$20-$26/hr salary range
Care Coordinator
Reports To:
Care Supervisor
Department:
Care Team
FLSA Status:
Non-Exempt
Summary:
At East River Medical Imaging, our mission is to consistently provide the highest quality and availability of diagnostic imaging with compassion and comfort for our patients. Each of our physicians is certified by the American Board of Radiology. Together, they represent all areas of sub-specialty medical imaging, including cross-sectional, musculoskeletal, oncologic and neuroradiology. The Care Specialist is responsible for managing a heavy call volume, providing relevant information, and scheduling appointments as appropriate. The specialist will assist patients in making, altering, and canceling medical appointments, ensuring patients have access to the services and treatments they need. You accurately record patient information, prevent double-bookings, and route patient calls to the correct department or individual. This position requires close attention to detail, impeccable phone etiquette, working knowledge of common medical terminology, superb data entry and communication skills.
Duties:
- Answer large volume of calls
- Guide patients to fill out forms and other inquiries before their appointment
- Resolve new patient concerns and questions prior to their appointment
- Schedule patient appointments
- Educate patients on our services, insurance policies, hours of operation, locations and preparation for exams
- Accurately collect all patient information according to confidentiality standards and HIPAA requirements
- Explains procedure to patients
- Route calls to the appropriate department or individual
- Collaborates with all care providers to assist in the provision of quality/ patient care
- Maintains detailed knowledge of protocol requirements and policy changes
- Monitors and moves patient safely and timely through procedures
- Trains appropriate personnel when needed
- Immediately attend to emergent issues
- An effective communicator, capable of determining how best to reach different audiences and executing communications based on that understanding
- Adept at building partnerships and working collaboratively with a team to meet shared objectives and goals
- Actively seeking new ways to grow and challenge yourself, using both formal and informal development
- Flexible in your approach and demeanor in order to align with the shifting demands of evolving circumstances
- Passionate about working in a healthcare setting and committed to delivering a best-in-class patient experience
- Ability to handle acutely ill patients in stressful situations with a positive demeanor
- Other duties as assigned
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Adaptability/Dependability: Follows instructions, responds to management direction; Accepts criticism and feedback; Adapts to changes in the work environment; Changes approach or method to best fit the situation; Manages competing demands. Commits to doing the best job possible by working the necessary hours to complete assignments; Keeps commitments; Meets attendance and punctuality guidelines; Responds to requests for service and assistance; Takes responsibilities for own actions. Completes tasks on time or notifies appropriate person with an alternate plan.
Quality: Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
Language Ability: Ability to respond to common inquiries, ability to read, write and comprehend instructions, correspondence, and memos. Ability to effectively present information in one-on-one, small and large group situations to customers, clients, and other employees of the organization.
Reasoning Ability: Ability to solve practical problems, interpret a variety of instructions furnished in written, oral, diagram, or schedule form and define problems, collect data, establish facts, and draw valid conclusions. Ability to deal with a variety of variables in situations where only limited standardization exists.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
- High School Diploma and 2 years college experience or 2 years’ experience in healthcare or combination of education and experience
- Knowledge of common medical terminology
- Prior medical experience preferred
- Bilingualism a strong plus
- Excellent communication skills and phone etiquette
Skills:
- Project and time management skills
- Ability to work with a minimum of supervision while understanding the necessity for communicating and coordinating work efforts with other employees
- Strong work ethic and emphasis on attention to details
- Excellent customer service, communication, and organization skills
- Communicate professionally with patient, physicians, and staff in addition to language ability in the competency section
Computer Skills:
To perform this job successfully, an individual should have knowledge of MS Outlook, MS Word, RIS-IC, PACs, Royal solutions
Supervisory Responsibilities:
This role has no direct supervisory responsibilities.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently exposed to work near moving mechanical parts. The employee is occasionally exposed to fumes or airborne particles, risk of electrical shock and risk of radiation. The noise level in the work environment is usually moderate.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus. While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stoop, kneel, crouch, or crawl. The employee is occasionally required to sit; climb or balance and taste or smell.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
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