Patient Care Coordinator

Position Overview

The Patient Care Coordinator (PCC) is responsible for supporting and maintaining the clinical practice both administratively and operationally by working collaboratively with physicians to coordinate patient appointments/surgeries. The PCC will support and uphold established policies, procedures, objectives, quality improvement, safety, codes and requirements of accreditation and regulatory agencies. The PCC will support administrative, marketing, and business functions of the clinic by supporting the physicians, Physician Assistants, and other personnel to ensure that all needs are being met.

Essential Job Duties & Responsibilities

• 1. The PCC has the responsibility to carry out duties as directed by My Houston Surgeons.
• 2. Communicates on a regular basis with the designated My Houston Surgeons Supervisor(s).
• Alerts Supervisor(s) and seeks assistance when an activity or process change within the clinic changes or deviates from the current process.
• 4. Follows and always maintains patient confidentiality appropriate with HIPAA compliance standards.
• 5. Schedules appointments for insurance and cosmetic patients from all social media avenues to include but not limited to building rapport with patient, discussing fees and educating patient on procedures.
• 6. Answers RealSelf inquiries and physician specific website email inquiries and documents on spreadsheet consistently.
• 7. Maintains applicable consult spreadsheets updating daily and ensures appropriate scheduled follow ups are conducted as outlined in separate PCC document.
• 8. Collects deposits for cosmetic procedures at booking and creates invoices ensuring detailed notes are maintained and patient signatures are obtained on quotes. Updates quotes as needed.
• 9. Provides brochures/materials to patient with surgeon specific related items, Care Credit, Alphaeon, United Medical Credit brochures and any additional information as needed.
• 10. Reviews lab/clearance protocols with patients and gives orders accordingly.
• 11. Ensures lab/clearance results are received prior to pre-operative appointment.
• Communicates with physicians in obtaining the appropriate CPT and ICD-10 codes for all procedures.
• 13. Involves billing department as needed to include authorization and pre-determination clearance for surgeries, any patient related financial questions. Responsible for communicating and tracking the progress of these items with the billing department.
• 14. Maintains surgeon’s schedules by adding procedures/surgeries to all pertinent calendars.
• Contacts surgical facilities to post and send orders, sends history and physical, follows facilities scheduling protocol, obtains quotes for facility and anesthesia fees, and confirms surgery the day before. This includes Memorial Houston Surgery Center (MHSC) and the Memorial Restorative Health Suites. Updates surgery orders as needed
• 16. Coordinates surgery dates with other surgeons PCC’s and books accordingly.
• 17. Coordinates surgical assists as needed per surgeon request.
• 18. Arranges special equipment for procedures to include but not limited to implants, machinery. Ensures that appropriate personnel are notified as needed.
• 19. Monitors surgeon’s schedules daily to assess if appointments need to be moved, any errors in scheduling, or appointments that may need additional information. Communicates with front desk and surgeons daily.
• 20. Ensures pick sheets for procedures are sent when surgeries are being done at new surgery facilities.
• 21. Queries patients for reviews through Empathiq based on physician preference.
• Attends training sessions as needed to increase knowledge base and skill level for position.
• 23. Schedules meetings/lunches with vendors as requested by physicians.
• 24. As assigned by Practice Manager, ensures kitchen is cleaned completely and all food put away at the end of each day; on Friday’s that a deep clean of kitchen and refrigerators are completed.
• 25. Other duties as assigned by My Houston Surgeons supervisors and physicians.

Secondary Job Duties & Responsibilities

• 1. Maintains Allergan and Galderma reward points in spreadsheets on a weekly basis.
• 2. Maintains CosmetAssure Insurance for Physician’s patients.

Education/

Qualifications/

Experience

Any combination of education and experience that would demonstrate a high level of proficiency and advanced understanding of healthcare operations.

• Bachelor’s degree preferred
• 1 years’ job-related experience preferred

Core Competencies

• Excellent interpersonal skills to include maintaining confidentiality, exhibiting objectivity and openness to other’s views
• Excellent critical thinking, judgement, and decision-making skills
• Excellent organizational skills
• Customer service orientation and social perceptiveness are a must
• Detail oriented; demonstrates accuracy and thoroughness while looking for ways to improve & promote quality
• Ability to communicate effectively (verbal and written) with all team members to include listening, obtaining clarification, and responding appropriately to questions
• Ability to develop and maintain positive working relationships to promote a team environment
• Ability to work independently with speed and accuracy
• Always maintain professional appearance and performance
• Treats everyone with respect; upholds integrity, ethics, and organizational values
• Dependable and punctual to work; ensuring work responsibilities are covered when absent.

Cooperative, positive, courteous and professional behavior and conduct is an essential function of every position. All employees must be able to work with others beyond giving and receiving instructions. This includes getting along with coworkers, peers and management without exhibiting behavior extremes. Job functions may require personal leadership skills such as conflict resolution, negotiating, instructing, persuading, speaking with others as well as responding appropriately to job performance feedback from the Supervisor(s). Additionally, the information contained in this job description has been designated to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.