Discharge Coordinator (Healthcare) - Customer Based

At Edge, we’re on a mission to create a world where geographic borders are no longer a barrier for people to obtain full-time employment and fair wages. That’s why we’ve created a global HR solution that seamlessly connects exceptional talent from all over the world with businesses in North America that most need to fill positions. By making hiring globally easier than hiring locally, we provide businesses access to a broader talent pool and help them accelerate their hiring process. Spread across four continents, we’re a global team disrupting the norms of how people can work together.

Overview

The Discharge Coordinator’s primary role is to ensure chart completion and accuracy, schedule follow-up appointments and ensure patient satisfaction. The Discharge Coordinator will be responsible for reviewing patient charts after their encounter is complete, orders, medications, Provider recommendations and ensuring they establish the necessary treatment plan for the patient. The Discharge Coordinator will communicate with the patient using our platform technological tools. The Discharge Coordinator will be responsible for ensuring patients understand their next steps, kits/labs are fulfilled, follow up appointments are scheduled and accuracy of patient charts.

Work Days: 5 Days / Week

1- Friday – Tuesday

2- Tuesday – Saturday

3- Thursday - Monday

Timings:

1. 6 pm - 2am midnight (Pakistan Time)
2. 12am midnight – 8am (Pakistan Time) ­
3. 1am midnight - 9 am (Pakistan Time) ­

Responsibilities:

1. Responsible to ensure patient demographics and medical information is complete and accurate
2. Responsible to schedule follow-up appointments for the patients
3. Responsible for any logistics for testing kits to the patient
4. Responsible to provide patients with the necessary documentation from the Providers
5. Responsible to process payments and collect any balances from the patient
6. Responsible to communicate with Channel Partners and properly process their documentation
7. Responsible to communicate with Providers for patient request
8. Responsible to educate patients on treatment plan provided by the Provider
9. Responsible for all incoming emails and medical records
10. Communicates with patients effectively using the tools provided to obtain their registration documents
11. Communicates with patients effectively to ensure patient understands the process
12. Understand the various products offered for accurate follow up procedures
13. Communicate effectively regarding missing or inaccurate information
14. Understand how to route patient inquiries between the different departments
15. Provide superior customer service to all patients
16. Performs any other duties as might be required to carry out the job of developing and growing new business and maintaining existing lines of business
17. Performs other job-related activities as they are needed to achieve the purpose of the job
18. Aids other departments on incidental duties
19. Assists and covers other positions when necessary to maintain high productivity and efficiency in the department

KPIs:

1. Time to contact a patient after their encounter is complete is less than 5 minutes
2. Establish follow ups with 50% of patient flow
3. Process 10 patients/hour

Required Skills, Knowledge, and Abilities:

1. Flexible schedule
2. Superior customer service skills
3. Strong conflict-resolution skills with an emphasis on de-escalation strategies
4. Ability to effectively work with others to achieve goals
5. Accepts constructive criticism and applies to tasks provided
6. Excellent verbal, listening and written communication skills
7. Takes initiative in the day-to-day responsibilities
8. Outstanding ability to implement innovative solutions to problems at a moment’s notice
9. Excellent computer skills, including Microsoft Office and scheduling software
10. Knowledge of medical terminology preferred
11. Ability to hand multiple priorities simultaneously

Experience:

1. Minimum of one (1) year of experience working with eClinical Works preferred
2. Minimum of two (2) years of customer service experience, preferably in healthcare
3. Previous experience adhering to and upholding HIPAA guidelines and regulations highly preferred

Education:

1. Bachelor's or High School Diploma or equivalent in the relevant field