Position Summary

The Patient Care Coordinator serves as the primary liaison between patients, providers, and insurance companies within the Pain Management Division. This role ensures patients receive coordinated, compassionate, and efficient care throughout their treatment journey. Responsibilities include scheduling appointments, managing patient communications, coordinating procedures, and supporting both clinical and administrative operations.

Key Responsibilities

• Schedule and coordinate patient appointments, follow-up visits, injections, and procedures.
• Maintain accurate and up-to-date patient records within the Electronic Medical Record (EMR) system.
• Communicate with patients regarding treatment plans, referrals, medical records, test results, and appointment reminders.
• Coordinate care with physicians, nurse practitioners, pharmacies, imaging centers, and referring providers.
• Monitor provider schedules and support efficient patient flow.
• Handle incoming calls, patient concerns, and messages in a professional, courteous, and empathetic manner.
• Ensure compliance with HIPAA regulations and organizational policies regarding patient privacy and confidentiality.
• Support billing and collections processes by verifying demographic and insurance information.
• Educate patients on clinic procedures, pain management services, and treatment expectations.
• Assist with insurance authorizations and other administrative duties as needed.

Preferred Skills

• Experience with pain management procedures, treatments, and terminology.
• Bilingual communication skills preferred.
• Experience using eClinicalWorks (eCW) EMR software.
• Knowledge of insurance verification and prior authorization processes.

Work Environment

• Fast-paced healthcare administrative environment with a high volume of inbound and outbound patient communications.
• Frequent interaction with patients experiencing chronic pain, requiring empathy, patience, active listening, and professional communication skills.
• Regular management of time-sensitive requests, scheduling needs, and coordination with healthcare providers while maintaining accuracy and efficiency.
• Collaborative team environment requiring flexibility, multitasking, and attention to detail.

Core Competencies

• Patient-centered communication
• Attention to detail
• Time management and prioritization
• Problem-solving and critical thinking
• Team collaboration
• Adaptability and flexibility
• Confidentiality and professionalism
• Customer service excellence

Requirements

Qualifications

• High school diploma or GED required.
• Previous experience in healthcare coordination, medical office administration, patient services, or pain management preferred.
• Knowledge of medical terminology, insurance verification, and prior authorization processes.