Position: Patient Care Coordinator
Are you searching for a fulfilling position in the medical field? Does the opportunity to teach, educate, or coach motivate you especially if the topic of discussion helps others regain function and improve quality of life? Do you have a heart to lift the hurting, encourage the discouraged, and help those who feel unheard?
We are currently looking to add a compassionate, eager-to-learn, detail-oriented, and highly motivated individual to our eye care team to fill one of two Patient Care Coordinator positions in our office. This position will oversee patient education, patient aftercare, and general clinic flow in our specialty medical practice. All training necessary for the position will be provided. To learn more about the position, our office, and the conditions we treat, please check out the information below.
About Dry Eye
Dry eye may sound trivial, but to those suffering from it, it’s anything but. Misunderstood by medicine and even by eye care for decades, dry eye is not just a symptom but a chronic inflammatory disease that affects the entire front surface of the eyes, the tears, the tissues of the eyelids, and the surrounding eye areas. It has strong links to chronic pain conditions, autoimmune diseases, inflammatory conditions, hormone imbalances, and dermatologic conditions as well as roots in many other ocular surface and systemic diseases. Patients with dry eye frequently report symptoms that affect vision, comfort, appearance, and even surgical outcomes. We also now know that over time dry eye disease begins to affect nerve sensation and function across the front surface of the eyes and can lead to debilitating discomfort, the development of neuropathy, and even total loss of feeling to the eye. As cases worsen, dry eye disease is known to affect normal function in daily activities, productivity at work, and often overall quality of life. As one of the most frequently seen, but most misunderstood and undertreated conditions in eyecare, it’s not uncommon for longstanding dry eye sufferers to begin to express feelings of despair and loss of hope for ever finding relief from their signs and symptoms.
About Us
As dry eye disease was the most common, but also least relieved condition I was seeing clinically, I became determined to do something different to help these patients. After more than seven years of studying the condition, researching and developing treatment strategies, gaining experience helping three other doctors open dry eye clinics within their primary care offices, and working with hundreds of dry eye patients in the process, in May of 2021 I opened IndividualEyes Dry Eye Center, a medical eye care facility dedicated to the diagnosis, treatment, and management of dry eye disease. Infused with thoroughly researched, intentionally layered personalized treatment plans that integrate study-vetted and clinically proven over-the-counter products, advanced medications, and the most technologically advanced equipment and procedures the industry has to offer, the heartbeat of our office is to be that new solution to the dry eye problem, that “something different” for every patient we encounter.
What We Do Differently
While all eye doctors treat dry eye, there are distinct differences between primary eye care facilities (who diagnose and treat multiple conditions) and secondary eye care facilities (who focus on a sole condition or specialty). In our office, we perform additional testing of the tears and tissues that is above and beyond what is traditionally done during a comprehensive eye exam, on equipment not widely available in most primary care settings, and that collectively take more time than what can typically be afforded during a traditional eye exam.
About The Position
Title:Patient Care Coordinator
Purpose:
Administrative Support:
To help patients prepare for their visit, and ensure the office is prepared to receive them warmly in return.
¯ To instill value in our services and help set patient expectations regarding who we are, what we do, and how we can help them
¯ To help set patient expectations regarding the purpose of their visit and what to expect
¯ To help patients understand what to bring and where to go upon arrival.
¯ To help ensure patients have been inprocessed properly before arrival, and that we have all necessary forms and signatures needed on file.
Clinical Support:
¯ To serve as liaison to the patient, answering questions and guiding them through our office to help maintain a timely clinic flow.
¯ To assist in gathering, processing, and recording the patient info and clinical data necessary for the doctor to provide care.
¯ To help set up the exam room and prepare the patient before all procedures.
¯ To follow up with patients after their visit, ensuring they have what they need, and help troubleshoot any concerns.
¯ To follow up with pharmacies, labs, other providers, and any other entity necessary on behalf of the patient
Patient Education:
To thoroughly explain all aspects of a prescribed treatment plan helping each patient to understand:
¯ What each treatment is
¯ Why each treatment has been prescribed/ what it’s used for
¯ How to gain access to each treatment (purchase products, obtain specialty medications, and schedule procedures)
¯ How to appropriately use each treatment & adequately prepare for each procedure
¯ When to follow up next and why
Workload: Low patient volume, high detail.
Due to the severity and complexity of our patient cases, we tend to see low patient numbers compared to other areas of medicine, approximately 8-10 patients per day. This allows us the unique opportunity to truly get to know our patients and provide more personalized care for every individual we serve. As such, a Patient Care Coordinator in our office can currently expect to see 4-10 patients per day but will have a lot of important information to relay to each person, as well as several details to follow up with and track after they leave.
