Care Access Coordinator

Chapters Health System; Temple Terrace (FL); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated Care Access Coordinator to join their mission-driven team. This role is pivotal in ensuring seamless patient access to care, requiring excellent customer service and communication skills. The ideal candidate will thrive in a fast-paced environment, managing inquiries and scheduling with precision. With a strong commitment to patient care, this position offers the opportunity to make a significant impact in the community while working collaboratively with a supportive team. If you are passionate about healthcare and eager to contribute to a meaningful cause, this position is perfect for you.

Qualifications

• 1+ year of office/customer service experience preferred.
• Experience in healthcare or contact center environment is a plus.
• Ability to handle stressful situations calmly.

Responsibilities

• Handle all patient inquiries via phone, fax, and email.
• Schedule admissions and follow up with patients and families.
• Accurately enter data into information tracking systems.

Skills

Customer Service

Time Management

Communication Skills

Multi-tasking

Bilingual (Spanish)

Education

High School Diploma

Some College Coursework

Tools

MS Office

Electronic Medical Records (EMR)

Scheduling Software

Job description

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It’s inspiring to work with a company where people truly BELIEVE in what they’re doing!

When you become part of the Chapters Health Team, you’ll realize it’s more than a job. It’s a mission. We’re committed to providing outstanding patient care and a high level of customer service in our communities every day. Our employees make all the difference in our success!

Role

The Care Access Coordinator performs daily intake tasks that include, but are not limited to, handling, processing, and responding to incoming telephone, fax, and email inquiries and referrals; completing outbound calls as practices specify. Responsible for scheduling all referrals with admission staff and communicating with Clinical Liaisons in facilities to ensure follow-up of patients. Establishes and maintains positive relationships with team members, patients/families, and referral resources; works in collaboration with the care access staff, insurance authorization staff, advanced practice clinicians, and Admission RNs to enhance the admission process.

Qualifications

• High school diploma or equivalent; some college coursework preferred
• Minimum of one (1) year of office/customer service experience
• Hospice, home health, and/or healthcare experience preferred
• Prior experience in a contact center environment and/or staff scheduling and/or clinical patient care experience strongly preferred
• Bi-lingual in Spanish preferred
• Able to perform sedentary work with frequent interruptions
• Excellent time management skills with the ability to prioritize demands to meet patient service standards and deadlines
• Effectively handles stressful situations professionally and calmly
• Ability to demonstrate patient service skills and effective communications (written and verbal)
• Information seeking / probing skills
• Accurate knowledge transfer
• Listening, understanding, and responding
• Able to multi-task (think, talk, type) in a fast-paced environment utilizing interpersonal skills to maximize caller reassurance
• Ability to work in a cooperative team environment
• Able to exhibit a sense of urgency in daily work activities
• Skilled in computer operations; proficiency in MS Office software applications, online research, and proven data entry and navigation skills
• Available to work shifts to accommodate extended hours of operation as scheduled
  

Competencies

• Satisfactorily complete competency requirements for this position.
  
  

Responsibilities Of All Employees

• Represent the Company professionally at all times through care delivered and/or services provided to all clients.
• Comply with all State, federal, and local government regulations, maintaining a strong position against fraud and abuse.
• Comply with Company policies, procedures, and standard practices.
• Observe the Company's health, safety, and security practices.
• Maintain the confidentiality of patients, families, colleagues, and other sensitive situations within the Company.
• Use resources in a fiscally responsible manner.
• Promote the Company through participation in community and professional organizations.
• Participate proactively in improving performance at the organizational, departmental, and individual levels.
• Improve own professional knowledge and skill level.
• Advance electronic media skills.
• Support Company research and educational activities.
• Share expertise with co-workers both formally and informally.
• Participate in Quality Assessment and Performance Improvement activities as appropriate for the position.
  
  

Job Responsibilities

• Responsible for the timely, courteous, and effective handling of all telephone, fax, and email patient inquiries related to patient access and communication with patients/families to schedule admission visits. Clients include current and prospective patients, friends, or family members, Powers of Attorney, care providers, physicians, nursing staff, nursing homes, and Assisted Living Facilities (ALFs), hospital staff, and others, as appropriate.
• Gathers necessary information and required documentation from appropriate sources to ensure complete, current, and accurate documentation of patient information and data. Completes outbound calls to follow-up and gather current health information as directed by Patient Access leadership.
• Accurately enters data into information tracking systems, including entering and tracking patient referral files in electronic medical records (EMR). Follows up with referral sources to obtain missing data and makes notations in the EMR record to communicate missing data.
• Enters and schedules into scheduling software timely and accurately. Handles scheduling including, but not limited to:
• Timely hospice evaluations-every referral to be seen on the same day
• Unexpected changes in staff assignment
• Other special clinical exceptions (i.e., complex care review)
• Out of service area transfers
• Medical record review
• Positively promotes and clearly explains benefits of Chapters Health System’s services and works to ensure that referrals are addressed in a timely, effective, and efficient manner.
• Works collaboratively with the Care Access team to ensure that referrals are scheduled promptly to meet patient/family needs. Ensures medical staff’s face-to-face evaluation visit prior to the RN assessment.
• Utilizes appropriate support/expert resources or personnel to resolve complex or difficult situations.
• Adheres to expected productivity and accuracy targets established by management. Navigates the daily assignment board to ensure timely appointments and maximize efficiencies.
• Performs other duties as assigned.
  

This position requires consent to drug and/or alcohol testing after a conditional offer of employment is made, as well as on-going compliance with the Drug-Free Workplace Policy.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitals and Health Care, Non-profit Organizations, and Mental Health Care

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