Patient Care Coordinator

Job Description

REQUIREMENTS

• Must be able to work standard business hours in Pacific Standard Time Zone (California time).
• Strong commitment to patient care
• Strong level of product knowledge
• High school diploma or equivalent required
• 1–3 years of healthcare, customer service, or administrative experience preferred
• Strong communication, problem-solving, and organizational skills
• Knowledge of HIPAA and patient rights
• Experience with Brightree or similar systems preferred
• Strong communication and de-escalation skills
• Ability to multitask across systems while on calls
• Comfortable in a fast-paced, metric driven environment
• High attention to detail and documentation accuracy
• 2-3 years’ experience working in customer service, administration or reception is required
• Experience in the healthcare industry or DME preferred

RESPONSIBILITIES

• Handle high-volume inbound calls, chats, and voicemails
• Handle outbound calling as needed
• Guide patients through scheduling, therapy programs, and web-based tools
• Triage patient needs and escalates clinical concerns to Respiratory Therapists when appropriate
• Manage ACD queues and ensure timely response to all patient inquiries
• Acts as a main point of contact for Providers, Health System and Insurances
• Provide clear, professional communication, including with escalated or dissatisfied callers
• Initiates calls to patients and schedules routine appointments for equipment set ups, home visits, follow up appointments and other procedures as needed. Enters all appointments into the electronic scheduling system
• Informs patients on what to expect during their appointments and provides basic education on company services
• Coordinate across departments to ensure timely patient progression through care
• Maintain accurate scheduling and patient records in systems
• Create and process orders for equipment and services
• Contacts physician offices for Certificate of Medical Necessity (CMN), referrals and qualifiers for sleep studies, and for orders, complications and recommendations as necessary
• Ensure all related price quotes given to customers/patients are appropriate and meet current company pricing policy
• Explain insurance benefits, authorizations, coverage and copays to patients and collect payment
• Ensure compliance with payer requirements and company policies
• Educate patients on therapy expectations, equipment basics, and next steps
• Support compliance outreach efforts to improve adherence and outcomes
• Act as a patient advocate and liaison across internal teams
• Identifies patient urgency and routes patient requests to appropriate staff
• Ensure HIPAA compliance and adherence to regulatory standards (e.g., Joint Commission, Medicare) in Brightree and other systems
• Process faxes, documentation, and physician communications
• Generate and send compliance reports and updates to provider offices
• Review patient files, both electronic and hard copy, for accuracy and for compliance with BetterNight’s policy and procedures

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