Patient Support Coordinator

Village Physician Group, LLC Job Title: Patient Support Coordinator (PSC) Report to: Practice Administrator FLSA Status: Non-Exempt Job Requirements: Looking for a candidate with empathy, patience, integrity, compassion, great work ethic, cooperative attitude, and a team player. Responsibilities: Manage large amounts of inbound and outbound calls in a timely manner. Follow communication “scripts” when handling different topics. Identify and resolve customers’ issues using active listening and problem-solving skills; identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives. Answer incoming calls in a professional, accurate, timely, and courteous manner. At all times maintains HIPPA guidelines as it relates to the patient’s information to assure client confidentiality verifying caller if different that patient is an authorize individual to speak on behalf of the patient. Ascertain the nature of the call and record information in the patients’ record via a Telephonic Encounter; document all calls appropriately Transfer callers to the appropriate queue/department if question is of a more complex issue (claims, authorizations, etc.) or escalate the call to the appropriate supervisor. Meets the goals for average handle time, hold times and quality scores on Inbound and Outbound calls; manages time to ensure calls are answered within required timeframes and appropriate follow up is done in a timely manner. Schedule new and existing patients following established protocols like scheduling in the correct office with the proper physician. Attends daily morning huddles, weekly staff, and other meetings to discuss issues and foster teamwork among clinic personnel. Meets or exceeds minimum key job accountabilities established for the Patient Support Coordinator position. Skills and Specifications Strong customer service and interpersonal skills Computer proficiency with the ability to navigate between multiple computer screens/program while assisting customer. Demonstrates a desire to help other and to make an impact in patient’s lives Demonstrates an understanding and adherence of the Code of Conduct and HIPPA guidelines Experience working in a medical office, preferred Electronic health record experience, preferred eClinical Works experience, highly desired. Bilingual in English/Spanish, required High School diploma or equivalent The foundation for InnovaCare was laid in 1998 when President and CEO Richard Shinto, M.D., founded North American Medical Management (NAMM) in California. Since then, InnovaCare Health has continuously evolved and innovated to remain at the forefront of healthcare and deliver cutting-edge solutions to our physicians and team members, patients, and their families. Across InnovaCare, we are united by a shared mission, vision, and values. Our growing company strives to make every member of our diverse team feel fulfilled and valued through their work. Our mission is to transform the lives of the people we serve through compassionate, high-quality care, innovative solutions, and trusted partnerships as we vision a new definition of the standard of excellence in healthcare. Today, InnovaCare operates more than 30 clinics and is recognized as a leader in transforming care delivery. Our approach combines physician-led care models with cutting-edge technology and a focus on personalized, coordinated care to empower providers to succeed in some of healthcare's most challenging environments.