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Patient Coordinator Manager in 37932 at TeamHealth

Date Posted: 1/23/2020

Job Snapshot

Job Description

Job Overview

The Patient Coordinator Manager provides support for clinical objectives set forth by operations, quality, and training. This position participates in Patient Coordinator duties, Lead Patient Coordinator, quality monitoring, and training functions.  The Patient Coordinator Manager reports to the Director of Nonclinical Services with additional oversight by the VP of Operations.

Essential Function

  • Uphold and support the mission, objectives and policies of the AccessNurse Medical Call Center.
  • Responsible for meeting all essential functions of Patient Coordinator and Lead Patient Coordinator roles.
  • Maintain expertise in AccessNurse's call handling applications and Training programs.
  • Active involvement with the PC Training Program and Quality initiatives as needed.
  • Facilitates positive communication with all departments and team members.
  • Maintains current expertise in all company and client systems to function as a Patient Coordinator or Lead Patient Coordinator as required.
  • Understands the operations and policies of the Medical Call Center services.
  • Participates in leadership meetings as assigned.
  • Attend and participate in staff meetings.
  • Identifies staffing needs and ensures that the day, evening, and/or night shifts are adequately covered.
  • Flexibility in scheduling/availability to fill-in as additional staff when needed.
  • Required to cover on-call on a rotating basis and holidays.
  • Responsible for Patient Coordinator productivity metrics within the budgetary guidelines set by administration.
  • In conjunction with the Director of Nonclinical Services, writes and conducts staff disciplinary actions when needed.
  • Addresses issues identified by quality improvement monitoring with involved staff and assists with any corrective action plan.


Job Requirements

Job Qualifications

  • Associates Degree or higher preferred.
  • Two years of call center or equivalent experience meeting quality and productivity standards preferred.
  • Two years of previous management experience in demanding environment preferred.
  • Strong conflict resolution skills required.
  • Strong communication (both oral and written) and interpersonal skills.
  • Ability to teach and motivate staff.

Knowledge and Abilities

  • This is a multispecialty role and requires the ability to communicate with all levels of call center personnel, patients, physicians, coworkers, staff and medical service providers.
  • Strong ability to communicate effectively both verbally and in writing; thoughts are logical and clearly expressed.
  • Detail oriented.
  • Ability to recognize and deal with priorities effectively.
  • Understand and uphold the call center policies and procedures.
  • Highly effective leadership and effective problem solver.
  • Excellent organizational abilities and documentation skills.
  • Can make independent decisions using critical thinking skills.
  • Must be able to work well under stress and relate to the public, staff, nurses and physicians in a professional manner.

Physical and Environmental Demands

  • Job performed in a well-lighted, modern office setting
  • Occasional lifting/carrying 20 pounds or less
  • Occasional travel
  • Moderate to high stress levels
  • Prolonged sitting.
  • Frequently required to stand, walk, sit, bend, talk and hear.
  • Vision abilities required; including close, distance and color vision necessary.
  • Prolonged use of PC/computer and telephone.