Patient Care Coordinator (PCC)

Location: 812 SW Washington St, Portland, OR, 97205

Supervisor: Practice Manager

Employee Classification: Non-Exempt (Hourly), Full-Time

Hours: Full-Time, 40 hours per week

Compensation: $25.30/hour

Primary Function:

The Patient Care Coordinator (PCC) provides assistance to patients, clinical staff, and other administrative teams. Patient Care Coordinators help PMHW run smoothly by scheduling appointments, greeting and checking in patients, answering phones, responding to emails, maintaining accounts and records, collecting copays/patient balances and other tasks as needed.

From the moment the patient makes contact with our practice, in person, over the phone or virtually, they should feel like part of the family. The PCC is the first experience for our patients. The importance of this role in the patient experience cannot be overstated!

We are currently looking for candidates who are bilingual, with the ability to speak both Spanish and English fluently.

Essential Functions:

• Provide impeccable internal and external customer service
• Answer or respond to phone calls, voicemails, emails, faxes, and in-person inquiries
• Process new requests for services, as well as internal and external referrals
• Communicate with patients to set up and schedule optimal appointment times
• Gather and track medical information from patients, including securing Releases of Information (ROI) when necessary
• Organize and input data into electronic health records, including routine reporting required by state health authority
• Inquire and process patients’ health insurance information
• Provide practice-wide support with administrative tasks
• Communicate with internal office team and providers to ensure patient needs are adequately addressed and everyday tasks are accomplished
• Provide weekly reports, such as the Provider Availability report, as requested
• Manage/update the PMHW Referrals spreadsheet at least quarterly
• Housekeeping:
  • Organize the waiting room, which may include organizing magazines, watering plants, stocking tea, etc
  • Ensuring all locations are tidy, neat and clean
  • Monitoring office supply levels and proactively informing supervisor when running low

Performance Requirements: 

Knowledge: 

• Knowledge of or willingness to learn the practice’s policies and procedures
• Knowledge of or willingness to learn industry specific terminology and insurance practices
• Knowledge of grammar, spelling, and punctuation for effective and appropriate communication
• Knowledge of web-based computer programs and applications in an Apple/Mac environment
• Demonstrate a strong understanding of HIPAA policies and regulationsDemonstrate solid understanding of confidentiality

Skills: 

• Situational critical thinking
• Use office equipment, including computers, phones, cameras
• Handle and file paperwork properly
• Handle incoming phone calls and electronic communication, responding professionally and/or resourcing appropriately
• Communicate effectively, both verbally and in writing
• Gather, interpret, and report insurance information
• Navigate patient privacy with critical thinking and follow through

Abilities: 

• Demonstrate empathy & compassion: Employees see people during moments of trauma or crisis, where they and their family are vulnerable or in pain
• Demonstrate patience: Being patient with people who may have trouble communicating or understanding what is happening is important
• Ability to work effectively as a team member, and to communicate clearly, compassionately, and respectfully, with all staff, including mental health professionals, administrative staff, and all leadership
• Ability to interpret and understand insurance benefits
• Ability to flexibly respond to changing demands within the work environment
• Ability to organize and prioritize tasks, time, and responsibilities effectively, and work independently with minimal supervision
• Ability to establish and maintain effective working relationships with the entire PMHW team, vendors, and the public
• Ability to function proficiently in a web-based computer environment

Minimum Qualifications:

• Preferred: ability to speak both Spanish and English fluently.
• Demonstrate competence and humility in terms of race, ethnicity, gender, sexual orientation, religion, class, ability et al
• Demonstrate commitment to the preservation of a workplace which embraces diversity
• Demonstrate commitment to confidentiality of patient and employee information
• Communicate professionally and effectively with patients and clinicians, always providing stellar customer service
• Answer phone systems with excellent etiquette – a warm/friendly tone, articulate, and providing understandable responses to questions or concerns
• Demonstrate a strong understanding of HIPAA policies and regulations
• Demonstrate a strong attention to detail and organization
• Demonstrate patience: being patient with people who may have trouble communicating or understanding what is happening is imperative for this position
• Follow policies and procedures to contribute to the administrative efficiency of the practice, taking initiative to suggest and develop those that may be needed
• Demonstrate strong computer skills including web based systems
• Ability to work with Mac OS & Google Workspace

Equipment Operated: Standard office equipment, including computers, copiers, printers, telephones, etc.

Work Environment: When working from a PMHW office, the position is in a well-lit office environment. Varied activities including sitting, standing, walking, reaching, bending, and lifting.

Mental and Physical Requirements: Involves sitting approximately 90 percent of the day, walking or standing the remainder. Ability to tolerate mental and emotional distress as an anticipated aspect of the position. May require working under stressful conditions.

Portland Mental Health & Wellness offers a competitive benefits package for full time employees that includes:

• Paid Time Off (80 hours per year, to start)
• Paid Health Leave (40 hours per year)
• Paid Floating Holiday Hours (80 hours per year)
• Medical and Vision Insurance – Kaiser (choice of three plans) – Covered at 70%
• Dental Insurance – Principal – Covered at 70%
• Employer Paid Life and AD&D Insurance – Principal
• Voluntary Additional Life and AD&D Insurance – Principal  
• Voluntary Short Term Disability Insurance – Principal 
• Voluntary Critical Illness Insurance – Principal 
• Voluntary Accident Insurance – Principal 
• Flexible Spending Account, Health Care – Ameriflex
• Flexible Spending Account, Dependent Care – Ameriflex 
• Commuter Benefits – Choice of One Below:
  • Monthly TriMet Transportation Pass – Covered at 100%
  • Parking Reimbursement – Up to $100 per month
• 401K Retirement Plan – Up to 4% Company Match Once Eligible
• Quarterly Profit-Sharing Incentive
• Annual Administrative Continuing Education Allowance
• Enrollment with Student Loan Tutor
• 20% Discount on Vitamins & Supplements Through Fullscript
• Discounted Monthly Membership with Müv Fitness
• Limited Access to Columbia Sportswear Employee Store
• 15% discount at VioletSuitesPDX
• OnPoint Community Credit Union Group Banking Benefits

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This description is intended to provide only the basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities, and working conditions may change as the practice’s needs evolve. Regular and predictable attendance is an essential function of every job.

The requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. By signing below, you acknowledge that you are able to perform the Essential Functions of this job, with or without accommodation. If an accommodation is needed, you acknowledge that you have an opportunity to discuss this with Human Resources.