Patient Care coordinator (Freeland)

Face to Face

• Greet and check in patients as they come into the clinic
• Answer any questions a patient may have, or delegate clinical questions to MA/Dr.
• Collect copays and outstanding balances as well as collecting up front.
• Patient check out, schedule follow ups, give instructions if imaging, labs, PT, or referral has been ordered
• Fill out check-out cards and pass them off to the MA
• Call patients when their test results have been obtained
• Complete any other phone or mail communication with patients to ensure they are treated thoroughly and in a timely, efficient manner
• Contact patients regarding issues or complaints

 
Referrals

• Process incoming referrals
  • Record all information from the referral
  • Record the referring provider’s name on the Referral Source Tracker
  • Contact patient, schedule their first appointment
  • Mail the patient their paperwork prior to their appointment or send a text message with the paperwork link.
    • Monitor the “Send NP PW to…” group chat and fufill any requests from other team members
  • Inform referring provider of the patient’s appt date via fax or phone call
  • Communicate with referring offices in a professional and friendly manner
  • Send patient notes to referring physician no more than 24 business hours after the patient’s appointment
  • Inform referring offices if our office does not participate in their patient’s insurance so they can be referred elsewhere

 

• Send outgoing referrals
  • Complete any forms and send pertinent notes and imaging to the correct physician
  • Communicate with these offices in a professional and friendly manner
  • Schedule the patient’s first appointment with the referred physician and inform the patient of the appointment date, time, and any special instructions
  • Obtain notes and imaging records after the patient’s visits
  • Record the outgoing referral on the Outgoing Referral Tracker
  • Use the Tracker and follow up on a bi-monthly basis by requesting notes for patients we have referred elsewhere
• Track incoming referrals and recommendations
  • Maintain records of what doctors refer patients to us
  • Send ‘thank-you’ cards to people/existing patients who recommended us to a new patient (using “how did you hear about us” tracker)

 
Insurance

• Complete prior authorizations by calling or using a web portal before diagnostic imaging or DME dispense
• Call insurance companies to check a patient’s benefits and eligibility for orthotics and occasionally other various procedures (flexor tenotomy, advanced wound care)
• Call insurance on a patient’s behalf if there are discrepancies with claims processing
• Communicate with Paradocs via Slack or phone regarding billing, claims, payers, etc
  • Participate in regular meetings with Paradocs
• Complete medical record requests sent by insurance companies within 2 days of receipt
• Complete/confirm credentialing when requested by insurance companies
• Answer patient questions about insurance in a way that is easy to understand
• Call insurance companies or use web-based portal to determine a patient’s unmet deductible for collecting up front, which must be done the day before any clinic day

 
Phone

• Answer each incoming phone call in a pleasant manner
• Schedule, reschedule, or cancel the caller’s appointment, new patients and established
• Check voicemails in the morning, after lunch, and before leaving for the day
• Return missed calls within a reasonable timeframe
  • Office policy is within 24 hours
• Make sure each patient is contacted the day before their scheduled appointment by phone or text
• Replying to Weave communications from patients or coordinating a response from a clinical MA

 
Payments/Money

• Process and record payments over the phone
• Process and record payments from the mail
• Process and record payments in-person
• Process insurance ePayments and upload to eBridge
  • Scan and upload all insurance correspondence to eBridge
• Record online payments
• Maintain PCI compliance, retain quarterly copies of proof of compliance
• Oversee all of the above when completed by other staff members
• Collections
  • Call patients who have outstanding balances and communicate with them in a friendly manner to explain that they owe us money.
  • Check-in with the accounts whose balances remain unpaid every 30/60/90 days
  • Go over statements with patients who require further explanation
  • Send out copies of statements via the mail
  • Record payments in collections patient’s charts once CBM sends them to us
  • Follow up with Paradocs or directly with the insurance company of a patient if they have billing issues
• Monthly - use CBM statement to adjust patient accounts (take out of collections when paid in full, etc)
• Facilitate mailing and correspondence regarding both refunds and collections letters
• Set up payment plans
  • Keep track of payment plans using a spreadsheet, manually process and record monthly payments. Maintain signed payment plan agreements.
• Count cash on hand and fill out Day Sheet after clinic

 
Patient Records

• Maintain accuracy of patient information: record updated insurance, primary care office, address, phone number, medications, allergies, etc
• Scan and upload pertinent documents into patient charts
• Maintain the highest possible level of PHI protection, HIPAA compliance, and confidentiality
• Process new patient information, scan insurance, ID, and intake forms
• Record patient insurance in the chart
• Check insurance eligibility and coverage for specific items/services when needed
• Send clinical information given over the phone to Dr. Dailey via EHR messaging so that pertinent information can be recorded and reviewed.
• Obtain JotForm submissions (Intake Forms, Dr. Referrals) and upload them to the patient’s chart
• Send invoices to CIOX, Change, and other Health Record Audit companies for chart retrievals
• Keep track of and complete necessary chart retrievals

 
Marketing

• Send mail correspondence (anniversaries, graduations, condolences, thank-yous, just checking in cards, etc.) when requested
• Request reviews by text
• Update “referral source tracker” when processing referrals
• Attend community events when requested

 
Misc.

• Coordinate authorizations and troubleshoot auth issues pertaining to VA patients
  • Maintain up-to-date authorizations for VA patients and communicate with veterans to ensure they will be covered for each visit
  • Process all Request for Service for additional visits or DME ordered/prescribed through the VA
  • Send office notes after each and every VA appointment
  • Stay updated on VA protocols, and communicate with VA points of contact to ensure proper procedure is followed to avoid delayed or denied payments
• Contact patient PCPs for authorizations, referrals, insurance information, or other missing information for mutual patients
• Ensure cleanliness of common patient areas (bathroom, waiting room)
  • Stock patient snacks, waters, magazines
• Cancel the day’s appointments in the case of emergency/abrupt office closure
• Keep the flow of appointments running smoothly throughout the day
• Conduct initial phone interviews of new candidates when we are hiring
• Maintain the practice’s Procedure Manual and write/edit protocols that are lacking
• Organize FFAC Team’s quarterly goals and organize goals into a creative board to keep track of progress and timelines
  • Complete personal professional quarterly goals according to timeline
• Occasionally assist clinical MAs with applying nail polish, taping patients, dispensing orthotics, DME dispenses, and other clinical tasks when needed

$15-16 per hour.

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