Patient Care Coordinator, ESA

Description

JOB DESCRIPTION:

• This position supports The Emory Clinic outpatient operations with overall care coordination for patients, serving as their primary point of contact for all customer service, administrative and scheduling needs.
• They act as the liaison for the patient and family, working with both administrative and clinical staff from multiple departments to improve the patient's overall experience with Emory Healthcare.
• Position enhances the patient experience by serving as the primary point of contact and administrative care coordinator for established patients and/or family members.
• They ensure that all related patient appointments for an episode of care are secured in a timely manner and coordinated for patient convenience and address and resolve process or administrative issues impeding timely access to care.
• Responsible for collaborating with physicians and members of the care delivery team to triage, coordinate and consistently manage the patient care experience.
• Position works with patients and families to answer questions, provide emotional support and resolve issues concerning the administrative coordination of their care.
• Administratively coordinates care for established patients and serves as the primary point of care for these patients and their families.
• Develops and coordinates a system which organizes the flow of patients from initial appointment through completion of their care experience.
• Collaborates with nursing and physician teams to ensure appropriate appointments are secured in a timely manner.
• This would include return visit coordination, Surgery and ancillary appointment scheduling.
• Works collaboratively with the nursing team to ensure timely return of clinical phone calls.
• Applies advanced interpersonal and communication skills in all interactions with patients, clinical personnel, administrative personnel and care providers.
• Demonstrates attitudes and behaviors which contribute to the smooth coordination of care and enhances each patient's experience with Emory.
• Treats all individuals with dignity and respect and participates in activities to improve working relationships within the section.
• Actively participates in section activities such as staff meetings, supervisory meetings, patient satisfaction meetings etc.
• Manages workload and assignments effectively.
• Adapts well to changes and priority level of duties.
• Demonstrates flexibility with section and organizational need.
• Serves as a role model of excellent customer service.
• Responds constructively to the needs of all those he/ she interacts with on a daily basis.
• Assesses and monitors customer satisfaction and responds promptly to voiced and identified concerns.
• Acts as an administrative resource/expert for all staff in the coordination of a patient's care.
• Communicates with staff complimentary/constructive feedback from self and others.
• Works collaboratively with section and Emory Clinic management in implementing strategies to see a statistically significant increase in patient satisfaction results each quarter.
• Works collaboratively with section management to actively investigate and remedy patient complaints received from within the staff, physicians, patient relations and members of other departments.
• Works closely with patient relation's representatives.
• Assists section management in monitoring customer satisfaction.
• Performs all other duties as assigned.

MINIMUM QUALIFICATIONS:

• 12 months of work experience in a patient care coordination or patient scheduling role preferred.
• High School diploma required; Bachelor's degree with an emphasis in healthcare administration, business, or related field preferred.
• Proficient computer skills required.
• Excellent communication skills, both verbal and written, are required.
• Ability to provide a high level of customer service is required.

PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.