Lead Patient Care Coordinator

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Job Type

Full-time

Description

The New England College of Optometry (NECO) prepares the next generation of eye care providers, educators, and innovators through a rigorous curriculum and extensive clinical experiences. NECO graduates compassionate and skilled optometrists prepared to practice in diverse settings. Located in the heart of Boston's Back Bay, the College is a small, independent graduate institution that currently enrolls students from 34 states and 8 countries. The College has its teaching location at 424 Beacon Street, Boston and three owned and operated eye clinics (Boston and Roslindale, and at Perkins).

NECO Center for Eye Care is the affiliated clinical system of the New England College of Optometry, a professional graduate school in Boston's Back Bay. NECO is looking for an energetic and enthusiastic individual for an exciting opportunity in our Commonwealth Clinic as a Lead Patient Care Coordinator. The Lead PCC must have a strong professional work ethic and be willing to lead by example in a busy health care environment. The candidate must demonstrate excellent customer service skills and exceptional attention to detail in this role. We are looking for someone that is proactive and creative!

Responsibilities

• Assist Senior Lead PCC with orientation of staff

• Actively provide feedback and assistance to new PCC hires

• Inform Senior Lead PCC about orientation areas requiring review with new staff member - Assist with developing training materials

• Assist with maintaining the day-to-day operations of the front desk:

• ensure that duties distributed appropriately with staff

• Reviewing and responding to general email requests

• • Verifying that daily payment reconciliation is being completed

• Oversee external referrals (ophthalmology) with goal of completing cycle of service; coordinating inter-office referrals with specialty care clinic departments

• checking and updating billing work list for primary care and contact lens clinics

• review high risk patient list; ensure that PCCs are actively checking list and recalling patients

• Identifying tends in no shows, cancelled appointments, and missing charges

• Provider cross coverage to Specialty Care Clinic

• Cover SCC desk when coverage is required

• Assist in low vision devices orders (if necessary)

• Work in conjunction with Senior Lead PCC to oversee PCC staff

• Provide feedback to Senior lead PCC about attendance

• Work with Senior Lead PCC to create front desk schedules that maximize clinic coverage including coordinating coverage during staff vacations or holidays

• Supervise and provide basic feedback when necessary to PCCs (Senior Lead PCC will be responsible for ensuring annual performance evaluations are completed, meeting with staff and providing formal feedback)

• Elicit feedback from front desk staff regarding cycle of service and new software implementations in clinic

• Assist Senior Lead PCC with feedback regarding office workflows

• provide feedback to Senior Lead PCC around office workflows

• ensure PCCs are accurately entering and ordering contact lenses at check out

• provide feedback to clinic director regarding processes involving clinical faculty, students or the optical department

• Evaluate and mediate patient complaints or feedback

• Receive patient complaints; investigate patient complaint or feedback;

• Relay patient complaint or feedback to Senior Lead PCC

• Answer incoming telephone calls, greet and check in/check out patients in a professional, courteous, and timely manner

• Schedule patients for appointments, follow up with no shows, and communicate any billing issues prior to appointments

• Accurately register new patients; update any necessary information for established patients

• Collect insurance copays or self-pay balances. Communicate with the billing department regarding issues and clarifications involving billing

• Maintain and ensure HIPAA compliance with patient medical records and personal health information

• Promote culturally competent care and proactively make provisions for linguistically competent care

• Understanding the specifics related to various appointment types, proactively seek patient referrals and prior authorizations when needed

• Notify Contact Lens Coordinator about all contact lens orders and dispense contact lenses to patients

• This position works at computer station for extended periods of time

• Other duties as required

Skills and Abilities

• Strong interpersonal skills necessary in order to deal effectively and courteously with patients, families and co-workers

• Ability to communicate clearly in person and on the phone and establish/maintain cooperative relationships with patients, families, physicians, staff and other visitors

• Ability to organize and prioritize tasks effectively.

• Ability to read, understand and follow oral and written instructions in order to prepare medical records, collect payments and schedule appointments

• Ability to review and enter patient information accurately

• Excellent ability to use technology including typing skills, scanning, faxing, familiarity with G Suite and Microsoft Office

• Following the HIPAA guidelines exchange patient related information with a variety of clinic personnel

• Ability to organize and prioritize tasks effectively.

• Ability and willingness to drive between locations if necessary (Commonwealth Ave. Boston and Washington Street, Roslindale)

• Ability to perform well in a fast-paced environment

Salary: $25.20 per hour

NECO benefits include health, dental and vision plans. a generous retirement plan, and free parking.

NECO is committed to creating a diverse environment and is proud to be an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, age, or veteran status.

All NECO team members are expected to consistently demonstrate our values of integrity, compassion, respect, diversity, teamwork, excellence and innovation in their work activities and interactions.

Requirements

• Availability to work some Saturdays is required.

• At least one full year demonstrated experience in a customer service setting, preferably six months receptionist experience in a health care setting

• Supervisory experience preferred

• Knowledge of reception tasks, office policies/procedures, paperwork

• Knowledge of customer service concepts and techniques

• High school diploma, Associates degree or Bachelor's degree

Salary Description

$25.20