Lead Patient Care Coordinator

Lead Patient Care Technician

About the Company:

Mindful Health Solutions is a leading outpatient psychiatry group practice dedicated to freeing patients from the burden of mental illness. We are transforming outpatient mental healthcare by providing the most advanced, evidence-based treatments available, including Transcranial Magnetic Stimulation (TMS) and Esketamine therapy. TMS is a highly effective, non-invasive, FDA-cleared therapy for drug resistant depression. Esketamine is an FDA-approved, prescription nasal spray for patients with treatment resistant depression. Led by nationally recognized clinical experts in psychiatry and entrepreneurial healthcare business leaders, we offer compassionate, comprehensive mental healthcare. Our team-based work culture of learning, growth and innovation supports our core values of Accountability, Credibility and Transparency. Our medical clinics are specifically designed to provide our patients, practitioners, and employees with a modern, relaxed, people-centered experience.

About the role:

Working in a high-call volume medical office, the Patient Care Lead provides potential patients with information about Transcranial Magnetic Stimulation (TMS), a non-drug therapy to treat patients with depression disorder and other treatment options that Mindful Health Solutions can provide. The candidate for this role is required to provide excellent, friendly customer service throughout all aspects of patient contact. The candidate will assist in managing the front desk process from check-in to check out and will train staff and new hires. In addition, the Patient Care Lead be certified to perform technical duties.

Responsibilities

• Greet patients as they arrive and leave the office.
• Collect Co-insurance/Co-pays from patients.
• Ensures workflow execution that leads to best-in-class patient experience.
• Record session notes, track insurance authorizations, and schedule patient visits using EMR and medical scheduling.
• Assists in identifying root cause and implementing solutions for best-in-class patient experience.
• Flows down communication from leadership to clinical and non-clinical team members.
• Trains staff and new hires on changes in policy and procedures
• Administer TMS treatments according to specific physician protocols. Set up the TMS medical device and monitor all aspects of the treatment sessions for patient comfort and treatment accuracy.
• Troubleshoot and resolve issues with patient comfort, coil contact, and TMS system setup throughout treatment.
• Communicate with a team of certified TMS psychiatrists who oversee patient treatment at multiple office locations
• Adheres to all HIPAA and confidentiality requirements.
• Compete additional tasks as needed by management

Qualifications

• Ability to deliver superior customer service to all potential patients. Strong customer service skills and exceptional phone presence are a must.
• Experience working front desk in medical office required.
• NextGen experience preferred
• Proficient with Microsoft Word and Excel, strong computer and data entry skills required.
• Excellent written, verbal and follow-up skills required.
• Ability to interact with potential patients, clinic staff, physicians, and departments in a professional manner.
• Ability to multi-task with a high degree of attention to detail and bring tasks to completion.
• Must respect and adhere to office guidelines and use good judgment regarding patient confidentiality.
• Minimum two years’ experience in a medical office environment preferred.