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 and 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 and 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 and 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. 

CORE VALUES:

Agility – Capability to quickly adapt or evolve in response to changing circumstances. 

Courage – Approach challenges as opportunities to resolve problems involving people and processes.

Respect – Ability to always show deep admiration for colleagues and customers.  Demonstrates thoughtfulness, responsiveness, presence, and civility within interactions. 

Collaboration – Demonstrates the ability to work within the team and across multiple departments to achieve common goals.

RESPONSIBILITIES:

• Work efficiently and in a professional manner utilizing multiple forms of engagement (blended inbound/outbound calls, chat, SMS or 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 clients. 
• Collect appropriate data and document all call information according to procedure
• Assist caller effectively and efficiently to resolve issues
• Assessing patients’ eligibility for continuum of care defined by 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 plan of care for each individual patient on a per case basis as set forth by the staff nurse
• Decide when caller needs to be transferred to a nurse for clinical inquires
• Manage list of physicians accepting patients and assist in acquiring appointments for patient
• Make follow-up calls to determine if patient kept appointments scheduled with physician
• Assist hospital systems with keeping referrals within said hospital system
• All other duties as assigned

QUALIFICATIONS:

Education:

• High School Diploma or equivalent required
• Medical office administration experience preferred

Certification and Licenses:

• Medical Assistant Certification preferred

Previous Experience:

• Two year’s patient care coordination or patient scheduling role preferred.
• Previous experience in healthcare environment preferred
• EMR Experience a plus

Knowledge Skills and Abilities:

• Thrives working in fast based, changing, and growth-oriented environment
• Ability to quickly learn new processes and workflows
• Ability to listen to 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