Supervisor, Patient Care Coordinator

Supervisor, Patient Care Coordinator

Position Summary: The Supervisor, Patient Care Coordinator serves as the primary liaison between patients, staff, and physicians. It is a supervisory role with oversight of staff scheduling, coverage, selection and training of the Patient Care Coordinators. The position is a working supervisor role, including, when necessary, providing coverage for staff members.

Responsibilities/Accountabilities:

Department:

Administrative:

1. 1. Schedule surgery and complete all associated surgery paperwork, prepare consents, etc.
   2. Obtain insurance pre-certification as needed for diagnostic procedures, treatment, medication, or surgery.
   3. Schedule, cancel and reschedule all appointments and testing for patients.
   4. Assure that any special surgical instruments/devices or DME have been ordered for surgery and post op care.
   5. Send completed pre-admission testing to the appropriate surgery location prior to patient's surgery.
   6. Prepare x-rays and other patient information for doctor to take to surgery.
   7. Answer, triage, and return phone calls.
   8. Complete disability forms or other documents requested by patients, reviewing with physicians as needed.
   9. Work with the Patient Accounts department to ensure that hospital charges or consults are entered for billing and works to resolve any missing information or answer questions in support of accurate coding.
   10. May provide coverage for vacation/sick calls for other team members.
   11. Place prescription refill orders at the direction of the physician/mid-level.
   12. Updates and maintains patient documentation in the EMR system.
   13. Various clerical duties including copying, faxing, scanning and filing patient documentation as needed.

Clinical:

1. Assist surgeon during office hours by facilitating patient flow, accompanying patients to exam/procedure rooms, assisting patients as needed with walking, transfers, dressing, specimen collection and preparing for exam.
2. Provide patient education related to treatment.
3. Answer, triages and returns phone calls.
4. Communicate changes to clinic schedule as needed.
5. Respond to patient concerns or questions in a helpful and objective manner involving physician, mid-level, or other leaders as appropriate.
6. Coordinate with front desk/registration and clinical team in assisting with patient visit, flow, etc. Helps facilitate rescheduling of appointments when necessary if physician is running behind.
7. May be trained to perform patient care including but not limited to removing or applying wound dressing, application of bracing/casting, and removing sutures or staples consistent with physician preference and preparing supplies and injections for providers.
8. May train Patient Care Coordinator team members for hands-on patient care duties.

Staff Selection and Performance Management:

1. Works with HR to interview and select staff and timely completion of related documentation.
2. With HR Support, ensures performance appraisals define and measure a high level of work performance.
3. Completes introductory and annual performance appraisals based on observed behaviors and work outcomes supported by appropriate documentation.
4. Works to understand how staff are motivated and balance the needs of the organization and the individual. Sets expectations and rewards staff or achieving desired performance.
5. Initiates coaching, disciplinary action, and performance improvement planning to address violations of policy and/or poor performance.
6. Facilitates conflict resolution with staff with support as required based on circumstances.

Orient and Train Staff:

1. Orients new staff, ensuring they know the purpose of the organization, their department and position.
2. Ensures that employees have resources, tools, feedback, assistance and training needed to achieve desired performance including productivity and qualitative expectations.
3. Provides effective and timely on-the-job training such that performance objectives are clear, staff members have knowledge and skills necessary to perform effectively.
4. Builds learning into work performed such that staff gains increasing understanding of how and why work is performed.
5. Instruction and information provided to staff results in complete understanding.
6. Educates staff on all applicable new or established policies, procedures, and expectations.

Leadership:

1. Supports the mission, vision, values and code of conduct, goals and objectives of Orthopedic One.
2. Proactively reviews metrics important to the department workflow including work volume, customer satisfaction measures, etc. and makes recommendations to modify schedules, staff hours/staffing levels, and workflows to maintain productivity, quality, and accuracy.
3. Decisions, including those pertaining to staff, reflect complete and accurate analysis of relevant issues (past practices, work history, individual and group performance, department and company needs, consistency, fairness, regulatory or legal concerns, etc.).
4. Adheres to and administers company policies consistently and fairly in all matters (Employee Handbook, P&P, Risk, etc.).
5. Manages time and attendance to ensure employees are paid accurately and consistently based on company practices and policies.
6. Maintains department schedule/calendar and provides timely response to PTO requests.
7. Submits reports/documents to appropriate parties in a complete, accurate and timely fashion (Personnel Action Notice, expense reports, etc.).
8. Promotes and supports an environment in which staff members engage in appropriate professional development, continuing education and lifelong learning opportunities.

Professional Development:

1. Prepares appropriately to attend and participate in company meetings or projects as assigned.
2. Facilitates special projects or assignments at the request of management.
3. Attends to own professional development responsibilities and encourages/plans for staff to do the same.

Teamwork:

1. Works cooperatively with coworkers, providers, and management.
2. Shares knowledge and insights with co-workers in a constructive manner.
3. Willingly provides coverage to department, staying beyond scheduled ending time when clinic schedule demands it, volunteering to cover time off or unexpected absences, maintaining workflow in department without direct supervision.
4. Addresses conflicts with person directly before involving manager or uninvolved peers.
5. Is considerate of others with regard to taking breaks or meal periods, use of computer and telephone, and noise in department.

Education, Experience, and Certification/Licensure Required:

A high school diploma/GED required. Candidates will be required to have completed a medical assisting or comparable education or work experience. Certification related to the educational program is desired, such as Certified Medical Assistant. Prior experience as a patient care coordinator is essential, preferably with Orthopedic One. Customer service experience and computer skills consistent with use of electronic medical record is required. Previous supervisory and staff training experience preferred. Previous casting experience desired. Must maintain current CPR certification.

Knowledge, Skills, and Abilities:

Knowledge of medical safety practices and requirements; Skill in identifying problems, researching and recommending solutions; Experience in electronic medical records or electronic charting system and proficient keyboarding skills; Knowledge of human anatomy and medical terminology; Able to communicate clearly with patients, family members, physicians and staff to assist and facilitate flow within the clinic and ensure patient safety; Able to perform a variety of clinical/patient care skills which may include but is not limited to remove sutures and staples, perform basic wound care including dressing removal and application, apply and remove casts, and fit various DME products; Able to perform a variety of administrative tasks specific to a surgical office environment including but not limited to scheduling appointments, scheduling surgeries, obtain insurance authorizations, pre-certifications, etc. Able to collect blood samples and complete specimen collection processes following procedure; Able to stand/walk for extended periods of time; Able to stoop, bend and lift as needed to transfer and assist patients and stock medical supplies weighing as much as 20lbs; Able to apply written and oral instructions; Skill in exercising high degree of initiative, judgment, discretion and decision making; Able to project a professional, tactful and diplomatic image to patients and employees; Able to approach work assignments with positivity.