PATIENT CARE COORDINATOR

I. BASIC FUNCTION

• The Patient Care Coordinator (PCC) is an integral member of the Health Center’s care team and supports the Health
• Center and its patients to achieve enhanced clinical quality outcomes through patient-centered intradepartmental
• coordination. The PCC will accomplish this through scheduling patients, performing EHR chart review, pre-visit
• planning and huddling with care teams, coordinating with referral specialists to track patients to ensure test and
• appointment completion, and outreaching to patients.

All employees of FCHC must ensure service standards are delivered, including

FCHC Core

• Demonstrates a commitment to FCHC mission and vision.
• Demonstrates a positive attitude towards patients, employees, role, and the health center.
• Demonstrates FCHC core values (accountability, courtesy, excellence, flexibility, integrity, respect).

Customer Service and Professionalism

• Smiles and makes appropriate contact, greets individuals upon entry into building and space.
• Is customer service oriented to both internal (colleagues) and external (patients, clients, vendors, etc.)

Customers. Treats patients, customers and colleagues with dignity and respect.

• Provides timely response to requests, tasks, and inquiries. Demonstrates good service turnaround.
• Demonstrates good communication skills and communicates in a tactful manner.
• Exhibits conflict resolution skills in order to foster effective working relationships and embraces a teamapproach.
• Adheres to FCHC’s dress code policies. Employee appearance and grooming appropriate.

Show(s)

• Consistently shows commitment to position and team performance (i.e., attendance and punctuality).
• Consideration and acceptance of cultural differences of others; works well with individuals of diverse backgrounds, supporting a culture of justice, equity, diversity, and inclusion.
• Participates in training and professional development and completes required trainings in a timely manner.

Safety

• Adheres to and promotes a culture of safety and cleanliness.
• Adheres to HIPPA/Confidentiality standards.
• Respectful of FCHC property, properly and safely uses Health Center Equipment.

II. INTRADEPARTMENTAL RELATIONSHIPS

Department Officer: Chief Operations Officer

Reports to: Nursing Director

Supervises: None

JOB DESCRIPTION

DEPARTMENT: HEALTH OPERATIONS

JOB TITLE: PATIENT CARE COORDINATOR

PATIENT CARE COORDINATOR

III. PRIMARY RESPONSIBILITIES

• Patient Outreach
• Contacts patients via reminder letter, telephone call, or patient portal message to schedule appointments and remind patients about overdue care, including procedures, lab tests, and appointments related to quality metrics.
• Performs chart review prior to outreach to ensure that CQM and related information is accurate and up to date.
• Utilizes motivational interviewing skills as necessary to appropriately engage patients, directing and receiving support from clinical care team(s) when necessary.
• Documents outreach and other notes in EHR and other databases for quality contracts and to communicate to clinical and ancillary team’s information about care that is due for individual patients.
• Prepares and facilitate distribution of pre-visit planning documents as directed for care teams.
• Identifies best practices for effective outreach and provide recommendations to pertinent staff accordingly.
• Chart Review, Care Coordination, and Follow-Up
• Performs EHR chart review for EHR based quality measures and reconcile with excel spreadsheets as required for ACO and other clinical quality measures (CQM).
• Compares supplemental claims and consult notes with EHR records and update as necessary to prepare for upcoming patient appointments, hospital transitions.
• Gathers and prepare recent specialist notes and hospital discharges for upcoming patient appointments.
• Checks Cyber Access for Medicaid patients.
• Coordinates with providers and outreach to patients to complete quality metrics.
• Assist Nursing Team with Patient Care
• Answers patient phone calls and schedule patient appointments as directed.
• Assists nursing team with scheduling new patient appointments. Prepare patient for their first visit with FCHC

PCP and obtain medical records as necessary to prepare chart for PCP.

• Completes paperwork associated with referrals including but not limited to prior authorizations, patient letters, consult notes.
• Contacts patients for negative/normal test results via phone or patient portal.
• Checks Cyber Access for medication adherence and hospitalizations.
• Coordinates outside refill requests.
• Coordinates faxes in provider flow and distributes to appropriate personnel.

IV. PERIODIC DUTIES

• Participates in Center staff problem solving groups.
• Performs other duties as assigned.

PATIENT CARE COORDINATOR

Page 3.

V. WORKING RELATIONSHIPS

• Experience and demonstrated abilities for working in a multi-cultural setting.
• Ability to collaborate and interact with a diverse group of health care professionals.

• Inside Center: All inclusive.
• Outside Center: Clients, community organizations and agencies, professional colleagues and
• organizations, managed care organizations, health center-controlled network.

VI. QUALIFICATIONS/ POSITION REQUIREMENTS

• Associate Degree or equivalent work experience required.
• Graduate of an accredited college or university with a Bachelor’s Degree in Business or Health Administration,Public Health or related field preferred.
• Minimum of two (2) years experience in a health care setting; experience in a community health center is a plus.
• Experience as a Medical Assistant is a plus.
• Knowledge of chronic care management preferred.
• Familiarity with managed care organizations preferred.
• Excellent verbal and written communication skills required.

VII. ESSENTIAL FUNCTIONS/ KEY COMPETENCIES

• Experience with electronic health records.
• Experience and demonstrated abilities for working in a multi-cultural setting.
• Ability to strongly embrace and personify the mission of the Family Care Health Centers.
• Ability to organize and prioritize work appropriately.
• Excellent patient and client relations skills.

PATIENT CARE COORDINATOR

VIII. CONTINUING EDUCATION

• Active professional development as demonstrated through attendance in seminars, continued education programs, etc. is strongly encouraged.
• Satisfactory maintenance of continuing education standards as established by professional licensing requirements