Position Title: Patient Care Coordinator
Reports to: Patient Care Team Manager
Job Status:  Full-Time
FLSA Status:  Non-Exempt
Positions Supervised: None

Position Summary: A patient care coordinator is responsible for scheduling and interacting with patients via telephone. They perform an array of duties in order to take of each patient’s needs including documenting conversations, routing messages to the appropriate source, and updating patient information in the EMR system.

Essential Functions: To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

• Answer incoming calls from 20-line phone system and perform basic triage to ensure proper call routing
• Take average of 80-100 inbound calls per day
• Maintain low number of missed calls and zero bounced calls per day
• Maintain low unavailable time per day
• Properly utilize call wrap up feature
• Schedule new and existing patient appointments and tests
• Ensure data entered is accurate and thorough
• Index incoming faxes
• Handle incoming referrals
• Assist in disseminating medical records
• Handle incoming Triage situations
• Accurately chart information in EMR system
• Complete other duties as assigned

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability – Follows instructions, responds to management direction; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Able to read and interpret written information.
• Adaptability – Adapts to changes in the work environment; Manages competing demands; Change’s approach or method to best fit the situation.
• Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Follows through on commitments.

Education and Experience:

Required

• High school diploma or GED
• Ability to multi-task in a fast-paced high-pressure environment
• 3+ years customer service skills
• Knowledge of basic medical terminology
• Basic understanding of health insurance
• Intermediate computer skills
• Ability to sit for long periods of time
• Ability to be on the phone for 7+ hours per day

Preferred

• Experience with Allscripts EMR
• 1+ year experience in busy medical setting
• 1+ year multi-line phone experience
• 1+ year electronic medical records experience
• Specialty office and/or urology experience

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

Physical Demands:

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. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include Close vision and Distance vision. While performing the duties of this job, the employee is frequently required to stand; walk; sit and talk or hear.