Patient Care Coordinator II-Retina/Uveitis
Posted
Description
Ophthalmic Consultants of Boston (OCB) is currently searching for an experience Patient Care Coordinator to join our Retina/Uveitis group. This is a full-time opportunity based in our Weymouth location.
Summary of Responsibilities:
The Patient Care Coordinator II will be responsible for upholding OCB values of outstanding patient care, Unity, Ethics & Integrity, Fairness, Operational Excellence, and Fiscal Responsibility. The Primary focus of PCC II is on the high volume of incoming phones and MD/OD/Patient communication, as well as some specific level II general administrative tasks in addition to Level I skills Responsible for accurate scheduling of clinic appointments according to OCB guidelines.
Patient/MD/OD Communication:
- Provides excellent customer service.
- Relaying medical questions from patients to the appropriate provider or resource via Epic in a professional, concise, and accurate manner.
- Documentation of patient communication in medical record.
- Problem solving as patient concerns or issues arise.
- Escalating patient concerns or questions to the Practice Manager/Supervisor when appropriate.
- Responding to Patient Gateway patient messages. Processes in-baskets in Epic between team members and providers.
- Enters orders into Epic.
Phones/Scheduling:
- Answering a high volume of patient phone calls requiring triage and then scheduling clinic appointments with providers and for testing.
- Calls from the main OCB line and from specialty service line-specific direct lines.
- Knowledge of how to review template and assign appropriate slot for appointment type (new, est, consult, post op, urgent etc.)
- Maintain lines of communication regarding templates concerns with the Practice Manager/Supervisor.
- Monitoring schedules and reporting scheduling problems to the Practice Manager/Supervisor.
- Responsible for maintaining a high level of scheduling accuracy.
- Make outgoing rescheduling calls.
- Manage and work the waitlist regularly and as openings in the schedule arise.
- Work on the recall reports and follow up as needed.
- Document no show appointments and handle patient follow up.
- Scheduling of MRI, CT, labs, pathology.
General Practice Administrative tasks:
- Faxes- receive and handle incoming faxes.
- Pathology- follow up on and document pathology results after provider review.
- Import paperwork as needed for all tasks.
- Process incoming patient referrals.
- Handle mail as needed.
- RX refills and PAs for RX refills for the specialty.
- Performs related job duties as required.
Education and Experience:
- At least one year of customer service and healthcare experience; at least three years for Patient Care Coordinator III.
- Bachelor’s degree preferred.
- Experience using electronic medical records, specifically Epic preferred.
- Experience answering a high volume of patient calls.
- Strong verbal and written communication skills, as well as attention to detail.
- Ability to work in Microsoft Outlook, SharePoint & Teams with a strong knowledge base of all three.
- Advanced skill in multi-tasking and ability to prioritize functions based on business need.
- Ability to work with difficult people in challenging, sometimes stressful, situations.