Patient Consultant Coordinator

Summary:

The Patient Consultant Coordinator is to ensure patient satisfaction through quick and accurate decisions while keeping patient satisfaction at the core of every decision and behavior. The primary role of the Patient Call Center Coordinator is to answer incoming patient calls, utilize company policies to solve patient issues, and direct calls to the managerial team when necessary. 

Duties: 

1.)     Manage large amounts of inbound and outbound calls in a timely manner and reschedule/manage cancellations and confirmations of appointments.

2.)     Identify patients’ needs, clarify information, research every issue, and provide solutions and/or alternatives.

3.)     Assist with the patient resource center and integrate the current and potential patients on MOVE, Hubspot, etc.

4.)     Ability to emailing and text with patients through MOVE to coordinate appointments and send reminders.

5.)     Administer psychiatric rating scales and document outcomes on modalities. 

6.)     Investigate and communicate insurance coverage and verification issues.

7.)     Understanding payment plans and be comfortable with payment plan conversations.

8.)     Call pharmacies to gather the necessary information to approve TMS treatments.

9.)     Contact providers to inform them of the necessary information prior to a patient visit.

10.)   Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input

11.)   Follow communication “scripts†when handling different topics.

12.)   Integrate and promote marketing initiatives for company services through effective communications. 

13.)   Input data into the EHR to keep each patient record updated.

14.)   Adhere to state and/or federal regulations including HIPAA.

15.)   Demonstrate unconditional positive regard to clients and conduct all aspects of job responsibilities with a focus on exceptional patient services.

16.)   Follows company policies and procedures as well as adhering to state and/or federal regulations.

17.)   Perform additional duties as needed up to including the willingness to be flexible adjusting your schedule to meet patients’ needs. 

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job without assistance from another individual. While performing the duties of this job, the employee must be regularly required to physically be able to walk, stand, stoop, and bend. The employee must occasionally lift and/or move up to 10 pounds. Specific hand, visual, and auditory dexterity is required by this job, which includes close vision, depth perception, and ability to adjust focus. (When required by the American with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) 

Qualifications:

·       2 or more years of medical office experience (Preferred)

·       Associate or Bachelor’s Degree (Preferred)

·       High School Diploma or GED (two years of college or equivalent work experience preferred)

·       Knowledge of medical terminology

·       Understand and comply with HIPAA

·       Excellent oral or written communication skills 

·       Ability to work well with a team

·       CPR Certified (or willing to get certification)