[Hiring] Virtual Patient Care Coordinator @Upstream Rehabilitation

Role Description

The Virtual Patient Care Coordinator (VPCC) supports clinic growth through excellence in execution of the practice management role and patient intake processes and supports multiple clinics through remote coverage of patient intake collection and scheduling. This individual will work in collaboration with the VPCC Lead, Regional Practice Manager (RPM), Clinic Director, and technician to carry out efficient clinic procedures. The VPCC position is responsible for supporting the mission, vision, and values of Upstream Rehabilitation.

Responsibilities

• Review patient portal and assign incomplete forms via WelcomeWare platform
• Manage virtual calls/check-in via the WelcomeWare kiosk
• Make all welcome calls
• Monitor and influence arrival rate through creation of a great customer experience
• Authorization management
• Group task management
• Track various reports and metrics, including:
  • Inactive patients
  • Discharge candidates
  • Progress notes
  • Past due tasks
  • POC tasks
  • Referral management
  • Charges holding
  • Guarantor minor
  • Guarantor address deficiencies
  • POS collections
  • V/FTE
  • Volume
  • Caseload tab
• Work in a remote Contact Center environment and be on the phone 100% of the time
• Collect all money due at the time of service
• Schedule patient visits
• Convert referrals into evaluations
• Manage schedule efficiently following SEM guidelines
• Manage document routing
• Manage personal overtime
• Manage non-clinical documentation
• Manage caseload, D/C candidate, progress note, and insurance reporting
• Track and manage clinical metrics using Power BI
• Attend any required training with the Territory Field Trainers (TFT) for Raintree and other business processes
• Complete quarterly compliance

Qualifications

• High school degree or commensurate experience
• Communication skills – must be able to relate well to patients, business office, and field leadership
• Ability to multitask, organizational detail, ability to meet deadlines, work with little to no supervision
• Good understanding and skill of technology, including phone lines, computers, and their applications
• As a member of a team, must possess efficient time management and presentation skills

Physical Requirements

• This position is subject to inside environmental conditions: protections from weather conditions but not necessarily from temperature changes; exposed to noise consistent with indoor
• This is a full-time position operating within normal business hours Monday through Friday, with an expectation of a minimum of 40 hours per week; may be required to attend special events some evenings and weekends, or work additional hours as needed
• This position is subject to sedentary work
• Constantly sits, with ability to interchange with standing as needed
• Constantly communicates with associates, must be able to hear and speak to accurately exchange information in these situations
• Frequently operates a computer and other office equipment such as printers, phone, keyboard, mouse, and copy machines using gross and fine motor skills
• Constantly uses repetitive motions
• Must be able to constantly view computer screen (near acuity) and read items on screen
• Must have ability to comprehend information provided, use judgment to appropriately respond in various situations
• Occasionally walks, stands, pushes or pulls 0-20 lbs., lifts 0-20 lbs. from floor to waist; carries, pushes, and pulls 0-20 lbs.
• Rarely crawls, crouches, kneels, stoops, climbs stairs or ladders, reaches above shoulder height, lifts under 10 lbs. from waist to shoulder

Benefits

• Annual paid Charity Day to give back to a cause meaningful to you
• Medical, Dental, Vision, Life, Short-Term and Long-Term Disability Insurance
• 3-week Paid Time Off plus paid holidays
• 401K + company match