Patient Care Coordinator

I. BASIC FUNCTION:

The Patient Care Coordinator (PCC) is an integral member of the Health Center’s care team and supports the Health Center and its patients to achieve enhanced clinical quality outcomes through patient-centered intradepartmental coordination. The PCC will accomplish this through scheduling patients, performing EHR chart review, pre-visit planning and huddling with care teams, coordinating with referral specialists to track patients to ensure test and appointment completion, and outreaching to patients.

All employees of FCHC must ensure service standards are delivered, including:

FCHC Core

• Demonstrates a commitment to FCHC mission and vision.

• Demonstrates a positive attitude towards patients, employees, role, and the health center.

• Demonstrates FCHC core values (accountability, courtesy, excellence, flexibility, integrity, respect).

Customer Service and Professionalism

• Smiles and makes appropriate contact, greets individuals upon entry into building and space.

• Is customer service oriented to both internal (colleagues) and external (patients, clients, vendors, etc.)

Customers. Treats patients, customers and colleagues with dignity and respect.

• Provides timely response to requests, tasks, and inquiries. Demonstrates good service turnaround.

• Demonstrates good communication skills and communicates in a tactful manner.

• Exhibits conflict resolution skills in order to foster effective working relationships and embraces a team

approach.

• Adheres to FCHC’s dress code policies. Employee appearance and grooming appropriate.

Show(s)

• Consistently shows commitment to position and team performance (i.e., attendance and punctuality).

• Consideration and acceptance of cultural differences of others; works well with individuals of diverse

backgrounds, supporting a culture of justice, equity, diversity, and inclusion.

• Participates in training and professional development and completes required trainings in a timely manner.

Safety

• Adheres to and promotes a culture of safety and cleanliness.

• Adheres to HIPPA/Confidentiality standards.

• Respectful of FCHC property, properly and safely uses Health Center Equipment.

II. INTRADEPARTMENTAL RELATIONSHIPS:

Department Officer: Chief Operations Officer

Reports to: Nursing Director

Supervises: None

JOB DESCRIPTION

DEPARTMENT: HEALTH OPERATIONS

JOB TITLE: PATIENT CARE COORDINATOR

PATIENT CARE COORDINATOR

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III. PRIMARY RESPONSIBILITIES:

1. Patient Outreach

• Contacts patients via reminder letter, telephone call, or patient portal message to schedule appointments and remind patients about overdue care, including procedures, lab tests, and appointments related to quality metrics.

• Performs chart review prior to outreach to ensure that CQM and related information is accurate and up to date.

• Utilizes motivational interviewing skills as necessary to appropriately engage patients, directing and receiving support from clinical care team(s) when necessary.

• Documents outreach and other notes in EHR and other databases for quality contracts and to communicate to clinical and ancillary team’s information about care that is due for individual patients.

• Prepares and facilitate distribution of pre-visit planning documents as directed for care teams.

• Identifies best practices for effective outreach and provide recommendations to pertinent staff accordingly.

2. Chart Review, Care Coordination, and Follow-Up

• Performs EHR chart review for EHR based quality measures and reconcile with excel spreadsheets as required for ACO and other clinical quality measures (CQM).

• Compares supplemental claims and consult notes with EHR records and update as necessary to prepare for upcoming patient appointments, hospital transitions.

• Gathers and prepare recent specialist notes and hospital discharges for upcoming patient appointments.

• Checks Cyber Access for Medicaid patients.

• Coordinates with providers and outreach to patients to complete quality metrics.

3. Assist Nursing Team with Patient Care

• Answers patient phone calls and schedule patient appointments as directed.

• Assists nursing team with scheduling new patient appointments. Prepare patient for their first visit with FCHC PCP and obtain medical records as necessary to prepare chart for PCP.

• Completes paperwork associated with referrals including but not limited to prior authorizations, patient letters, consult notes.

• Contacts patients for negative/normal test results via phone or patient portal.

• Checks Cyber Access for medication adherence and hospitalizations.

• Coordinates outside refill requests.

• Coordinates faxes in provider flow and distributes to appropriate personnel.

IV. PERIODIC DUTIES:

1. Participates in Center staff problem solving groups.

2. Performs other duties as assigned.

PATIENT CARE COORDINATOR

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V. WORKING RELATIONSHIPS:

1. Experience and demonstrated abilities for working in a multi-cultural setting.

2. Ability to collaborate and interact with a diverse group of health care professionals.

Inside Center: All inclusive.

Outside Center: Clients, community organizations and agencies, professional colleagues and organizations, managed care organizations, health center-controlled network.

VI. QUALIFICATIONS/ POSITION REQUIREMENTS:

1. Associate Degree or equivalent work experience required.

2. Graduate of an accredited college or university with a Bachelor’s Degree in Business or Health Administration, Public Health or related field preferred.

3. Minimum of two (2) years experience in a health care setting; experience in a community health center is a plus.

4. Experience as a Medical Assistant is a plus.

5. Knowledge of chronic care management preferred.

6. Familiarity with managed care organizations preferred.

7. Excellent verbal and written communication skills required.

VII. ESSENTIAL FUNCTIONS/ KEY COMPETENCIES:

1. Experience with electronic health records.

2. Experience and demonstrated abilities for working in a multi-cultural setting.

3. Ability to strongly embrace and personify the mission of the Family Care Health Centers.

4. Ability to organize and prioritize work appropriately.

5. Excellent patient and client relations skills.

PATIENT CARE COORDINATOR

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VIII. CONTINUING EDUCATION:

1. Active professional development as demonstrated through attendance in seminars, continued education programs, etc. is strongly encouraged.

2. Satisfactory maintenance of continuing education standards as established by professional licensing requirements.

IX. CONFIDENTIALITY:

Respect for and maintenance of client and staff confidentiality is required.

The above responsibilities/duties describe the chief function (requirements) of the job (holder) and are not to be considered a detailed description of every responsibility/duty (requirement) of the job (holder).

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Chief Executive Officer Date

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Job Holder Date

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Supervisor Date

11/2021

Reviewed/Revised 02/2024