Overview

Cano Health fosters a culture driven by providing superior primary care services in the communities we serve, while forming lifelong bonds with our members. Guided by our mission to improve the health, wellness, and quality of life of our patients, Cano Health continues to work towards making a difference in primary healthcare.

At Cano Health, our cultural attributes are to be patient centered, service focused, results oriented, trustworthy, transparent, and to continuously improve. Join our collaborative team, dedicated to the pursuit of excellence in health and wellness.

Cano Health offers competitive salaries, medical, dental & vision insurance, employee mental health program, paid time off, paid holidays, 401(k) with employer match, employee stock purchase program, tuition reimbursement and much more.

The Patient Services Coordinator is an extension of the Cano Centers Front Desk workforce and as such is responsible for answering inbound/ outbound calls, making use of company policies to obtain First Call Resolution on every call, with emphasis on patient centered, service focused, results oriented and trustworthy communication. This role is often the first point of contact for customers’ and patient issues and is required to have a commitment to customer/patient satisfaction and an ability to make quick and accurate decisions. The Patient Services Coordinator is here in support and to promote the Cano Health mission of delivering the best medical and dental care.

Responsibilities

· Answer incoming customer /patient phone calls with member advocacy at the forefront and considering metric guidance to ensure our resources are equally available to all Cano patients.

· Making and confirming patient medical and transportation appointments in eCW and Shurpa

· Maintain customer/patient satisfaction ratings based on explicit criteria set forth by the company

· Take a minimum amount of inbound calls as specified below, to include any corresponding outbound calling that may be required to address the inbound call:

o First 6 months minimum of 45 calls (10 mins per call)

o 6 months to 1 year 50 calls (9 mins per call)

o 1 year to 2 years 55 calls (8.18 calls)

o 3 or more years 60 calls (7.5 calls)

· Must maintain an Occupancy rate of 85% or greater (Ada recommends 88%)

· Must adhere to the department’s most updated adherence/attendance policy

· Must obtain a minimum of 90% in Quality Assurance Observation (Ada recommends 95%)

· Company and government compliant documentation is required. Responds to emergency care, urgent care, or medical advice via the appropriate channels and by following the corresponding protocols. Patient Safety is first.

· Attend and actively engage in all mandatory training sessions to stay updated on services or company policy changes

· All process and routing protocols must be adhered to consistently and routinely

Qualifications

· Required: High school diploma or GED.

· Experience with technology and the ability to function in multiple software applications. , and

· Must be able to speak, read and write English and Spanish

· Preferred but not required: Previous experience in a physician’s office, clinic, or hospital processing referrals.

· Medical terminology knowledge.

Cano Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.