Patient Support Coordinator

schumacher; United States; On-site; USD 18,000 - 26,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) plan

Job summary

SCP Health is hiring for a healthcare coordination role in a dynamic contact center environment in the United States. The role involves handling blended inbound/outbound calls, chats, SMS, and email to manage inquiries, appointments, and referrals with sensitivity to patient needs.

Responsibilities include coordinating pre-certifications with payers, tracking referrals and authorizations, and ensuring timely communication among patients, providers, and insurance entities.

Qualifications

• High School Diploma or equivalent required.
• Medical Office Administration experience preferred.
• Medical Assistant Certification preferred.
• Two years' patient care coordination or patient scheduling experience and one year customer service.

Responsibilities

• Work efficiently in a fast-paced contact center across multiple lines of business.
• Manage inquiries, track appointments, remind patients, and follow processes with empathy.
• Coordinate referrals and prior authorizations with payers and nurse case managers.
• Aspire to meet call handling, quality, and attendance KPIs.
• Support care coordination and communication with providers and patients.

Skills

Customer service

Communication skills

Data entry

Bilingual

Education

High School Diploma or equivalent

Medical Office Administration experience

Medical Assistant Certification preferred

Tools

EMR systems

Job description

At SCP Health, what you do mattersAs part of the SCP Health team, you have an opportunity to make a difference. At our core, we work to bring hospitals and healers together in the pursuit of clinical effectiveness. With a portfolio of over 8 million patients, 7500 providers, 30 states, and 400 healthcare facilities, SCP Health is a leader in clinical practice management spanning the entire continuum of care, including emergency medicine, hospital medicine, wellness, telemedicine, intensive care, and ambulatory care.

Why you will love working here:

• Strong track record of providing excellent work/life balance.
• Comprehensive benefits package and competitive compensation.
• Commitment to fostering an inclusive culture of belonging and empowerment through our core values - collaboration, courage, agility, and respect.

RESPONSIBILITIES:

• Work efficiently and in a professional manner utilizing multiple forms of engagement (blended inbound/outbound calls, chat, SMS/Text, and email) in a fast paced and challenging contact center environment across multiple lines of business.
• Manage general inquiries, track appointments, remind patients of appointments, and follow all processes and procedures while demonstrating sensitivity to any issues.
• Serves as a navigator to the clinic/hospital for insurance companies or insurance utilization review department by providing clinical information to obtain pre-certification from payers/adjusters/nurse case managers for workers' compensation referrals.
• Intake accurate collection of data to complete the coordination of care/referral for program service lines (occupational health services and workers compensation visits).
• Assist and track referrals/appointment scheduling, prior authorizations, and/or insurance billing verification, when applicable for tests/procedures, including surgical procedures, diagnostic procedures, provider appointments, outpatient rehab services, etc.
• Assemble information concerning referral needs to assist with expediting and coordinating care.
• Per client referral guidelines, provide information to appropriate parties to assist with referral navigations/care coordination within client's health system/hospital.
• Responsible for staying abreast of state specific worker's compensation and occupations health laws and regulation.
• Check eligibility and obtain authorization for ordered services via insurance companies or acceding vendor portals.
• Track and reconcile patient referral orders for assigned areas with follow through to completion, such as return to work regular duty or maximum medical improvements (MMI).
• Contact utilization review organizations and insurance companies (adjusters and nurse case managers) to ensure prior approval requirements are met. Present necessary medical information such as clinical notes, orders, and/or referrals for said services.
• May assume advocate role on the patient's behalf with the carrier to ensure approval of the necessary services for the patient in a timely fashion.
• Utilize client department service lines and identified service providers to coordinate care. Establish and maintain relationships with identified service providers, work comp adjusters and nurse case managers.
• Ensure that referrals are addressed in a timely manner and track all referral outcomes.
• Communicate and remind patients, employers, adjusters, and nurse case managers of scheduled appointments.
• Meet key performance goals including call handling metrics, quality performance, and attendance.
• All other duties as assigned.

QUALIFICATIONS:

Education:

• High School Diploma or equivalent required
• Medical Office Administration experience or Medical Assistant Certification preferred

Certification and Licenses:

• Medical Assistant Certification preferred

Previous Experience:

• Two years' patient care coordination or patient scheduling experience or equivalent
• One year customer service experience
• Previous occupational health, or workers compensation experience preferred
• EMR experience a plus

Knowledge Skills and Abilities:

• Thrives working in fast based, changing, and growth-oriented environment
• Ability to quickly learn new processes and workflows
• Ability to listen to caller while entering data and documenting information accurately
• Strong communication skills, oral and written
• Great active listening skills
• Patient and empathetic attitude
• Excellent interpersonal skills
• Computer literate with attention to detail and the ability to learn new software applications and methods of engagement
• Problem solving abilities
• Excellent customer service skills
• Bilingual a plus but not required

Pay Range:

• 13.00 - 19.00 USD per hour This range represents the anticipated base salary for this role. Actual compensation will be determined based on experience, qualifications, and internal equity considerations.

We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including medical dental, vision insurance, a 401(k) pl