook, etc.), and other tools.
• Team-oriented and works extremely well with patients, colleagues, physicians and other personnel in a professional and courteous manner.
• Exceptional organizational skills with the ability to effectively prioritize and timely complete tasks.
• Ability to resolve conflicts/and or negotiate with others to achieve positive results and make appropriate judgments to resolve issue proactively and independently.
• Ability to work well in a complex environment with the skills to establish priorities, set objectives, and achieve goals.
• Ability to maintain confidentiality of sensitive information.
• Ability to establish necessary relationships and interact effectively with internal and external customers.
• Proficiency in using healthcare information systems and electronic medical records.
• Able to manage sensitive, difficult, or emotionally charged patient and family situations with empathy, professionalism, discretion, and composure.