Lowell Community Health Center (Lowell CHC) is a diverse, community-based health care organization. Our programs have been recognized as national models and LCHC was named one of the top five health centers in the nation for excellence in cultural competency. With a career at Lowell Community Health Center, you will be joining a dynamic team of passionate and talented people.

Summary

The Patient Care Coordinator (PCC) plays a critical role in providing exceptional customer service to our patients by being one of the first points of contact. We are looking for a friendly and enthusiastic candidate who can join our dynamic team and help ensure that our patients have a seamless experience from the moment they first contact us. In this on-site, patient-facing role, the PCC will be responsible for an array of front desk functions for patients receiving services at Lowell CHC. The PCC will provide support, education, and guidance on the healthcare process, register members with accuracy and efficiency, check out and schedule appointments and provide patients with information regarding their rights and responsibilities. The PCC will also collaborate with other members of the healthcare team to provide personalized care to each member.

Essential Duties and Responsibilities

• Ability to welcome patients and visitors in a friendly and courteous manner and provide direction and assistance as needed.
• Gathers and enters demographic information including insurance, financial and communication preferences according to established protocol.
• Alerts clinical staff to patient’s arrival (including walk-in patients) according to practice protocol.
• Oversees reception area, ensuring that potential delays are communicated to patients and ensuring that the area is neat and orderly.
• Scheduling, canceling, rescheduling or reassigning of appointments as needed.
• Practices proper telephone technique and etiquette according to Lowell CHC protocol.
• Assists with patient’s requests and with completion of required forms and necessary information.
• Educates patients about their rights, responsibilities, and health center services.
• Verifies and updates insurance coverage and connects patients with health benefits as needed.
• Completes pre-registration tasks, system work queues, and financial requests to ensure a smooth revenue cycle process.
• Promotes the patient portal and enrolls patients.
• Processes credit card payments, records transactions, and completes end-of-day cashiering duties.
• Maintaining patient confidentiality and upholding privacy and dignity standards.
• Always providing courteous, friendly, efficient, and professional customer service.
• Staying informed on registration policies and procedures to ensure accuracy and compliance.
• Performs a variety of clerical duties.

Basic or Preferred Qualifications

• Graduation equivalent to the completion of high school
• At least one- year experience in a customer service-related position, preferably in a health care setting.
• Experience with Electronic Medical Records is strongly preferred.
• Excellent interpersonal and communication skills.
• Strong customer service skills, including empathy, active listening, and the ability to work well with others.
• Ability to work independently and as part of a team.
• Excellent written and verbal communication skills.
• Cultural sensitivity and understanding of multi-cultural perspectives, beliefs, and practices.
• Detail-oriented, with the ability to multi-task in a fast-paced environment.
• Proficient in data entry, computer, and phone skills.

Responsibility, Skills, and Difficulty of Work:

• Recognizes the needs and concerns of people within their cultural framework and maintains constructive relationships in dealing with them.
• Understands the Center’s relationship with the community and maintains a positive image and relationship.
• Maintains strict confidentiality / HIPAA compliant.
• Maintains open communication with the Physicians, Therapists / Clinicians, Nurse Practitioners, Nurse Manager, and other staff.
• Coordinates care of patient, referring to appropriate community resources.
• Works independently in the absence of supervision.
• Self-motivated and flexible to daily patient schedule/and or center needs.

Work Environment:

Frequent contact with patients, families, visitors, nurses and other department staff. Occasional requests to change work areas to cover another priority area to meet patient needs. Occasional stress and pressure caused by multiple simultaneous demands. May be exposed to various infectious diseases. Universal precautions and techniques are included in orientation and the availability of protective wear is supported and encouraged when the employee is at risk for exposure.

Lowell Community Health Center is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.