Patient Care Coordinator, Outbound (Remote)
1220 East 4th Street Long Beach, CA 90802 US
Job Description
• Manage a higher-level of responsibility of scheduling such as overseeing the scheduling of complex order types such as but not limited to: surgeries, procedures, imaging and diagnostics.
• Manages the scheduling for a single market and/or multiple markets for all on-site specialty scheduling and coordination which includes management of calendar, communication, effective scheduling, timeliness in scheduling and service recovery.
• Manages the scheduling for a single market and/or multiple markets for IDT assessment scheduling which includes coordination with market IDT coordinator, communication, effective scheduling, timeliness in scheduling and service recovery.
• Manages the scheduling and communication for providers and/or participants deemed as requiring service recovery to ensure that relationship is favorable and collaborate effectively with the Hub leadership and external provider to establish effective processes
that are sustainable and suitable for all.
• May be responsible for managing a higher-complexity call and/or be skilled to manage multiple types of interactions for inbound such as calls, emails, chats, and others.
• May be responsible for ad-hoc projects and assignments as required by the Hub.
• Answer incoming phone calls, emails, contacts as requests coming into the Hub. Appropriately screen, transfer, resolve and dispose of calls expeditiously which adhering to all process and documentation standards.
• Review, process, schedule and authorize orders according to department protocols.
• Ensure that appropriate and timely documentation of all updates, encounters and communication is documented in source systems as outlined by department protocols.
• Effectively coordinate the scheduling of participants appointments, including trouble[1]shooting conflicts or urgent needs, communicating with all stakeholders (staff, family, providers etc.) and meeting appointment turn-around times as outlined in WelbeHealth Appointment Scheduling Protocol.
• Respond to questions and inquiries regarding authorization status and requirements.
• Provide eligibility status and benefit information for participants.
• Collect/Update and Verify Participant and Provider information as required.
• Address both participant and provider inquiries and if unable to resolve, escalate as appropriate.
• Conduct appointment confirmations and appointment reminders as outlined by department protocols, updating appointments as appropriate.
• Maintain current and accurate records of all scheduled appointments – scheduled times, outcomes (e.g., appointment occurred or not, reasons for rescheduling).
• Trouble-shoot and resolve basic issues; escalate to manager when appropriate.
• Complete all required documentation in a timely and accurate manner.
• Protect privacy and maintain confidentiality of all company procedures and information about team members, participants, and families.
• Follow WelbeHealth policies and procedures and participate in any required Quality Improvement activities, staff training and meetings.
• Communicate regularly with Supervisor and team regarding workload and priorities.
• Timely completion of all mandated trainings and education.
• Timely completion of all mandated occupational health screenings as needed.
• Exercises flexibility in performing assignments as business needs evolve.
• Other duties as assigned.
Job Requirements
Meet Your Recruiter
Anthony Nguyen
Recruiter, Marquee Healthcare Division
As a Marquee Staffing Healthcare Recruiter, Anthony brings a wealth of knowledge and experience having previously worked with placing Healthcare professional in high pace roles.
He has gained the knowledge and experience in searching for the perfect candidates for each one of his clients; as well as maintaining a healthy relationship with his clients by constant follow-ups to answer any questions, concerns, or issues have been addressed and corrected. He believes that communication is the key to success in every healthy relationship.
Outside of work, Anthony enjoys uncovering new restaurants, trying various cuisines and hosting dinner gatherings with his friends and family. He’s a big advocate for being active and enjoys outdoor activities such as pickleball, table tennis, billiards, basketball, bowling, darts, and fishing. But now and then, he does appreciate some R&R by just binging some series with his wife and cat at home.