Bilingual Patient Care Coordinator
Steinberg Diagnostic Medical Imaging
Summary
The Patient Care Coordinator works in a call center environment, promptly answering calls with positive and clear communication to deliver patient-focused service and provide a great patient experience while creating a welcoming impression of the organization. This position is responsible for assisting patients with appointment scheduling, collecting and updating demographics, insurance, and financial information, and processing incoming referrals. The role also includes verifying benefits, eligibility, and authorizations for both new and established patients, as well as coordinating and responding to patient and referring provider concerns in a timely manner to ensure satisfaction. In addition, the Patient Care Coordinator executes outbound calls and manages electronic tasks to support outpatient radiology services.
Job description
- Answers a minimum but not limited to 60 calls per day resolving moderate to complex issues
- Handle all calls and referrals, in accordance with organization-identified metrics for productivity and desired service levels
- Ability to triage patient, accurately schedule them based on defined appointment booking protocols or navigate patient to the correct area of care for handling
- Receive and process expedite, stat referral status
- Takes ownership of all scheduled appointments and prioritize responsibilities
- Skill to pay attention to details and accuracy in completing tasks
- Process and resolve expedited patient complaints. Escalate immediately as needed
- Proactive response to inquiries from patients, referring provider and internal medical personnel
- Effectively process calls in a systematic and organized manner following the scripts, policies and procedures
- Promptly answers and screens incoming calls, with appropriate escalation as needed
- Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with internal and external callers
- Ability to work later shift and weekends as necessary to support the operations of the Call Center
- Superior ability to effectively communicate at all levels of the patient/customer interaction to include both verbally and in writing to provide a concierge level of service
- Must be highly organized, able to managed multiple responsibilities and work on various assignments simultaneously
- Ability to communicate tactfully with department heads, managers, coworkers and referring providers to resolve problems and negotiate resolutions
- Must be able to recognize and respond appropriately to urgent / emergent situations per protocols.
- Effectively cope with typical job stress.
- Must be able to act calmly and effectively in a busy or stressful situation.
- Ability to communicate effectively in the English language in person, by phone and in writing.
- Responds positively to changes in assignments and priorities
- Knows and follows all SDMI safety and evacuation guidelines, policies and procedures.
- Willingly participates in cross-training activities within the department in for own professional growth in order to contribute to the overall function of SDMI.
- Assumes responsibility for updating knowledge of current SDMI department policies and procedures, protocol and practices.
- Any employee who discovers, is directly involved in or is responding to an event/occurrence/risk is required to complete or direct the completion of an occurrence report within 24 hours of event/occurrence/risk.
- My job performance, including current competencies will be reviewed by my supervisor on a periodic basis. If my job performance/ current competencies are not (or continue to not be) at required level this could result in additional training and/or disciplinary action.
- Demonstrates punctuality by reporting to work on time/satisfactory attendance record that complies with SDMI attendance policy.
- Takes full responsibility for all functions within job description and assures that all functions are completed before leaving SDMI at the end of the shift.
- Other duties as assigned.
Requirements
- High School graduate or equivalent with 6-month experience as a medical receptionist or related experience.
- One (1) or more years’ experience working in a call center required with healthcare call center experience preferred.
- Knowledge of medical terminology, ICD10, CPT coding and procedures.
- Knowledge of basic insurance guidelines within the last two years.
- Working knowledge of computers, internet access and the ability to navigate within an automated systems and a variety of software packages and type a preferred 45 WPM.
- Required to use various electronic systems and applications to manage patient information and perform daily tasks accurately and efficiently.
- Experience with customer service and multi-line phones.
- Ability to communicate effectively in the English language in person, by phone and in writing.
Company overview
Steinberg Diagnostic Medical Imaging (SDMI) is a leading outpatient radiology provider based in Las Vegas, Nevada, founded in 1988. As a 100% locally owned and operated healthcare organization, SDMI has established itself as Southern Nevada's most trusted medical imaging provider for over three decades. The company operates multiple state-of-the-art facilities across the Las Vegas metropolitan area, offering comprehensive diagnostic imaging services including MRI, CT scans, PET/CT, 3D mammography, ultrasound, X-ray, nuclear medicine, and interventional radiology procedures. SDMI employs over 550 radiologists, technologists, and support staff who specialize in more than 2,000 different imaging procedures. The company is known for its commitment to patient-centered care, boasting a 98.3% patient satisfaction rating and investing annually in the latest imaging technology advancements. SDMI's radiologists are all accredited by the American Board of Radiology and many have sub-specialty fellowship training in areas such as interventional radiology, musculoskeletal imaging, women's imaging, and pediatric radiology. The organization maintains multiple accreditations including ACR Diagnostic Imaging Center of Excellence and operates with a mission to deliver exceptional patient experiences through compassion and cutting-edge technology.