Patient Care Coordinator (Full Time, Days)

Job Summary

Provides liaison, concierge services, and coordination of care to community referring providers and patients and families which will serve as a link to services across the health system. Manages the entire experience of referred patients/families in all aspects of their care before, during, or after any encounter at Nicklaus Children's Hospital/ Nicklaus Children's Pediatric Specialist.

Job Specific Duties

• Coordinates and processes patient referrals to completion with precision, detail and accuracy.
• Schedules patients and notifies them of appointment information, including date, time, location, etc.
• Completes orders with proper documentation on where patient is scheduled and how patient was notified.
• Ensures referrals are sent to specialist office and confirms receipt.
• Communicates effectively physician/clinician needs or outstanding items regarding patients.
• Facilitates information sharing such as radiology reports, operative notes, and other inpatient procedures.
• Ensures patient's external missed appointment are rescheduled and communicated to the physician/clinician.
• Accommodates high priority patient needs.
• Completes and addresses phone messages within 24 hours of call.
• Works with medical records to provide notes to primary care doctor upon request.
• Provides extraordinary customer service to all internal and external customers.
• Verifies third-party payer information via web or telephone and seeks appropriate authorization and /or referral for physician and hospital services as needed. Uploads referral and authorization documentation to the encounter.
• Responsible for correcting any registration errors made utilizing the QA system.
• Communicates with departments or peers if any issues and questions arise or to accommodate any special need for patients.
• Responsible for scheduling minimum number of appointments set by leader as determined by volume.
• Visits referring physician or group to develop and nurture relationships to enhance collaboration and promote services offered by patient care coordinator.

Minimum Job Requirements

• 2-4 years of Customer Service experience

Knowledge, Skills, and Abilities

• Knowledge of medical terminology, CPT, HCPCS and ICD coding preferred.
• Ability to comprehend and discuss patient's medical care with physicians, nurses and other healthcare professionals in order to assess patient needs.
• Ability to communicate effectively, both orally and in writing
• Detail-oriented and committed to ensuring accuracy in documentation and patient information, possess the ability to multi-task and be open to cross-functionally training in referrals duties.
• Able to exercise proper phone etiquette and have the ability to navigate proficiently through computer software systems.
• Team-oriented and work extremely well with patients, colleagues, physicians and other personnel in a professional and courteous manner.
• Exceptional organizational skills with the ability to effectively prioritize and timely complete tasks.
• Ability to resolve conflicts/and or negotiate with others to achieve positive results and make appropriate judgments to resolve issue pro-actively and independently.
• Ability to work well in a complex environment with the skills to establish priorities, set objectives, and achieve goals.
• Ability to maintain confidentiality of sensitive information.
• Ability to establish necessary relationships and interact effectivity with internal and external customers.
• Able to take and respond to on-call shift or shifts as assigned on weekdays, weekends, and holidays.
• Proficiency in using healthcare information systems and electronic medical records.