Senior Patient Contact Coordinator

Summary of Responsibilities

Primary point of contact for first line Patient Contact Coordinator to field, screen, and resolve daily questions and issues before they are escalated to a Supervisor. Provide direction on scheduling issues or conflicts to the PCC's. Reviews the open appointment schedule on a daily basis to ensure schedules are filled to capacity as soon as possible. Become well versed in the company appsto ensure all appointments are scheduled appropriately. Provide additional training to new call center reps as designated by the Supervisor or Call Center Manager. Participates in process improvement groups to use job knowledge to assist in building a better patient experience. Can assist, when needed, for handling and scheduling patient appointments and procedures

This position serves the Call Center at 1 Meridian Blvd in Wyomissing.

Job Classification: Category III – This position has no occupational exposure to blood borne pathogens.

Job Relationships

• Reports to appropriate Supervisor
• Regular interaction with peers, employees in other depts. and providers offices
• Works cooperatively with managers and peers
• Ability to resolve conflict with patients and peers

Responsibilities - The duties and responsibilities of the Senior Patient Contact Coordinator include, but are not limited to:

• Provide daily oversight to PCC's for general inquiries
• Resolve patient conflicts prior to seeking assistance from Team Lead
• Provide direction and become subject matter expert on company app processes
• Help develop cross functional team with other scheduling groups within the department
• Identify areas of improvement on daily activities PCC's are involved with
• Work closely with Team Lead to identify areas of additional training needs for new hires
• When needed during peak phone times, schedule new/established patients for office visits/procedures
• Assist with Patient Registration
• Provide Excellent Customer Service to patients and peers
• Expected to complete other responsibilities and tasks as assigned

Physical Activities and Requirements

• Repetitive hand movement due to extended computer use
• Extensive phone and computer usage

Work Schedule

This position is full-time, 8 hours per day, Monday through Friday. Evening hours or Saturdays may be required contingent on office schedules

Other Duties

Responsibilities may be added or altered at the discretion of USDH MSO leadership.

High School Diploma or GED Required

Call Center Experience Preferred/Customer Service Experience in a Call Center Preferred

Knowledge of (e.g. Medical terminology, CPT codes, ICD-10 codes)

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