Care Coordinator - PCCN

Phoenix Children's; Phoenix (AZ); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Phoenix Children's in Phoenix, AZ is seeking a Care Coordinator to support a large pediatric population across medical, behavioral health, school systems, and community resources. You will connect patients and families to services, ensuring continuity and quality of care, with remote work and periodic in-office expectations.

Responsibilities include proactive outreach, care coordination, referrals, documentation in the PCC system, collaboration with social services and RN teammates, and support

Qualifications

• Experience in healthcare support roles.
• Strong phone-based communication and patient engagement skills.
• Able to multitask in a fast-paced environment.
• Highly organized with time management and follow-through.
• Self-motivated with the ability to work independently.

Responsibilities

• Care Management Support
• Provide outreach to care management candidates and completes appropriate needs assessment.
• Identify potential gaps in patients' medical, social, developmental, behavioral, and educational domains and find solutions.
• Serve as the main point of contact for patients/families and advocate for their needs.
• Send patient/family verified educational materials, programs, and community resources.
• Assist with obtaining/sending referrals, scheduling appointments, and follow up.
• Document all patient interactions in the PCC system.
• Coordinate with Social Services and RN on the team to meet needs.
• Coordinate provider orders with agencies to ensure medically necessary care and equipment.
• Provide general insurance information and refer to programs as needed.
• Support schools for IEP/504 plans.
• Collaborate with physician offices/staff to meet patient needs and goals.

Skills

Phone-based communication

Patient engagement

Multitasking

Organizational skills

Independent work

Adaptability to new processes

Tools

Pediatric Care Constellation (PCC) system

Job description

Care Coordinator - PCCN

Department: PCCN | Value Based Network Ops

Location: Phoenix

Shift: Mon-Fri, Days, 8am-5pm

Category: Administrative Support

Posting #: 1067134

Employee Type: Full-Time

Posting Note:

Care Coordinator (Remote – AZ Residents Only)

Position Summary

This role is responsible for providing comprehensive care coordination for a large pediatric population within Maricopa County. The Care Coordinator supports patients and families by connecting them to medical, behavioral health, community, and government resources, ensuring continuity and quality of care.

Work Environment

Remote position with occasional in-office expectations

Candidates must reside in Arizona (community knowledge preferred)

Standard schedule: 8-hour shift starting between 7:30 AM – 8:30 AM

Key Responsibilities

• Conduct proactive outreach to patients and families to assess care needs (not solely referral-based)
• Coordinate services across medical, behavioral health, school systems, and community resources
• Manage incoming referrals and ongoing care coordination activities
• Support population health initiatives (e.g., well-child visits, immunizations, chronic conditions such as asthma)
• Build rapport and engage patients/families telephonically
• Ensure timely follow-up, documentation, and case management

What We Are Looking For

• Experience in healthcare support roles
• Strong phone-based communication and patient engagement skills
• Proven ability to multitask in a fast-paced environment
• Highly organized with strong time management and follow-through
• Self-motivated with the ability to work independently
• Comfortable adapting to new processes and managing changing priorities

Key Success Factors

• Ability to build trust and relationships quickly over the phone
• Strong critical thinking and problem-solving skills
• High level of accountability and ownership of caseload
• Comfort with proactive outreach to patients

Position Duties

• Care Management Support
• Provide outreach to care management candidates and completes appropriate needs assessment.
• Identify potential gaps in patients medical, social, developmental, behavioral, and educational domains as well as in their informal support system (s). Once identified, think outside of the box to fill these gaps and meet patient/families needs.
• Serves as the main point of contact for patients/families participating in services. Serve as an advocate for patient and family needs.
• Send patient/family verified educational materials, programs, and community resources.
• Assist with obtaining/sending referrals, scheduling appointments, and completing follow up.
• Document all patient interactions in the Pediatric Care Constellation (PCC) system.
• Successfully coordinate with Social Services and RN on the team regularly to assure needs are met.
• Coordinate provider orders with agencies to ensure successful receipt of medically necessary care and equipment.
• Provide general insurance, program (DDD, ALTCS) information to support goals. Refer patient/family to appropriate programs as needed.
• Support and collaborate with schools for IEP/504 plans.
• Collaborate with physician offices/staff to meet patient needs and goals.
• Seeks advice from peers and CN Lead when guidance is required.
• Provider Collaboration
• Assigned to community pediatrician practices to build mutually beneficial relationships to meet the needs of patients and families.
• Establishes and maintains positive relationships with Network providers and collaborates with physician office staff to meet patient needs and goals.
• Customer Service
• Communicates clearly in both written and verbal communications with all internal and external customers.
• Ability to verbally de-escalate upset patient/family members and deal with difficult conversations.
• Recognize and utilize appropriate verbiage and tone over the phone to facilitate engagement and professional patient/family relationships.
• Responds to voicemails, emails, and text within 24 hours or one business day.
• Education
• Ongoing participation in required and voluntary educational programs to maintain and improve upon current skills and competency levels.
• Performs miscellaneous job related duties as requested.

Phoenix Children's Mission, Vision, & Values

Mission

To advance hope, healing and the best healthcare for children and their families

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

• Offering the most comprehensive care across ages, communities and specialties
• Investing in innovative research, including emerging treatments, tools and technologies
• Advancing education and training to shape the next generation of clinical leaders
• Advocating for the health and well-being of children and families

Values

• We place children and families at the center of all we do
• We deliver exceptional care, every day and in every way
• We collaborate with colleagues, partners and communities to amplify our impact
• We set the standards of pediatric healthcare today, and innovate for the future
• We are accountable for making the highest quality care accessible and affordable