Job Description

Position Purpose & Focus

The Care Coordinator, an integral member of the operations team, is responsible for the efficient, non-clinical management and preparation of all incoming client service requests from primary care providers (PCPs). This role involves the meticulous intake, triage, and validation of all consult requests for absolute completeness and adherence to internal formatting standards. The Coordinator ensures all mandatory administrative information—including patient details, insurance data, and supporting documentation—is accurately captured and attached via the proprietary system. Once validated and complete, the request is immediately routed to the advanced review team for clinical assessment. The Coordinator is also accountable for monitoring the service workflow pipeline, maintaining strict compliance with Service Level Agreements (SLAs), and proactively escalating any processing delays to ensure timely service delivery.

Essential Duties & Responsibilities

• Monitor queues and electronic systems for new eConsult referrals and initiate the intake process.
• Accurately complete all mandatory non-clinical intake fields, including patient demographics, insurance information, and initial request classification (e.g., chief complaint, specialty).
• Gather and attach all necessary supporting documentation, files, and pre-work checklists required for advanced clinical review.
• Perform a thorough non-clinical review to confirm the eConsult request's completeness and adherence to internal quality standards.
• Route the complete eConsult request packet to the advanced review team for clinical processing.
• Identify and escalate issues within a request that require additional information, coordinating efforts to obtain the needed data.
• Review system notifications for updated information that requires action by the Care Coordinator.
• Track complete and in-process eConsults according to established policy and procedure.
• Track provider submission trends to identify potential gaps and opportunities for workflow improvement.
• Maintain current familiarity with customer requirements, policies, and procedures.
• Other duties as requested.

Qualifications | Competencies | Success Factors

Qualifications:

• High School Diploma or equivalent required.
• 1+ years of experience in a healthcare administrative/clinical support setting (e.g., patient intake, medical records).
• Experience with multiple Electronic Health Records (EHRs) is strongly preferred (eClinicalWorks/Athena experience is a plus).
• Medical Assistant (MA) or equivalent administrative/clinical background preferred.
• Experience with multispecialty referral coordination or utilization management preferred.

Competencies: 

• Technical Proficiency: Advanced computer literacy, including demonstrated experience with multiple EHRs and business office solutions (Google, Word, Excel).
• Data Integrity: Proficiency in medical terminology and meticulous attention to detail for accurate, high-volume data capture.
• Compliance: Working knowledge of HIPAA guidelines and commitment to patient confidentiality.
• Collaboration: Well-developed communication and interpersonal skills to work effectively with internal and external teams.
• Problem-Solving: Demonstrated ability to quickly identify and resolve complex administrative and data issues.
• Adaptability: Ability to perform diverse duties characterized by frequent change.de
• Familiarity with HIPAA guidelines

Success Factors

• Drive & Initiative: Highly self-motivated, proactive, and takes ownership; possesses a "can-do" attitude.
• SLA Commitment: Possesses a strong sense of urgency to establish, maintain, and meet strict deadlines (SLAs).
• Work Ethic: Strong follow-up, accountability, and acute attention to detail.
• Teamwork: Ability to collaborate effectively and build strong professional relationships.
• Prioritization: Excellent organizational and time management skills to thrive in a fast-paced environment that requires prioritization and multitasking.

KPIs | Metrics

• Initial intake and assignment of eConsults within prescribed timeframes.
• Minimal operations-driven request reprocessing or rejection by the advanced review team.
• Timely response to team communication.

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