Patient Care Coordinator Lead

Work with the site manager to be the point of contact for the Burnsville support staff and providers. Assist the site manager with the day-to-day activities such as:

• Distribute daily call reports (ClientTell)
• Assist with face-to-face patient issues that may arise and professionally respond to patient complaints
• SuperUser for Epic; troubleshoot issues with Epic and assist with training on new processes, features, or upgrades. Attend monthly SuperUser meetings.
• Serve as point of contact for office machinery (toner for copiers, maintenance, etc.) for the neurology department
• Coordinate supplies ordering (medical and office supplies), check inventory, stock cabinets
• Serve as point of contact for sales representatives
• Troubleshoot and resolve issues that arise from staff and providers and keep site manager informed
• Assist with the interview process, orientation/training of new PCCs, and team building activities, as requested

Answer phones, check-out patients making appointments and coordinating provider orders as appropriate. Check-in patients, as needed.

• Answer phones, obtain information from caller, taking messages and/or routing phone calls as appropriate.
• Greet patients warmly and professionally
• Update patient information as necessary, scanning outside records patient may bring to the visit
• Make diagnostic testing and follow-up appointments
• Request interpreter on patient’s behalf, as needed
• Coordinate orders and hospital admissions
• Relay information to patient per provider’s instructions
• Assist patients with insurance forms for miscellaneous procedures, testing, etc.
• Obtain appropriate authorizations for releasing information from the visit and forward releases on to Medical Records to process
• Track orders to ensure completion of provider orders
• Pre-certify for hospital admissions as required by insurance company

Monitor provider schedules.

• Review schedules two days before and confirm all information is available for visit. Mitigate any issues to ensure smooth patient flows.
• Process ClientTell messages.

Education and Experience:

• High School graduate or GED equivalent; Associate’s degree and/or education in leadership highly desired
• 3-5 years of previous medical office experience with 2+ years of experience as a team lead/supervisor desired

Knowledge, Skills and Abilities:

• Accurate and precise reading and writing skills; excellent spelling and grammar skills
• Excellent communication and interpersonal skills; conflict resolution skills
• Patient centered; strong customer service orientation
• Must be organized and able to handle multiple providers and/or priorities along with deadlines
• Ability to troubleshoot and resolve problems and serve as a resource for others
• Ability to work independently, exhibit mature judgment and make sound decisions
• Knowledge of medical terminology (ICD-10/CPT coding preferred)
• Ability to handle confidential information with the utmost judgment and discretion
• Proficiency with Electronic Health Record and MS Office products, including Word, Excel and Outlook