New Patient Coordinator

About the Role

This position is responsible for all aspects of new patient scheduling in accordance with department scheduling guidelines. Provides superior customer service to all patients, family members, physicians, and staff at all times. Assigned to work with a clinical practitioner group, this individual will play a critical role in facilitating all aspects of patient care.

Key Responsibilities

• Provides administrative support and coordination for all aspects of patient care for new patients, primarily focused on supporting incoming telephone calls.
• Triages issues and answers general questions, with the goal of resolving requests in real time.
• Completes patient intake for each caller.
• Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills.
• Serves as a liaison for patients, including efficient routing of calls per telephone triage guidelines.
• Collaborates with the New Patient Coordinator team to ensure seamless coverage and task management.
• Ensures quality clinical care and adherence to standard operating procedures and compliance requirements.
• Schedules appointments following guidelines that support continuity of care and a high standard of timely communication and rescheduling as necessary.
• Appropriately arranges resources and materials to support the highest standard of patient experience and visit, e.g., review and organize medical records, coordinate receipt of tissue, ensure receipt of new patient appointment packet.
• Answers telephone calls, responds to emails, and manages other referral inputs for new patients.
• Collects detailed clinical information provided by patients, internal/external providers, and staff from ancillary services, and either resolves problems directly or ensures appropriate escalation to management.
• Provides program-specific information to callers and refers calls as necessary.
• Schedules patient visits and manages changes, ranging in complexity.
• Provides information to the patient regarding the need for insurance referral(s) and refers calls as appropriate.
• Assists in processing paperwork associated with clinical care, including managing materials requests and signing up for the EMR portal.
• Strives to meet defined service levels and key performance indicators.
• Other duties and responsibilities as required.

Requirements & Tech Stack

PC proficiency required

Qualifications

• Ability to comprehend and implement new concepts or modifications to processes requests quickly.
• Ability to function as an integral member of the team.
• Excellent communication, organizational, and customer service skills.
• Strong attention to detail.
• Must possess the ability to multi-task and problem-solve on the spot.
• Excellent phone etiquette.
• Bachelor’s degree in health administration or a related field is strongly preferred.
• Up to 1 year of experience in healthcare and/or customer service.

Patient Contact

• Interacts with the adult patient population.