Patient Care Coordinator - Physician Office (Full Time, Days)

Creates a seamless, supportive experience for patients and families by providing concierge-level scheduling and care coordination across the health system. Serves as a vital link between referring providers, patients, families, and internal teams to ensure timely access to the right care at Nicklaus Children's.

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.
• Communicates effectively physician/clinician needs or outstanding items regarding patients.
• Assists with obtaining relevant medical records and documentation for NCHS visit.
• Accommodates high priority patient needs.
• Addresses referral requests via all modalities (phone, email, workqueues, etc.) within 48 hours of receipts.
• Provides extraordinary customer service to all internal and external customers.

Verifies third-party payer information via web, EMR, or telephone and seeks appropriate authorization and /or referral for physician and hospital services as needed. Uploads referral and authorization documentation to the encounter.

Communicates with departments, leaders, 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.
• Participates in process improvement activities to continually improve the program and services we offer.

• Minimum Job Requirements
• 1-3 years of customer service and/or healthcare 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.
• Ability to multi-task and be open to cross-functionally training in referrals duties.

Able to exercise proper phone etiquette and can navigate proficiently through computer software systems including electronic medical records, microsoft office tools (Teams, Word, Excel, Outlook, etc.), and other tools.

Team-oriented and works 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 proactively 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 effectively with internal and external customers.
• Proficiency in using healthcare information systems and electronic medical records.

Able to manage sensitive, difficult, or emotionally charged patient and family situations with empathy, professionalism, discretion, and composure.