Patient Care Liaison

Boomerang Healthcare; Portland (OR); On-site; USD 2,893,000 - 3,031,000; Full time

Benefits offered by this job

Work-life balance

Comprehensive benefits: medical/dental

401K with employer matching

License & Tuition reimbursement

Paid time off

Holiday pay

Job summary

Boomerang Healthcare is seeking a Patient Care Coordinator to manage communications among patients, families, attorneys, and care teams. You will answer calls, emails, and chats to ensure top-notch service and coordinate with clinicians for optimal patient care.

Responsibilities include scheduling appointments, resolving escalations, and maintaining EMR data accuracy while navigating insurance processes. This role emphasizes collaboration with UR, authorization, and administrative teams.

Qualifications

• High school diploma or GED.
• Customer service: 1 year (Preferred).
• Medical office: 2 years (Preferred).
• Bilingual in Spanish preferred (Preferred).

Responsibilities

• Handle calls from patients, attorneys, nurse case managers, adjusters, and other stakeholders.
• Provide accurate information and assistance, ensuring a high level of customer satisfaction.
• Assess caller concerns, determine the best course of action, and resolve or elevate issues promptly.
• Utilize problem-solving skills to address and mitigate escalated Tier 1 calls effectively.
• Schedule patient appointments, ensuring optimal use of clinic resources.
• Answer pre-visit questions and provide necessary information to patients.
• Partner with clinical staff to ensure best practices in handling medication and authorization calls.
• Facilitate communication between clinical and administrative teams.
• Ensure compliance with professional standards and regulatory requirements for insurance.
• Verify PPO/Medicare insurance patients and create charts as needed.
• Route calls to appropriate departments when necessary.
• Enter data and information accurately into the desired database location. Complete tasks assigned by Tier 3 within the specified deadlines.
• Use Zendesk to track and manage tasks provided by Tier 3.
• Answer incoming chats from patients and stakeholders, providing timely and accurate responses. Become familiar with California work rules and regulations.
• Maintain basic knowledge of commercial HMO/PPO insurance and personal injury cases.
• Act as a liaison between the UR Department, adjusters, attorneys, and the authorization department to secure treatment authorizations.
• Navigate Electronic Medical Records (EMR) systems to follow up on requests and resolve issues.
• Document calls and interactions accurately.
• Adhere to HIPAA and confidentiality laws regarding the protection of health information.
• Partner with Medical Assistants (MAs) and Scribes to promptly handle medication issues.
• Assumes other responsibilities as appropriate to the position and organizational needs.

Skills

Customer service

Bilingual Spanish

Education

High school diploma or GED

Job description

Boomerang Healthcare is seeking a Patient Care Coordinator to manage communications among patients, families, attorneys, and care teams. You will answer calls, emails, and chats to ensure top-notch service and coordinate with clinicians for optimal patient care.

Responsibilities include scheduling appointments, resolving escalations, and maintaining EMR data accuracy while navigating insurance processes. This role emphasizes collaboration with UR, authorization, and administrative teams.