Client Care Coordinator

Client Care Coordinator

Position Summary and Description :

Watson Psychiatry is an expanding mental health / psychiatry practice in Centennial Colorado. We are seeking a Client Care Coordinator to join our growing team.

This position responds professionally to calls from patients to schedule office visits. Will communicate with patients so that they can understand, recognize their individual needs to provide the highest quality patient experience while maintaining accurate patient notes in our system.

The CCC is responsible for scheduling and interacting with patients via telephone, text, or email, and in some cases face-to-face to collect the necessary information to schedule, reschedule or cancel appointments with our Network Provider group.

Position Details :

• Part-Time / Full-Time
• Non-Exempt
• Monday through Friday
• Pay range : $19.00 - $22.00 per hour
• Reports to : Provider and Manager / Supervisor
• Location : Centennial Office / Occasional remote work with prior approval only

Benefits for Full Time position only :

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Essential Duties and Responsibilities :

• Coordinate and manage patient scheduling by using effective communication skills, scheduling strategies, and management tools while adhering to company processes
• Follow up and connect with patients who have inquired about our services to get them scheduled in an appropriate time frame.
• Excellent patient communication skills
• Communicate professionally in a manner aligned with company values in a non-
• judgmental and non-discriminatory manner while preserving the patient’s rights to
• maximize patient satisfaction
• Effectively manage of in / outbound calls and emails while maintaining a high level of customer service
• Patient On-boarding responsibilities to include effective communication of process, paperwork, reminders, cancellations, maintain accurate records, assist with patient documentation to include collection of demographic, insurance, and medical history information
• Entry level collection
• Functions such as setting up payment arrangements, collecting co-pays and / or any outstanding balances due while following the company’s collection process and collaborating with the billing department as necessary

Administrative responsibilities and expectations :

• Actively Participates in staff meetings to contribute to the development of patient care improvements and the department’s efficiency and effectiveness
• Functions as the patient’s advocate to ensure optimum patient satisfaction with the experience and the care they receive.
• Effectively manage escalation of patient satisfaction issues to appropriate staff member
• Support patients in distress with the use of de-escalation tactics to the best of your ability and / or escalate as needed to manager

General :

• Perform other tasks projects and assignments as requested by the management team.
• Complete all medical records requests following appropriate timelines and protocols
• Review and complete fax and email requests / uploads
• Arrive and depart work punctually, accurately record time in time tracking system
• Adhere to all HIPAA regulations
• Complete all required and recurring training as assigned

Required Knowledge, Skills, Abilities :

• Displays detailed oriented work with excellent grammar and spelling skills
• Demonstrates initiative and strong organizational skills
• Proficient in computers and relevant software applications including multiple screens, and
• electronic recordkeeping
• Excellent interpersonal and problem-solving skills
• Ability to stay calm in stressful situations and act with compassion, care, and concern
• Strong grasp on the company’s service offerings and patient service policies
• Knowledge of customer service principles and practices
• Maintains up-to-date knowledge levels in his / her assigned areas of responsibility.
• Understands and complies with company policies as outlined in the Employee Handbook and Company Policy and Procedures.
• Understands company operations beyond his / her / their own area of responsibility and uses this knowledge to assist and support other parts of the organization.
• Accepts feedback and takes action to enhance his / her strengths and improve areas that need attention.
• Accepts accountability for the achievement of his / her assigned departmental and individual goals / objectives and can be depended upon to be at work according to his / her / their assigned schedule.
• Develops new methods and / or modifies existing processes to streamline tasks and improve department efficiency.
• Establishes and maintains professional and positive relationships with all members of the company, outside organizations, clients, providers, patients and any other individual or organization necessary to effectively perform the duties and responsibilities of the position
• Maintains strict confidentiality of all company and patient information in all situations
• Demonstrates positive support for the mission and values of the company in all situations.

Minimum Qualifications :

• High School Diploma or GED equivalent
• Minimum of 1 2 years experience as a patient scheduler, receptionist / customer service role (psychiatry / mental health experience preferred).
• Prior Call Center experience in a medical office strongly preferred
• Experience with electronic scheduling system and electronic medical records (RXNT), phone system (Ring Central) - preferred
• Excellent verbal and written communication skills, particularly in a telephone and in-office environment.
• Excellent ability to handle pressure situations and diffuse problems. High level team spirit and dedication to teamwork and to patient satisfaction.

Ability to perform in a leadership role.

Physical Demands and Work Environment :

• Prolonged periods sitting at a desk and working on a computer
• Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards.

Watson Psychiatry is an equal opportunity employer. We value and welcome diversity to our team.

If interested in additional information and / or an interview, please email your resume and cover letter to Nicole Watson at [email protected]