Patient Care Coordinator (Radiology)

Job Responsibilities: 

Primary Function: 

• Perform Patient outreach to coordinate care, including schedule appointments.  

• Collect all patient demographics and complete a full registration in EPIC for every patient that is scheduled. 

• Complete review of patient coverage and submit authorizations for insurance. 

• Interact with health system staff in coordinating patient care. 

• Pharmacy prescription coordination and interactions with third parties.  

• Image uploads and third party radiology support for Image Library/Reading Room staff.  

• Excellent customer service, insurance knowledge and attention to detail are key competencies to ensure the accuracy of the patient’s medical record and a positive customer experience. 

• Room to grow in other areas within the health systems Radiology Department (Reading Room and Film Library) 

Responsibilities: 

• Demonstrate ability to navigate healthcare applications (Epic, Cerner, iCite, etc.) and Call Center applications/telecom equipment (Kyruus, Genesys, etc.) 

• Gain knowledge of physician, department and overall healthcare scheduling processes to ensure accurate and appropriate physician/service referrals/appointment and scheduling of all outpatient services/exams. 

• Complete a full patient registration including collection of all patient demographics, guarantor data and insurance eligibility and benefits. 

• Provide excellent customer service to each caller including consistent use of customer service/telephone standards. 

• Interacts with co-workers, visitors, and other staff consistent with the values of healthcare clients. 

• Will document all calls in appropriate software. 

Additional Responsibilities and Competencies: 

• Accurate and consistent tracking of patient or third party interactions. Will ask on each call and follow PC reminders and prompts. 

• Appropriate greeting for each interaction, including identifying self. 

• Professionalism and respect at all times with patient, doctors or other healthcare parties. 

• Request hospital affiliation or location patient prefers. 

• Always offer to schedule an appointment to drive growth. 

• Adhere to schedule (lunch, breaks, shift starts) and attendance policies. 

• Direct patient access issues and concerns to Manager or Director. 

• Consistent use of references and software prompts to enable accurate scheduling. 

• Accurate registration of callers and classes, screenings, and special events. 

• HIPAA guidelines should be followed on all patient encounters. 

• Meet daily call volume ad quality metrics. 

• Complete outbound scheduling calls from the healthcare system work-queues. 

• Handling of service requests via web appointment request form. 

Required Skills: 

• Superior Customer Service and Telephone skills 

• Ability to type and use a computer. 

• Experience in a Healthcare Environment or Appointment Scheduling. 

• Timeliness, patience and professionalism  

• Insurance knowledge, sound judgement, critical thinking, pleasant telephone voice. 

Preferred: Bachelors degree in related industry or working to obtain such.