Patient Support Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Operate effectively and professionally by utilizing blended inbound/outbound calls, chat, SMS/Text, and email in a dynamic contact center setting.

• Handle general inquiries, track patient appointments, and adhere to established processes and protocols.

• Act as a guide for clinics and hospitals on behalf of insurance companies or utilization review departments by supplying clinical information for pre-certification purposes.

• Gather precise data to facilitate care coordination and referrals for occupational health services and workers’ compensation visits.

• Aid in and monitor referrals, appointment scheduling, prior authorizations, and verification of insurance billing for tests, procedures, appointments, and rehabilitation services.

• Compile referral information to streamline and coordinate care effectively.

• Provide guidance on referral navigation and care coordination within client health systems and hospitals.

• Remain updated on state-specific workers’ compensation and occupational health laws and regulations.

• Verify eligibility and secure authorization through insurance companies and vendor portals.

• Monitor and reconcile patient referral orders until completion, including return-to-work status or maximum medical improvement.

• Communicate with utilization review organizations and insurance companies to meet prior approval requirements.

• Present clinical notes, orders, referrals, and other essential medical information.

• Advocate for patients with insurance carriers to ensure timely approval of necessary services.

• Coordinate care with client service lines and service providers while maintaining relationships with providers, adjusters, and nurse case managers.

• Ensure referrals are addressed promptly and outcomes are tracked.

• Relay appointment information and reminders to patients, employers, adjusters, and nurse case managers.

• Meet performance goals related to call handling, quality, and attendance.

• Carry out other duties as assigned.

⛳️ Requirements

• High School Diploma or equivalent is required.

• Experience in Medical Office Administration or a Medical Assistant Certification is preferred.

• Minimum of two years’ experience in patient care coordination or patient scheduling, or equivalent experience.

• At least one year of customer service experience.

• Previous experience in occupational health or workers’ compensation is preferred.

• Experience with EMR systems is an advantage.

• Thrives in a fast-paced, evolving, and growth-oriented environment.

• Capable of quickly mastering new processes and workflows.

• Proficient in listening to callers while accurately entering data and documenting information.

• Strong oral and written communication skills.

• Excellent active listening abilities.

• Possesses a patient and empathetic demeanor.

• Strong interpersonal skills.

• Computer literate with a keen attention to detail and the capacity to learn new software applications and engagement methods.

• Demonstrates problem-solving skills.

• Exceptional customer service skills.

• Bilingual skills are a plus but not required.

🏝️ Benefits

• Comprehensive benefits package.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k) plan with a company match.

• Paid time off and holidays.

• Support for professional development.

• Resources for employee wellness.

• Emphasis on work/life balance.