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Patient Service Coordinator




United Health Centers


Winston Salem, North Carolina • All Counties

Date Needed:

May 25, 2021

Organization Website:

Type Of Position:

Full Time

Education Required:

High School / GED

Experience Required:

1-2 year(s)

Date Of Job Posting:

May 03, 2021

Job Description:

Division: Clinical
Department: Clinical
Position Title: Patient Service Coordinator
Report To: Practice Manager
FLSA: Non-Exempt

Patient Service Coordinator Summary:
Serves by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining database.

Patient Service Coordinator Job Responsibilities:
• Promptly answers, screens, and processes medical service requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures.
• Provides information on United Health Centers (UHC) customers’ programs, policies, and procedures.
• Collects and enters patient intake information into the appropriate medical service software system to initiate the transaction. Documentation is to be concise, thorough, and accurate.
• Refers patients to the United Health Center’s nursing team for triage and medical advice.
• Responds to Crisis/Red Flag calls and refer to nursing staff until resolution.
• Utilizes computer software to schedule appointments, take messages for physician visits and services, and effectively communicates such information to the appropriate party per established protocols or rules of client.
• Participates in internal and external educational opportunities relevant to the call center or customer service environment. Attends or reviews 100% of team meetings annually.
• Responds to irate callers in a professional manner.
• Meets outlined United Health Centers (UHC) benchmarks and/or quality indicators as monitored through audits or recordings.
• Supports organizational changes. Demonstrates flexibility in providing coverage and/or availability for the call center via scheduling adjustments for unexpected absences, events, or call volume variances.
• Other duties and special projects that are assigned by management.

Service Quality Expectations
• Customer service oriented.
• Meets United Health Centers (UHC) standards in all categories on a monthly basis.
• Team player.
• Meets the expectations of our internal and external customers in providing excellent service.
• Demonstrates positive customer relationship skills with all telephone encounters.
• Seeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels.
• Willingly performs other duties or tasks as assigned and handles multiple tasks effectively and efficiently.
• Promotes sense of pride in call center and positive interpersonal relations among all team members.
• Exhibits commitment to effective problem solving techniques when issues arise.
• Continuously acts to maintain a safe, clean, healthy, and fun work environment consistent with United Health Centers (UHC) professional patient/caller service, vision, values, and endeavors.
• Arrives at workstation on time, ready to work, and demonstrates minimal absenteeism.
• Demonstrates effective problem solving skills

Job Qualifications
• Candidate should be bilingual
• High School Diploma (or the equivalent).
• 2 year experience in a customer service environment.
• Basic computer skills that include a combination of experience in a Windows Operating System, e-mail, and data entry experience.
• At least 1 year phone experience in a previous job or volunteer position.
• Knowledge of HIPPA regulations

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