Patient Support Coordinator

At SCP Health, what you do matters

As part of the SCP Health team, you have an opportunity to make a difference. At our core, we work to bring hospitals and healers together in the pursuit of clinical effectiveness. With a portfolio of over 8 million patients, 7500 providers, 30 states, and 400 healthcare facilities, SCP Health is a leader in clinical practice management spanning the entire continuum of care, including emergency medicine, hospital medicine, wellness, telemedicine, intensive care, and ambulatory care.

Why you will love working here:

- Strong track record of providing excellent work/life balance.

- Comprehensive benefits package and competitive compensation.

- Commitment to fostering an inclusive culture of belonging and empowerment through our core values - collaboration, courage, agility, and respect.

CORE VALUES:

Agility – Capability to quickly adapt or evolve in response to changing circumstances. 

Courage – Approach challenges as opportunities to resolve problems involving people and processes.

Respect – Ability to always show deep admiration for colleagues and customers.  Demonstrates thoughtfulness, responsiveness, presence, and civility within interactions. 

Collaboration – Demonstrates the ability to work within the team and across multiple departments to achieve common goals.

RESPONSIBILITIES:

• Work efficiently and in a professional manner utilizing multiple forms of engagement (blended inbound/outbound calls, chat, SMS/Text, and email) in a fast paced and challenging contact center environment across multiple lines of business
• Manage general inquiries, track appointments, remind patients of appointments, refer calls to the nursing team, and follow all processes and procedures while demonstrating sensitivity to issues
• Schedules, confirm and reschedule appointments and services for patients and/or clients. 
• Collect appropriate data and document all call information according to procedure
• Assist caller effectively and efficiently to resolve issues
• Assessing patients’ eligibility for continuum of care defined by client’s intake process or post discharge process.
• Research required information using available resources
• Make multiple outbound calls per shift to patients while following a scripted questionnaire
• Route calls to the appropriate resources
• Meet key performance goals including call handling metrics, quality performance, and attendance
• Follow plan of care for each individual patient on a per case basis as set forth by the staff nurse
• Decide when caller needs to be transferred to a nurse for clinical inquires
• Manage list of physicians accepting patients and assist in acquiring appointments for patient
• Make follow-up calls to determine if patient kept appointments scheduled with physician
• Assist hospital systems with keeping referrals within said hospital system
• All other duties as assigned

QUALIFICATIONS:

Education:

• High School Diploma or equivalent required
• Medical office administration experience preferred

Certification and Licenses:

• Medical Assistant Certification preferred

Previous Experience:

• Two year’s patient care coordination or patient scheduling role preferred.
• Previous experience in healthcare environment preferred
• EMR Experience a plus

Knowledge Skills and Abilities:

• Thrives working in fast based, changing, and growth-oriented environment
• Ability to quickly learn new processes and workflows
• Ability to listen to caller while entering data and documenting information accurately
• Strong communication skills, oral and written, with the ability to build relationships and gain trust in a call center environment
• Great active listening skills
• Patient and empathetic attitude
• Excellent interpersonal skills
• Computer literate with attention to detail and the ability to learn new software applications and methods of engagement
• Problem solving abilities
• Excellent customer service skills
• Bilingual a plus but not required