Patient Care Coordinator II

The Patient Care Coordinator II manages complex patient cases and coordinates communication between patients, families, attorneys, and healthcare providers. The role ensures high-quality care through close collaboration with clinical teams while safeguarding patient information. Additionally, the Patient Care Coordinator II resolves escalated issues and drives improvements in patient services. 

What you will do:

• Handle a high volume of emails from attorneys, nurse case managers, adjusters, and other stakeholders efficiently and professionally.
• Oversee all aspects of patient care, including managing complex cases and ensuring seamless coordination.
• Communicate with different departments to ensure patients receive appropriate and timely treatment.
• Answer incoming calls from patients, attorneys, and other stakeholders, providing accurate and helpful information.
• Collaborate closely with the provider relations team to escalate issues raised by attorneys and adjusters Conduct outbound calls to patients, attorneys, adjusters, and nurse case managers as needed.
• Manage escalations from Tier 1 and Tier 2 support, resolving issues promptly and effectively.
• De-escalate situations involving highly dissatisfied callers, offering advanced assistance and support.
• Identify complex caller concerns, determine the appropriate course of action, and resolve issues promptly.
• Resolve problem tickets and provide detailed feedback to management for continuous improvement.
• Perform complex analytical data entry tasks with precision.
• Enter documents, correspondence, and determination letters into the EMR system accurately.
• Manage patient accounts confidentially, including those with complex needs.
• Maintain confidentiality regarding patient personal information at all times.
• Read and understand complex medical documents, clinical notes, and referrals.
• Follow guidelines for special request procedures and coordinate accordingly.
• Optimize communication flow with clinical staff, especially in complex situations, to ensure efficient patient care.
• Use Zendesk to track and complete tasks within the desired deadlines.
• Manage traffic control tickets and reroute them to different departments within Boomerang Healthcare. Maintain positive relationships with patients, peers, carriers, and stakeholders.
• Work with the leadership team to identify and implement solutions for process gaps, ensuring company expectations and goals are met.
• Possess knowledge of the California Workers’ Compensation labor code and apply it appropriately in patient care coordination.
• Assumes other responsibilities as appropriate to the position and organizational needs
  
  

Qualifications:

• High school diploma or GED
• Requirement: Must be a Patient Care Coordinator for a minimum of 6 months
• Customer service: 1 year (Preferred)
• Medical office: 2 years (Preferred)
• Bilingual in Spanish preferred (Preferred)
  
  

Compensation Range: 

$22.00 to $24.00 Hourly

All compensation ranges are posted based on internal equity, job requirements, experience, and geographical locations.

Why You'll Love Working Here:

• Amazing work/life balance
• Generous Medical, Dental, Vision, and Prescription benefits (PPO & HMO)
• 401(K) Plan with Employer Matching
• License & Tuition Reimbursements
• Paid Time Off
• Holiday Pay & Floating Holiday
• Employee Perks and Discount Programs
• Supportive environment to help you grow and succeed
  
  

Boomerang Healthcare (BHC) is a multidisciplinary and comprehensive team of experienced, committed healthcare providers that treat pain. Our team of doctors approaches each patient with one goal in mind: to help patients return to normal daily activities. We work with our patients to identify the cause of their pain and create a personalized treatment plan, recognizing that no two patients are alike, and neither is their pain. Our providers create a comprehensive care plan, then monitor, manage and coordinate patient access to health services at BHC. 

Boomerang Healthcare strives to be a diverse workforce that reflects, at all job levels, the patients we serve. We are an equal opportunity employer. Boomerang Healthcare is committed to compliance with the American Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please contact us.

Monday-Friday, 8am-5pm

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