Title: Patient Care Coordinator
Position Summary: Responsible for greeting patients during check-out of provider visits while offering prompt assistance in coordinating follow-up clinical care. Using independent judgment, the individual will schedule follow up appointments, review provider orders to coordinate necessary treatment plans and monitor patient flow in subspecialty waiting areas. Other administrative duties related to patient care include: clarification of doctors’ instructions, facilitating new prescriptions and/or refills, coordinating diagnostic testing, generating medical excuse letters for work/school absenteeism and assist in other clerical duties.
Practice Flow
Monitors clinic schedules to facilitate smooth patient flow. Identifies barriers to patient movement, collaborating with the other clinical team members to help resolve delays. The individual will utilize laptops and electronic medical records (EPIC) to identify potential problems. Maintains open communication with the care team, other departments and patient families to keep everyone informed. May collect data on patient flow and identify areas of improvement. Proactively monitors the department appointments report (DAR) to ensure the schedule conforms to physician template. Blocks off time when provider will be unavailable in the scheduling system immediately upon learning of unavailability. May reschedule patients to available time slots to ensure schedules adhere to physician template. When patients require appointment rescheduling, the individual may assist practice in accomplishing task. Responsible for expediting time-sensitive scheduling (within 48 hours), (e.g., same day tests or consultations) by calling the appropriate areas to ensure timeliness. Monitors patients in waiting room at all times. Addresses and escalates as necessary, any patient issue to practice manager and/or administrator. Proactively responds to patient waits by taking the appropriate action. Provides additional support as directed (e.g., calling for transportation and translators).
Check out
Facilitates checks out procedures for patients at the end of their visit; promotes efficient scheduling of patients on an ongoing basis. Communicates with patients face to face. Reviews clinical plan by evaluating the order for clarity, content, and completeness. Informs the patient of their clinical treatment plan formulated by their provider and creates a strategy to accommodate patients’ schedules. Ensures appointments scheduled conform to providers’ templates. Reviews order to ensure accuracy and ensure patients have all pertinent information/special instructions for upcoming appointments. Create pre-written templates for common letters, which can be customized and printed; Ensure accuracy of all letters generated, including patient information, medical details and contact information.
Patient Engagement
Provides a warm welcoming environment, facilitating clear communication and addressing patient concerns promptly. Individual should be promoting completion of surveys and other feedback mechanisms; Analyze survey and feedback data to help identify areas of improvement
Reconciliation/End of Session Closing
Completes/ reviews all necessary paperwork, forms, summaries, and follows-up at the close of provider session. Reviews clinical system to ensure all orders are entered accurately and initiates follow up if needed (i.e. details of the orders). Processes outside medical information brought by patients to practice visit. Follows-up on missing orders that are necessary to patient visit (e.g., treatment orders, contrasts, inpatient, consent), as appropriate. Follows-up on missing provide orders that are necessary to patient visit, as appropriate.
Skills and Qualities:
- Strong communication and interpersonal skills.
- Excellent organizational and time management skills.
- Empathy and compassion for patients and their families.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Knowledge of medical terminology and healthcare processes.
- Computer proficiency and experience with electronic health records (EHR).
Minimum Qualifications:
To qualify, you must have a bachelor’s degree in health care administration or related discipline required.
Qualified candidates must be able to effectively communicate with all levels of the organization. Maintains knowledge of computer systems including EPIC electronic medical record and interfaces between diagnostic equipment/PACS/MUSE/EPIC, Microsoft office (Excel, PPT, Word)
PI271642786
