Patient Care Coordinator

Azneurorehab; Phoenix, Northern (AZ, KY); Hybrid; USD 38,000 - 52,000; Full time

Job summary

Azneurorehab in Phoenix seeks a Patient Care Coordinator to deliver exceptional client service and support recovery and financial goals through appointment optimization and promotion of cash-based services.

You will greet clients, confirm schedules with therapists, assist with transportation, resolve concerns, minimize no-shows, and handle copayments and billing while promoting wellness packages.

Qualifications

• High School Diploma or equivalent is required.
• Experience with Medicare/Medicaid terminology and billing processes preferred.
• Ability to manage multiple tasks in a fast-paced healthcare setting.
• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Strong customer service and interpersonal communication skills.
• Front desk experience in a healthcare environment is a plus.
• Demonstrates adaptability and a proactive approach to problem solving.

Responsibilities

• Greet clients and visitors, remembering names for returning patients.
• Confirm patient schedules and the therapist assigned for the day.
• Assist patients with transportation arrangements as needed.
• Listen to patient concerns and resolve complaints professionally.
• Minimize no-shows by proactive scheduling and follow-ups.
• Process copayments and collect deductions at appointments.
• Promote cash-based services and wellness packages to clients.

Skills

Customer service

Multi-tasking

MS Office

Interpersonal skills

Adaptability

Front desk experience

Education

High School Diploma or equivalent

Job description

POSITION SUMMARY

The Patient Care Coordinator (PCC) provides exceptional customer service and support our client’s recovery and the financial goals of the company through schedule optimization and promotion of cash-based products and services.

Key Performance Indicators

1. Net Promoter Score - > 85 out of 100
2. % Arrival - 88% or greater

ORGANIZATIONAL VALUES

Personal Growth

Intentional effort to improve personal habits, behaviors, actions, and reactions. Examples include completing an advanced certification, provide an in-service for staff, launch a niche program, or develop a referral relationship.

Accountability

Takes accountability for actions and results. Follows through on actions without being reminded. Takes ownership for key performance indicators and is accountable for improvement.

Leadership & Teamwork

Leads by example regardless of position. Actively works to eliminate barriers to achieve company goals. Proactively assists in the development of the team. Provides solutions rather than criticism.

POSITION RESPONSIBILITIES – ESSENTIAL

This list of tasks is illustrative only and is not a comprehensive listing of all functions and tasks performed by position.

The Client Experience à

• Greeting clients and visitors as they arrive with a smile, remembering their name if they are a returning patient or caregiver.
• Anticipating client and caregiver needs, asking if you can get them anything prior to their appointment.
• Confirm the patient’s schedule and the therapist they will be working with that day.
• Assisting patients with confirmation of their return transportation as able.
• Demonstrate active listening behaviors when receiving patient complaints or concerns.
• Demonstrate to “go the extra mile” to help resolve a patient’s concerns.
• Reassuring patient’s they are scheduled with an excellent therapist who understands their condition and who can help them recover.

Schedule management à

Supports the clinical and financial goals of the practice by optimizing facilitating operations through maximizing the number of schedule appointments and reducing cancellations and no shows. Specific include the following:

• In conjunction with the scheduling manager, ensures new clients are schedule for their prescribed plan of care.
• Attempts to resolve client concerns who request to cancel their appointment.
• Collects the cancellation fee for clients who cancel their appointment within 24 hours of their scheduled appointment.
• Communicates regularly with therapist when clients are regularly missing or arriving late to appointments.
• Constantly works to fill open appointment slots as they become available throughout the day
• Manages upcoming (1-4 weeks) unfilled appointment slots to support optimal patient recovery and to meet financial goals of the company.
• Supports therapist through communication of important visit types (i.e. progress note required, authorization expiring, etc.)

Financial –

Responsible timely receipt of patient deductibles, co-payments, and fees for cash services. Additionally, promotes the sale of products (NMES units, Heart Rate monitors, etc) and services (wellness packages, out of network clients, uninsured clients).

• Collects all copayments and deductibles at the time of the appointment.
• Ensures the patient’s payment information is on file for efficient processing of patient copayments, deductibles, and late fees.
• Promotes our services to prospective out of network and uninsured clients.
• Verifies the patient’s third-party payer information has been entered appropriately and that any changes to the patient’s insurance has been communicated to the company’s onboarding team.

Requirements

ESSENTIAL SKILLS AND EXPERIENCE

1. High School Diploma or equivalent
2. Working knowledge of Medicare and Medicaid regulations, insurance terminology, billing, charges, and collections
3. Ability to multi-task in a fast-paced work environment
4. Proficient with Microsoft Office software – Word, Excel, Outlook
5. Track record of exceptional customer service
6. Front Desk experience in a health care setting preferred.
7. Demonstrates a high level of customer service and interpersonal communication skills.
8. Ability to quickly adapt to new work environments and personnel.