Patient Care Coordinator

Job Function: Patient Care Coordinator
Job Level: Individual Contributor
Employment Status: Full-time
Primary Location: Astoria, NY

Job Summary:

The Patient Care Coordinator is a proactive role designed to ensure exceptional patient
experiences throughout their journey with us. The Patient Care Coordinator will advocate for
patients' needs, coordinate care among healthcare providers, and maintain a supportive
environment conducive to healing and well-being.

Key Responsibilities

Patient Advocacy:

• Advocate for patients' needs within the practice, addressing concerns promptly and effectively.
• Assist patients in navigating the physical therapy process, providing guidance and support as needed.
• Communicate patient insurance coverage, benefits, and responsibilities.
• Coordinate with different departments and external vendors for updates and services.
• Assist patients with appointment changes and scheduling.
• Educate patients about their treatment plans, exercises, therapy goals, and expected outcomes.
• Ensure compliance with HIPAA regulations to protect patient privacy.
• Collaboration and Coordination:
• Coordinate with physical therapists and healthcare professionals to ensure seamless patient care.
• Communicate relevant patient information to therapists, facilitating continuity of care.
• Collaborate closely with the clinic manager to streamline operations and improve patient care processes.

Patient Experience:

• Create and maintain a welcoming, positive, and compassionate environment for patients.
• Engage with patients during exercises, actively listening to their concerns and addressing them empathetically.
• Capture positive moments on video to enhance the patient experience and showcase our commitment to care.
• Collect patient feedback and reviews to continuously improve our services and patient satisfaction.
• Represent the organization's values by upholding standards of professionalism and care.

On-premises responsibilities:

• Ensure the clinic is clean and organized all the time; this includes, but not exclusively, bathrooms, kitchen, pool, front desk, exercise area, and storage areas.
• Regularly disinfect high-touch surfaces, including counters, door handles, and seating areas in waiting and treatment areas.
• Receiving shipments, opening boxes, and restocking supplies.
• Keep all therapy rooms neat, ensuring equipment is sanitized and properly stored after each use.
• Assist in the assembly of the clinic's furniture, e.g., chairs, cabinets, tables, and beds.
• Dispose of waste appropriately, ensuring trash bins in common and clinical areas are emptied regularly.
• Collect patients' responsibilities, e.g., copay, coinsurance, deductible, etc., and safely keep it and deliver it to the manager on a weekly basis.
• Organize patient forms, brochures, and other materials at the front desk to create a tidy and welcoming environment.
• Ensure that any spills or hazards are promptly addressed to maintain a safe environment for patients and staff.
• Collect used towels, place them in the washer, transfer them to the dryer once cleaned, and fold them when dry.
• The Patient Care Coordinator may be required to assist with clinical tasks, such as supporting pain management services, as needed, based on qualifications and training

Qualifications

• A high school diploma or equivalent is required; a bachelor's degree in healthcare administration, business administration, or a related field is preferred.
• Experience in a physical therapy practice or healthcare setting is preferred.
• Strong interpersonal and communication skills, with the ability to empathize with professionals.
• Organizational skills and attention to detail for managing appointments and effectively communicating with patients and healthcare, records, and administrative tasks.
• Knowledge of medical terminology, insurance processes, and HIPAA regulations.
• Ability to work independently and as part of a team in a fast-paced environment.

Physical Requirements

• Ability to stand, walk, and assist patients as needed during therapy sessions.
• Minimal lifting may be required to assist patients or move light equipment.

Tools and Technologies

• Electronic Medical Records (EMR) Systems (Web PT)
• Office Productivity Software (Microsoft Office, Google Workspace)
• Digital Communication Tools (Email, instant messaging)