What are the responsibilities and job description for the Care Coordinator position at Gastro Health?
Job Specifications/Qualifications: (Min. knowledge, skills, and abilities required)
Physical Requirements and Working Conditions:
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 that do not cause an undue hardship on the company may be made to enable individuals with disabilities to perform essential functions if that would not hinder or prevent the performance of duties or be of a safety concern.
- Education/Training (or equivalent): H.S. Diploma College Degree Certification/License *desirable
- Experience (Type of work experience, min. number of years):
- Previous medical reception, scheduling and/or customer service
- Required Skills and Abilities and/or:
- Medical terminology knowledge.
- Multi-tasker
- Effective communicator
- Polite
- Medical terminology
- Positive Attitude
- Team player
- Works well under pressure
- Organized.
- Self-directed.
- Must be willing to cross-train.
Physical Requirements and Working Conditions:
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 that do not cause an undue hardship on the company may be made to enable individuals with disabilities to perform essential functions if that would not hinder or prevent the performance of duties or be of a safety concern.
- Physical Requirements: Light: Lifting 0-10 lbs. Moderate: Lifting 0-25 lbs. Heavy: Lifting 25 lbs.
- Greets patients and visitors in courteous and empathetic manner. Appropriately responds to and/or refers incoming telephone calls and messages. Returns telephone calls/messages and completes scheduling conversations in a prompt and timely manner.
- Coordinates and schedules office appointments, endoscopy procedures at GAEC and at PSPH and/or other examinations and procedures. Maintains and updates current patient information and provides appropriate information in appointment lines when scheduling and diagnosis codes.
- Explains registration guidelines to patients asking to complete with current information. Assists new and disabled patients with registration forms.
- Reviews demographic information with patient and updates information on patient account in computer system. Data is required to be entered completely and accurately on patient’s account.
- Processes chart, including but not limited to: prepares registration forms, scans photo (when applicable), insurance cards and photo identification into patient account, puts patient papers in chart holder and transfers to medical records in order for scanning.
- Collects co-payments, patient's personal payments, prepayments for procedures and prepares receipt for patients.
- Processes clerical portions of chart including but not limited to: preparing hospital procedure paperwork, Pre-Procedure Questionnaire, Clearance for anti-coagulant/platelet inhibitor and/or implanted electronic device and procedure preparation instruction facilitation.
- Ensures office and procedure schedule gaps are filled on a daily basis utilizing computerized waiting list. Maintains timely flow of patients.
- Answers multiple line telephone, transferring calls and taking/answering messages as appropriate. Answers priority lines immediately. Uses appropriate level of voice conducive to a quiet, private lobby.
- Following WA 003 scheduling policies, makes patient appointments from telephone calls, PCP referrals and Kaiser referrals. Fills in procedure and office schedule openings as directed by any manager, supervisor or Endoscopy charge nurse.
- Reviews recall colonoscopy procedures years to ensure they meet WA003 Colonoscopy Surveillance and Recall Guidelines.
- Acts as liaison between procedure patients and medical staff/providers, responding to routine requests for information. Facilitates communications and refers complex/clinical questions or safety concerns to appropriate clinical staff or management, as indicated.
- Liaison between patient/escort, patient/interpreter and medical/clinical staff. Responds to routine requests for information and keeps patient/escort updated on time delays.
- Verifies insurance benefits for specific insurances prior to making patients appointments.
- Maintains work area and office lobby in neat and orderly manner.
- Other duties may be assigned by department leads, managers or WA003 providers to promote efficiency and enhance customer service.
- Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action up to, and including, termination of employment.
- Compassion – Will express sensitivity, caring, and understanding for our patients and peers. We’ll always do our best to put ourselves in our patient’s shoes and sympathize with their unique perspective and situation.
- Collaboration – Will believe in the power of teamwork and recognize each of our teammates as exceptional and valuable members of the Gastro Health family. Together, we can overcome anything.
- Integrity – Will commit to being consistent in our actions, principles, and values. Our actions will be honest and trustworthy and build trust amongst our team and with our patients.
- Empowerment – Will foster an environment where all teammates are encouraged to bring forth ideas and solutions; we are an organization that provides tools, training, and resources needed to succeed.
- Accountability – Will accept the responsibility for our job duties and those of our teammates. We will be accountable for our actions and take ownership of the outcome of our acts.
- Continuous Improvement – Will be driven by delivering exceptional healthcare experience and will always seek to improve our team, the organization, and ourselves.
- Positive Attitude – Our work is intense and not always easy. Will be committed to casting a positive shadow on our peers and our patients so that when things are tough, positivity will help propel us forward.
- Customer-focused – Will make service excellence a primary focus of one's actions; effectively meets service excellence; develops and sustains positive and productive service excellence; and takes responsibility for service excellence and loyalty.