Patient Care Coordinator at Capital Orthopaedics And Sport – Clive, Iowa

Job Summary:

This position is responsible for patient movement coordination. This includes communicating with patient via telephone and in person, pre-registration, surgery scheduling, and patient satisfaction. The position will act as an ambassador on behalf of the company with customers, clients, and vendors in public.

ABOUT YOU: Essential Character Traits:

• Dependability and Punctual – Follows instructions, responds to management direction; Takes responsibility for own actions; Consistently at work and on time; Commits to long hours of work when necessary to reach goals.
• Team-player - Highly resourceful team-player, with the ability to be extremely effective independently.
• Quality and Quantity – Demonstrates accuracy and thoroughness, while completing work in a timely manner.
• Problem-Solver - Demonstrates proactive approaches to problem-solving and strong decision-making skills.
• Communicator – Effective management of interpersonal skills, communicates issues with high degree of professional communication through support, and responds as appropriate. Demonstrates strong emotional intelligence, relationship builder.
• Motivated – Forward thinker, who actively seeks opportunities to improve processes and efficiencies and proposes solutions. Sets and achieves challenging goals.
• Ethical – Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values. Sensitive to cultural differences, and values diversity.
• Adaptable – Highly adaptable, embraces changes in the work environment.

Essential Duties and Responsibilities (not limited to):

• Interacts with customers, vendors, and clients with excellent customer service
• Oversight and partnership with the clinical staff to determine appropriate scheduling
• Triages phone calls to determine if scheduling need is emergent
• Transfer calls to appropriate personnel, if necessary
• Responsible for pre-registration by obtaining demographics, insurance, and other necessary information for efficient claim processing
• Oversight and monitor clinic no shows, reschedules, and cancelations to adhere with company policies
• Respond to information requests from various parties both internally and externally
• Ensure appointment scheduling requests and referrals are processed and documented completely and in a timely manner
• Responsible for providing support to clinical team to facilitate the administrative components of clinic referrals, surgical orders, out-patient testing, and external referrals
• Scan internal and/or external documentation into appropriate patient records
• Monitor referral patterns and reports back to immediate supervisor
• Answer a high volume of incoming telephone calls and facsimiles from external facilities
• Process referrals and respond to general information requests via facsimiles and telephone
• Review referrals and second opinion requests for completeness to adhere with company protocols
• Promptly complete and resolve all orders for out-patient testing, surgery, and external referrals
• Prepare surgical reports for physicians and/or clinical staff
• Review orders for completeness and follows up for additional information if necessary
• Collection of bad debt and balances on patient accounts
• Effective and detailed written and oral communication with physicians, patients, facilities, and vendors
• Assist the Workers’ Compensation Coordinator with coordinating surgeries and/or other services needed
• Follows all HIPAA, compliance, privacy, and confidentiality standards
• Performs other clerical duties as needed
• Maintain a clean workspace
• Other duties as assigned
• Regular in office attendance, required

Skills and/or Qualifications (not limited to):

• Type 30-40 wpm

• 1-4 years’ experience in high-volume interactive customer service
• Fluent Medical Terminology, orthopaedics preferred
• Ability to prioritize and perform multiple tasks simultaneously
• Ability to understand and carry out complex oral and written instructions
• Proficient in Microsoft Office Outlook, Word, Excel, Power Point, and Adobe Acrobat
• Excellent customer service, verbal, and written communication skills
• Knowledge of HIPAA guidelines and regulations.

Physical Requirements:

• Prolonged period of sitting at a desk and working on a computer
• Prolonged periods of being on phone calls
• Bending/twisting/lifting
• Ability to lift and/or carry up to twenty (20) pounds
• Keen sense of eyesight and hearing
• Ability to stand or sit for an extended period
• Ability to lift, grip, carry, touch, speak, and listen

Education and/or Experience:

• Required High School diploma or GED
• One (1) to three (3) years of experience in high-volume interactive healthcare facility
• Medical Terminology, orthopaedics preferred
• ICD-10 and CPT coding knowledge, preferred
• 1-3 years’ experience with medical office or insurance knowledge