Patient Care Coordinator II-Retina/Uveitis

Job Description

Job Description Ophthalmic Consultants of Boston (OCB) is currently searching for an experience Patient Care Coordinator to join our Retina/Uveitis group. This is a full-time opportunity based in our Weymouth location. Summary of Responsibilities: The Patient Care Coordinator II will be responsible for upholding OCB values of outstanding patient care, Unity, Ethics & Integrity, Fairness, Operational Excellence, and Fiscal Responsibility. The Primary focus of PCC II is on the high volume of incoming phones and MD/OD/Patient communication, as well as some specific level II general administrative tasks in addition to Level I skills Responsible for accurate scheduling of clinic appointments according to OCB guidelines.
Patient/MD/OD Communication:

• Provides excellent customer service.
• Relaying medical questions from patients to the appropriate provider or resource via Epic in a professional, concise, and accurate manner.
• Documentation of patient communication in medical record.
• Problem solving as patient concerns or issues arise.
• Escalating patient concerns or questions to the Practice Manager/Supervisor when appropriate.
• Responding to Patient Gateway patient messages. Processes in-baskets in Epic between team members and providers.
• Enters orders into Epic.

Phones/Scheduling:

• Answering a high volume of patient phone calls requiring triage and then scheduling clinic appointments with providers and for testing.
  • Calls from the main OCB line and from specialty service line-specific direct lines.
  • Knowledge of how to review template and assign appropriate slot for appointment type (new, est, consult, post op, urgent etc.)
• Maintain lines of communication regarding templates concerns with the Practice Manager/Supervisor.
• Monitoring schedules and reporting scheduling problems to the Practice Manager/Supervisor.
• Responsible for maintaining a high level of scheduling accuracy.
• Make outgoing rescheduling calls.
• Manage and work the waitlist regularly and as openings in the schedule arise.
• Work on the recall reports and follow up as needed.
• Document no show appointments and handle patient follow up.
• Scheduling of MRI, CT, labs, pathology.

General Practice Administrative tasks:

• Faxes- receive and handle incoming faxes.
• Pathology- follow up on and document pathology results after provider review.
• Import paperwork as needed for all tasks.
• Process incoming patient referrals.
• Handle mail as needed.
• RX refills and PAs for RX refills for the specialty.
• Performs related job duties as required.

Education and Experience:

• At least one year of customer service and healthcare experience; at least three years for Patient Care Coordinator III.
• Bachelor’s degree preferred.
• Experience using electronic medical records, specifically Epic preferred.
• Experience answering a high volume of patient calls.
• Strong verbal and written communication skills, as well as attention to detail.
• Ability to work in Microsoft Outlook, SharePoint & Teams with a strong knowledge base of all three.
• Advanced skill in multi-tasking and ability to prioritize functions based on business need.
• Ability to work with difficult people in challenging, sometimes stressful, situations.