Patient Care Coordinator Call Center

Job Description

Job Description

PATIENT CARE COORDINATOR – CALL CENTER

Our Call Center Patient Care Coordinators are responsible for managing inbound scheduling and patient communication across all departments within our organization (ENT, Sleep, Imaging, Cosmetic, Allergy, Audiology, Oral Appliance, Post-Operative, and any others as they apply). They serve as the primary point of contact for patients seeking appointments, follow-up care, and general assistance, ensuring inquiries are handled promptly, accurately, and professionally.

This role manages a high volume of telephone calls, electronic inquiries, online scheduling requests, referrals, and internal task assignments. Call Center PCC's monitor multiple communication platforms and work closely with providers and clinical teams to ensure patients are scheduled appropriately and receive timely follow-up. Their work is critical to maintaining access to care and delivering a responsive, patient-centered experience.

Travel may be required to any Chicago ENT/Chicago Sleep Center or affiliated location.

This role will report to the Call Center Lead.

PRIMARY RESPONSIBILITIES

• Meet established Call Center performance standards, including but not limited to average hold time, call handling efficiency, first-contact resolution, accurate call routing, abandonment rate, and bounce/transfer rates, while maintaining a high level of professionalism and customer service.
• Schedule and register patients for a wide range of appointments, including ENT, Sleep, Imaging, Cosmetic, Allergy, Audiology, Oral Appliance, and Post-Operative visits.
• Ensure accurate entry of demographic, insurance, and appointment information into the electronic medical record (EMR).
• Respond promptly and professionally to patient, provider, and staff inquiries via telephone, voicemail, web, SMS, and EHR messaging.
• Monitor and complete tasks assigned to the "User, Scheduler" work queue.
• Review appointments scheduled by automated scheduling partners for accuracy and appropriateness.
• Review online appointments scheduled through Healow and Zocdoc to ensure they are booked correctly and obtain any missing information.
• Manage and respond to messages received through:
  • NotifyMD (after-hours and overflow call service)
  • PerfectServe (provider on-call communication)
  • Healow online scheduling
  • Zocdoc online scheduling
  • Glacial Media website inquiries
  • Department and staff voicemail boxes
  • Specific system names or vendors for managing correspondence are subject to change (add or remove)
• Contact patients to schedule new appointments, coordinate follow-up care, and reschedule existing appointments as needed.
• Process inbound referrals to register patients referred to the practice.
• Provide knowledgeable responses to patients and family members regarding appointment types, preparation instructions, insurance requirements, and scheduling options.
• Escalate clinical questions or urgent concerns to the appropriate department.
• Other duties as individually assigned.

REQUIRED QUALIFICATIONS

• High school diploma or equivalent required
• Ability to work within an EMR database and navigate through a Windows environment required
• Must be able to type a minimum of 30 words per minute with 90% or greater accuracy

PREFERRED QUALIFICATIONS

• 1-5 years of experience as a healthcare call center representative, patient access representative, patient service representative, medical scheduler, medical assistant, or medical receptionist
• Bilingual in English and Spanish (speaking, writing, and comprehension)
• Experience working in a Sleep or ENT Specialist Office

SUPERVISORY RESPONSIBILITY

This position has no supervisory responsibility.

CERTIFICATES, LICENSES, REGISTRATIONS

None.

ENT is an Equal Opportunity Employer. We offer competitive salaries and benefits, including medical/dental, life and disability coverage, generous vision benefits, a 401 (k) plan with a match, vacation time, and weekends and major holidays off.

All applicants should be aware that employment is contingent upon the successful completion of a background check and drug screening. Failure to provide accurate information or pass these requirements may result in withdrawal of the employment offer.