Responsibilities:
1. General Clinic Flow & Support
¯ Opening the office
¯ Stocking the office
¯ Visit preparation (managing patient paperwork)
¯ Room/Procedure preparation
¯ Patient check-In
¯ Patient workup (taking the “eye vital signs”)
¯ Taking a basic patient history & chief concern
¯ Chart preparation
¯ Completing our End of Day Report
¯ Inventory management
¯ Closing the Office
2. Patient Education & Checkout
¯ Overseeing patient surveys
¯ Generation of invoice
¯ Reviewing the parts of a treatment plan (quick)
¯ Reviewing the concept of Patient Partnership (quick)
¯ Explaining and discussing any additional services prescribed or additional care needed (referrals, labs, etc)
¯ Explaining and discussing the follow-up care needed
¯ Explaining and discussing any procedures that have been prescribed & obtaining the appropriate consent forms
¯ Schedule any procedure(s) & the next follow-up visit(s)
¯ Explaining and discussing any medications, home treatment devices, and products prescribed
¯ Review of the Consult Folder contents (quick)
¯ Purchasing products and taking payment for co-pays and any open invoices or balances.
¯ Reminding how to contact the office
¯ Reminding patients about reviews
3. Patient Aftercare
¯ Recording & updating any necessary patient information in patient records
¯ Recording & updating medication changes in our software
¯ Faxing referral & communication letters
¯ New Patient Follow-up Call (1 week post visit)
¯ Follow-up on the status of medications & prior authorizations
¯ Follow-up on patient lab results
¯ Scanning & filing patient documents
¯ Reviewing faxes and “tasks” for any lab results, provider letters or any necessary signatures for the doctor
Additional opportunities for advancement
¯ Help create short write-ups/updates for the website, patient education, new forms, marketing materials, newsletters, and text or email blasts etc.
¯ Help manage online reviews & testimonials
¯ Help manage our social media: FB, Instagram & occasionally Linked-In
¯ Help check on marketing materials within our referral network
Skills Necessary for the Position
¯ Proficient in typing
¯ Proficient with basic Microsoft Office applications (word and Excel)
¯ Experience with CrystalPM and Solution Reach are helpful but not necessary.
Hours:
Part-time: 16-22 hours per week, with possible opportunity for future increase
Early Shift: Opens the office, and works Mondays, Wednesdays, and Fridays*
Late Shift: Closes the office, and works Mondays, Tuesdays*, and Wednesdays
Mondays: 8:30 am – 5:00 pm (open) | 9:30 am – 6:00 pm (close)
Tuesdays: 12:30 pm - 6:00 pm*
Wednesdays: 8:30 am – 5:00 pm (open) | 9:30 am – 6:00 pm (close)
Friday’s: 8:30 am – 2:00 pm*
* The office is typically open either Tuesday or Friday as scheduled in advance.
** Office meetings and events may occasionally be scheduled outside of the times listed above.
Pay: Significant opportunity exists to increase pay based on performance and productivity. *
Base Salary: Starts at $20 per hour
Bonus Structure: Daily bonus incentives are given for appropriately scheduling and preparing patients for prescribed procedures. *
Additional monthly bonus payout potential is available based on practice revenue targets achieved. *
*Excellent and consistent customer service and thorough patient education naturally help to instill value in the treatment and services provided in any office. As this position is the key provider of both in our office, this position also plays a major role in helping to promote our mission and grow the practice organically. If our patients thoroughly understand their conditions and trust in our care, they will invest in the treatments that they need. Our bonus structure listed here is simply our way of sharing the abundance that this position helps to create.
Benefits: (available after 3 months of employment)
¯ Paid training
¯ Free annual comprehensive eye exam for yourself and your immediate family in the household.
¯ Free comprehensive dry eye eval for yourself if ever necessary.
¯ Employee discounts on products and procedures if needed.
¯ Sick leave is allotted as per the Fair Wages & Healthy Families Act.
¯ Opportunities to attend certain rep dinners and continuing education events
Thank you for your interest in our office. We look forward to hearing from you!
Job Type: Part-time
Pay: From $20.00 per hour
Expected hours: 16 – 24 per week
Benefits:
- Employee discount
- Opportunities for advancement
- Paid sick time
- Paid training
Schedule:
Work setting:
- Clinic
- In-person
- Office
- Outpatient
- Private practice
Education:
Experience:
- Customer service: 1 year (Required)
Ability to Commute:
- Phoenix, AZ 85022 (Required)
Work Location: In person