Home Based
At SCP Health, what you do matters
As part of the SCP Health team, you have an opportunity to make a difference. At our core, we work to bring hospitals and healers together in the pursuit of clinical effectiveness. With a portfolio of over 8 million patients, 7500 providers, 30 states, and 400 healthcare facilities, SCP Health is a leader in clinical practice management spanning the entire continuum of care, including emergency medicine, hospital medicine, wellness, telemedicine, intensive care, and ambulatory care.
Why you will love working here:
- Strong track record of providing excellent work/life balance.
- Comprehensive benefits package and competitive compensation.
- Commitment to fostering an inclusive culture of belonging and empowerment through our core values - collaboration, courage, agility, and respect.
The Patient Care Coordinator is the frontline of the Value Based Operations team. This position is responsible for answering blended inbound and outbound telephone calls while working in conjunction with the nursing staff to manage patient care. The Patient Care Coordinator grow client hospital systems commercial revenue by increase patient contact and stopping outward migration to competitor’s facilities/providers
The Patient Care Coordinator position requires the ability to multi-task while providing a professional patient experience and ensuring accuracy of information. The primary goal of the Patient Care Coordinator is obtaining information from the patient, assisting the patient in scheduling medical appointments/services, assisting patient with finding appropriate physician/care provider or program, and coordinate with the nurse to ensure desired outcomes for patients. This position answers blended inbound and outbound telephone calls while also using other forms of patient access/engagement from an assigned line of business, solution, or campaign. The Patient Care Coordinator will also work in conjunction with the nursing team to problem solve and ensure superior patient satisfaction.
- Work efficiently and professionally utilizing multiple forms of engagement (blended inbound/outbound calls, chat, SMS/Text, and email) in a fast-paced and challenging contact center environment across multiple lines of business
- Manage general inquiries, track appointments, remind patients of appointments, refer calls to the nursing team, and follow all processes and procedures while demonstrating sensitivity to issues
- Schedules, confirm, and reschedule appointments and services for patients and/or clients.
- Collect appropriate data and document all call information according to the procedure
- Assist caller effectively and efficiently in resolving issues
- Assessing patients’ eligibility for a continuum of care defined by the client’s intake process or post-discharge process.
- Research required information using available resources
- Make multiple outbound calls per shift to patients while following a scripted questionnaire
- Route calls to the appropriate resources
- Meet key performance goals including call handling metrics, quality performance, and attendance
- Follow the plan of care for each patient on a per-case basis as set forth by the staff nurse
- Decide when the caller needs to be transferred to a nurse for clinical inquiries
- Manage list of physicians accepting patients and assist in acquiring appointments for patient
- Make follow-up calls to determine if the patient kept appointments scheduled with a physician
- Assist hospital systems with keeping referrals within the said hospital system
- All other duties as assigned
Who/What we are looking for:
- You have a High School Diploma or equivalent required
- You have Medical office administration experience preferred
- You have two (2) years of patient care coordination or a patient scheduling role preferred.
- You have previous experience in a healthcare environment preferred
- EMR Experience a plus
- Medical Assistant Certification is preferred
Knowledge Skills and Abilities:
- Thrives working in a fast-paced, changing, and growth-oriented environment
- Ability to quickly learn new processes and workflows
- Ability to listen to the caller while entering data and documenting information accurately
- Strong communication skills, oral and written, with the ability to build relationships and gain trust in a call center environment
- Great active listening skills
- Patient and empathetic attitude
- Excellent interpersonal skills
- Computer literate with attention to detail and the ability to learn new software applications and methods of engagement
- Problem-solving abilities
- Excellent customer service skills
- Bilingual a plus but not required
This position is eligible for our corporate benefits
SCP Health and its affiliated companies require all applicants for a non-clinical position to be vaccinated against COVID-19 as a condition of employment, except where prohibited by state or local law. To demonstrate compliance with SCP Health’s vaccination policy, proof of COVID-19 vaccination status will be requested upon a conditional offer of employment. SCP Health will consider religious and/or medical/disability accommodation and other legally required exemption requests as required by applicable law.
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