Patient Care Coordinator

Summary

Join Tia as a remote Patient Care Coordinator and collaborate with various teams to ensure seamless patient care. You will perform administrative and clinical tasks, manage patient communications, and coordinate care with medical professionals. Responsibilities include triaging patient inquiries, handling prescription needs, assisting with lab results, and supporting clinical quality initiatives. This role requires experience in a healthcare setting, active clinical certification (preferred), and excellent communication skills. You will be a key touchpoint for patients, ensuring care plan adherence and addressing concerns. The position offers a fast-paced environment and the opportunity to contribute to a high-quality patient experience.

Requirements

• Understanding of the healthcare ecosystem: past experience working with patients required (clinic or hospital setting)
• Internet Connectivity - Min Speeds: 3.8Mbps/3.0Mbps (up/down): Latency <60 ms
• 3-5 years of experience in a healthcare contact center or related field
• Understanding of healthcare processes, medical terminology, and member engagement in a healthcare context
• Possess excellent communication, teamwork and management skills, be empathic but resolute in your decision-making, and be attentive to detail
• Knowledge in using contact center software, member relationship management (CRM) systems, and/or Google Workspace
• Good problem-solving skills and the ability to remain composed in high-pressure situations
• Solution-oriented: Will seek answers to your questions, whether through SOPs or through other team members
• Adherence to strict confidentiality standards and understanding of healthcare data privacy regulations, such as HIPAA

Responsibilities

• Collaborate closely with medical professionals, specialists, and other healthcare stakeholders to ensure seamless care coordination for our members
• Triage and manage patient communications via phone and chat, ensuring empathetic and timely responses
• Prioritize incoming messages, addressing urgent and clinical needs, or directing patients to the right team member
• Ensure clear, context-rich communication during handoffs to other team members
• Respond to patient inquiries through the appropriate modality (phone for complex situations, chat for simpler queries)
• Conduct outbound calls to address member needs, follow up on care plans, and ensure continuity of care
• Maintain a solution-oriented approach, striving to resolve all member requests before the end of each day
• Answering and returning calls from pharmacy for prescription clarification or questions
• Communicating with medical providers clearly and in a timely manner for prescription clarification or questions from patients and pharmacy
• Confirming and adding patient preferred pharmacies in DoseSpot before sending patient refill requests to providers
• Assist Virtual RNs and providers with prescription needs, lab results, and pharmacy communications
• Assist with the dissemination of normal lab results, escalating abnormal results as necessary
• Handle triaging of provider inboxes, escalating critical issues and managing non-urgent items
• Explaining next steps to a patient via a phone call
• Helping to reschedule patients who need immediate assistance due to cancellations
• Working to review administrative next steps for patients like prior authorizations, IUD ordering, referrals etc
• Assisting with state reporting, referral and care journey management
• Communicable disease reporting- completing appropriate steps for reporting communicable diseases per county/state guidelines
• Facilitating medication abortion consent forms, tracking appointments for follow-up
• Facilitate referrals, follow up with members, and coordinate with health system partners to ensure smooth transitions of care
• Act as a key touchpoint for patients, conducting outreach to ensure care plan adherence and addressing any concerns
• Support clinical quality initiatives, including communicable disease reporting and tracking patient progress
• Work collaboratively with care team members to facilitate care
• Work closely with market care teams to manage care journeys, providing a consistent and high-quality experience for members
• Engage in clinical quality projects, helping ensure care standards are met
• Collaborate with providers to support relational care and patient engagement
• Support market teams with patient continuity

Preferred Qualifications

• Active Clinical Certification (Medical Assistant, Pharmacy Tech, etc.)
• Previous leadership experience
• Comfortable with a fast-paced environment and frequent change and Energized by metrics