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Your Impact - The Care Coordinator will work with all clinics, online appointments, and incoming calls to ensure that all patients’ get access to care. The Care Coordinator serves as a valued member of the SPEAR team, helping patients on their path to getting back to life by creating that first impression.
As a SPEAR Team Member, you naturally exhibit SPEAR’s values by default. Your talents instinctively result in actions of Service, Passion, Empathy, Accountability, Respect, Impact and Teamwork. You put people first, and know that every team member, and potentially every New Yorker within travel distance to any of our clinics, relies on you to help them become the best versions of themselves.
Your Success Factors:
Respect & Teamwork: You understand that respect is the only way employees, customers and SPEAR will succeed. You cultivate a culture of teamwork and are committed to supporting our team.
o Punctuality is an essential component to your success. On time to you is 10 minutes early to the rest of the world.
o You make it habit out of practicing our SPEAR-IT values: Service, Passion, Empathy, Accountability, Respect, Integrity, and Teamwork in relation to your work, life, and attitude towards others.
o Communicate efficiently & effectively with team members and clinics when there are any issues preventing you from completing your task on time.
Impact & Passion: You take pride in making a positive impact on the New York Community and healthcare industry. Your passion ensures that all clinics achieve operational targets, making it easy for patients to connect with our devoted team to receive the care they need.
o Ensure scheduling of patients is at accuracy rate greater than 97%.
o Ensure Case is updated and complete with no errors within 24 hours of arrival.
o Collect 97% or greater of the expected over the counter collection for the day.
o Respond to voicemail messages and or emails within 2 hours in receipt.
o Go that one step further; offer coffee or water when patients are waiting.
Empathy & Service: You exhibit 5-star customer service for all SPEAR patients through empathy. You respond efficiently and accordingly because you understand their feelings and needs.
o Ensure proper phone etiquette when answering calls i.e., Good Morning, thank you for Call Spear How can I help.
o Answer 90% of all calls per day with in two rings.
o Ensure to providing as much detail during the call-in anticipation of the Patient’s needs.
o Reply to all phone calls, emails, and Online Appointment Requests within 1 hour.
o Maintain a Net promoter Score of 82% or higher.
Accountability: You are a champion of customer access, accountable for ensuring our financial process never keeps a single New Yorker from getting back to life. You are committed to our patients, and their physicians, by navigating through the financial processes in healthcare to get them the therapist and the treatment they need.
Schedule management
Appropriate scheduling for specialties and or provider types i.e., OT (Occupational Therapy) vs. PT (Physical Therapy)
Keep an update to date waitlist.
Accuracy rate of <97% on scheduling of specialty appointment types
Utilized available open spaces for optimal scheduling of visits.
Maintain an error log of <2% monthly.
Ensure patients are rescheduling verse canceling.
Offer a Telehealth appointment instead.
Ensure all open tasks are completed weekly and before 30 days.
Ensure all authorizations submissions are sent within 24 hr. of completion by therapist.
Assist in authorization submissions and updates
Assist with care coordinator functions
New Hire training
Ensure all levels of responsibility have been clearly reviewed with in first week of hire
Review SPEARIT values
Review schedules
Build Culture of high performance
Be accountable
Communicate
Be engaging
Manage metrics
Facilitate team work to improve workflow and the patient experience
Your Team
· Report to: Clinical Director
· Primary Interactions: Regional Dofi, Customer Service Center Team, Care Coordinators, Verifications Specialist, Physical Therapy team, and RCM ManagerY
Job Requirements
- Physical Therapy Technicians are responsible for supporting patient care by preparing treatment areas, gathering equipment and materials, and performing procedures under the direct supervision of a Physical or Occupational Therapist.
- Physical Therapy Technicians are expected to execute a high standard of clinical excellence while maintaining 5-star customer service.
- Spear strives to foster a true community environment for both patients and team members; therefore, a collaborative spirit is valued to ensure everyone receives the care and support they need.
- Other duties as assigned
Qualifications
- Previous customer service experience.
- Strong communication skills and ability to multi-task.
- A strong attention to detail and willingness to grow.
- Athletic experience a plus!
What we offer
- Mentorship Programs and Spear's award-winning Future Leaders Program (SFLP).
- One Medical paid membership.
- Learn more at onemedical.com/business
- Medical, Dental, Vision Benefits, Commuter FSA Plan.
- 401(K) Safe Harbor Match: SPEAR will make a matching contribution equal to 100% of the first 3% of annual compensation, plus 50% of the next 2% of annual compensation. The total SPEAR matching contribution will not exceed 4% of your annual compensation
- Generous paid time including PTO, Floating Holidays, Company Holidays, Mental Health
- Employee Perks: discounted rates for entertainment, travel, fitness, insurance plans, etc.
- Commuter benefit - travel costs from paycheck before taxes.
- Gym membership discounts with Blink & Crunch Fitness.
- Company Events - Annual Summer Picnic and Holiday Awards Celebration
Who we are looking for
- We value empathy in our team members and a dedication to clinical excellence -- whatever your workstyle -- above all else. While we are looking for both entrepreneurial big-thinkers and those dedicated simply to the day-to-day of treatment, successful candidates will understand that being clear is kind and that actions express priorities. No matter where you are in your career, we are positive you will find your niche with us and grow.
- A passion for the field of physical and occupational therapy.
- A proactive, collaborative, team-oriented attitude because we don’t work in silos.
- A dedication to not only rehabilitating patients’ injuries but their confidence and vitality as well.
- A sense of accomplishment from pairing your clinical excellence with emotional intelligence.
- You celebrate wins and learn from losses with your patients, colleagues, and surrounding communities.
- A resonance with our SPEAR-IT values:
- Service
- Passion
- Empathy
- Accountability
- Respect
- Impact
- Teamwork
Further success factors may include:
Physical Requirements
- Requires the manual dexterity and general strength and endurance
- Lifting—routinely loads of 5-35 pounds from
- Floor to waist
- Waist to shoulder
- Shoulder to overhead
- Carrying—routinely loads of 5-10# for 40-50’
- Pushing---routinely loads of 5-150# on casters, runners or pulleys
- Sustaining a grip---routinely for 1-2 minutes of 40-50#
$16.50 - $16.50 an hour
ABOUT US:
Spear Physical and Occupational Therapy is the nation’s leading outpatient practice. With more than 40 clinics in the New York Tri-State Area and 25 years of experience, Spear provides unprecedented patient access to physical and occupational therapy through its robust list of services covered by most major insurances. Since its founding, Spear has been honored by some of the top medical, academic, and business communities. Among these accolades, they have twice been named the nation’s top physical therapy practice by the American Physical Therapy Association and WebPT, received the Columbia Award for Leadership in Clinical Education, served as official therapists to Olympic teams and Broadway shows, and been featured for their expertise in The New York Times, CBS News, Good Morning America, The Today Show, and more. Learn more about Sear’s history of excellence at spearcenter.com.
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