Patient Coordinator

Position Description:

The Patient Coordinator serves as the first and continuous point of contact for patients to guide them through health care processes. Assumes responsibility and accountability for intake of all new and returning patients in the Comprehensive Pain and Spine Program. Manages and schedules referrals for the Spine & Pain Management Clinic. Creates a seamless model of access and coordination for all patients. Identifies barriers to treatment and provides individualized assistance to facilitate timely access to alternate services where appropriate.

Primary Functions

• Applies developed workflows to coordinate efficiently and effectively the intake, triage, scheduling and navigation of care for new and returning patients.
• Triages a high volume of incoming phone calls, responds to initial requests for service and obtains accurate and detailed information for each patient including prior medical history, insurance status, outside records, films, and reports. Documents information accurately, thoroughly, and appropriately in the medical record.
• Applies comprehensive understanding of Spine Care & Pain Management Program, systems, and physicians' specialties to align scheduling practices with patient centered scheduling initiatives, ensuring patients are scheduled with the most appropriate provider(s) the first time.
• Determines the appropriate level and need for service, and prioritizes urgent or expedited services for new patients when applicable using complex algorithms and-when necessary-collaboration with faculty, referring physicians, nurses and clinic management.
• Communicates and coordinates initial treatment plans with patients, patient families, and healthcare professionals via phone and/or written correspondence.
• Coordinates and schedules program and provider visits; communicates appointments to patients and provides customized written and verbal instructions.
• Explains nature of treatment offered and identifies individuals' needs; links patients to alternative resources and health care personnel as appropriate.
• Employs excellent customer service standards while interacting with patients, faculty, colleagues and representatives from outside facilities.
• Communicates with outside facilities to request and follow up on records needed; transfers data from one program to another to ensure information is available to providers.
• Provides assistance, training, and/or coverage to other team members as needed; acts as valuable resource for all clinic staff.

Knowledge - Skills - Abilities

Knowledge of Spine Care Program, EPIC and PACS systems, patient intake procedures, patient scheduling procedures, medical terminology, patient management systems, health insurance plans, health insurance verification, knowledge of clinical tests and records, clinic and physician protocols and procedures, billing procedures, and billing regulations.

Multi-tasking, organizational, phone, records management, spreadsheet application, word-processing application, data entry, and active listening skills, strong customer service orientation.

Strong written and verbal communication skills, interpersonal skills, and solid critical thinking abilities.

#LI-SN1

Preferred Schedule:



M-F 8-4:30

Position Requirements:

Appropriate experience may be substituted on equivalent basis

Minimum Required Education: Associate Degree

Minimum Required Experience: 2 years

Preferred Education: Bachelor's degree

Preferred Experience: 5 years

Why MCW?

• Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options
• 403B Retirement Package
• Competitive Vacation and Paid Holidays offered
• Tuition Reimbursement
• Paid Parental Leave
• Pet Insurance
• On campus Fitness Facility, offering onsite classes.
• Additional discounted rates on items such as: Select cell phone plans, local fitness facilities, Milwaukee recreation and entertainment etc.

For a full list of positions see: www.mcw.edu/careers

For a brief overview of our benefits see: https://www.mcw.edu/departments/human-resources/benefit

MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination


The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering a diverse community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, age, disability, sex, gender identity/expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.

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