Patient Accounts Coordinator

FIELDGLASS COMMENTS SECTION Required Information
Please include the following information in the Fieldglass Comments section. Do not include this information on the candidate\'s resume.

Candidate\'s current location (City, State)
Current employment status and reason for seeking a new opportunity
Confirmation that the candidate understands and agrees to the remote/on-site expectations
Summary of how the candidate\'s experience aligns with the role
Availability and notice period
Previous The Company experience (if applicable)
Any planned time off during the assignment

Communication Screening
Please thoroughly pre-vet candidates for their verbal communication skills.

Since this role is highly customer-facing, candidates must demonstrate:
Professional verbal communication
Strong active listening skills
Clear and confident speaking ability
Excellent customer service skills
Professional phone etiquette

Remote Work Expectations:
Agents may be required to complete onsite training at 2011 N. Soto St., Los Angeles, CA 90033 for a minimum of two weeks, with the possibility of additional time depending on training progress.
This is a remote position; however, candidates must be able to report onsite when needed:
Candidates must be available to report to the office promptly for situations including, but not limited to:
Equipment pick-up on the first day
Performance coaching or corrective action
Internet or power outages
Equipment troubleshooting or replacement
Training sessions
Department meetings or other business need
Moving forward, please ensure that all questions listed below are fully answered and included with each candidates submission, along with the resume.
1. Do you have any customer service experience interacting with customers or patients by phone
A.      How many years of customer service/call center have you had
2. Have you previously scheduled appointments using a scheduling system or electronic medical record (EMR) platform
3. Do you have experience working with multiple computer applications simultaneously while speaking with customers or patients
4. Are you comfortable handling a high volume of inbound calls throughout your shift
5. Have you worked in a role where you were required to meet productivity or performance goals
6. Are you able to work independently in a remote environment while meeting productivity and attendance expectations
7. Are you comfortable assisting upset or difficult patients while maintaining professionalism and empathy
8. Do you have a dedicated, distraction-free workspace and reliable high-speed internet for remote work
Thank you,

Quality Expectations
We are placing strong emphasis on identifying high-caliber candidates who can deliver exceptional customer service. Individuals should be professional, reliable, and capable of representing the health center positively within the community while upholding the high standards and reputation we are committed to maintaining.

Assignment Information
Work Arrangement: Virtual/Remote, Onsite, or Hybrid To be confirmed (Review Remote Work Expectations)
Job Title: Patient Care Connect Coordinator
Number of Openings: 1
Target Start Date: ASAP
Duration of Assignment: Initial 13 weeks, with potential for extension based on business needs
Work Hours: Monday Friday, 8:00 AM 5:00 PM
Manager Name: Cody Lee
Timecard Approver: Jennifer Preciado
Dress Code: Business casual / clinic-appropriate attire
Parking/Cost: Free parking (no fee)
Interview Process: Two-step interview process via Microsoft Teams video

Job Description
The Patient Care Connect Coordinator will support scheduling and patient coordination efforts within the Orthopedics specialty. This role is responsible for managing high-volume appointment scheduling, assisting patients with access to care, coordinating with clinical teams, and ensuring an efficient and positive patient experience. The coordinator will work closely with providers, front office staff, and operations teams to support daily clinic workflows.

Sourcing / Recruiting Requirements
Must-Haves (35)
Healthcare or medical office scheduling experience
High-volume patient scheduling or call center background
Strong customer service and patient communication skills
Experience working in EMR/EHR systems
Ability to multitask in a fast-paced clinic environment

Nice-to-Haves (35)
Bilingual (Spanish Highly preferred)
Orthopedics or specialty clinic experience
The Company/Keck or academic medical center experience
Insurance verification or referrals knowledge
Prior access center or patient navigation experience

Required Experience / Education
High school diploma or equivalent required
12%2B years of healthcare scheduling, patient access, or front office experience preferred

Sell Messages (to attract candidates)
Opportunity to join a reputable healthcare system supporting Orthopedics specialty care
Stable onsite schedule with a collaborative clinic team
Great entry point into Keck/The Company healthcare operations
Direct impact on improving patient access and experience

The Patient Care Connect Coordinator is responsible for managing patient registration, appointment scheduling, and conducts eligibility functions, supports the process to retrieve authorizations, while handling inquiries and ensuring smooth coordination of care between patients and healthcare providers for multi-specialties. In addition, this role acts as a liaison, facilitating clear and effective communication between patients, medical staff, and other healthcare teams to ensure timely and accurate delivery of care and to ensure a smooth patient experience. Assists with clerical duties and other duties as assigned.

Clerical:
Gathers patient demographics, insurance information, and referral documentation to accurately register new and returning patients.
Acts as a patient liaison and primary point of contact for patients and caregivers and takes accountability for their patient experience.
Demonstrates accuracy and thoroughness in entering information into computer systems utilizing proper Care Connect functions.
Confers with patients and third-party payers to ensure the eligibility and authorization of services.
Identifies alternative financial sources for services and facilitates processing of application/approval.
Fields patient account inquiries.
Maintain accurate patient records within the electronic medical record (EMR) system.
Schedules patient\'s appointments in a timely manner, and at the request of the physician, while accommodating patient\'s needs. This includes but not limited to: laboratories, diagnostic testing and consultations as needed.

Patient Coordination/Customer Service:
Acts as a liaison guiding patients through the Keck process, including explaining procedures, providing directions, and answering questions regarding their visit.
Responsible for coordination of patient communication, scheduling appointments, handling inquiries, and coordinating care between patients and healthcare provider.
Ensures a smooth patient experience by addressing concerns and facilitating necessary information flow within the healthcare system.
Utilizes courtesy, compassion, kindness and honesty while interacting with public, patients, and all clinic personnel.
Greets patients in a courteous and professional manner.
Assists patients with accessing and utilizing the online patient portal to view medical history and communicate with their healthcare team.
Provides basic information about procedures, medications, and/or post-care instructions.
Escorts patients to other departments if needed, provides directions to other departments within The Company system.
Assists patients to overcome barriers to care, e.g. coordination of translation services, medical financial assistance by directing patients and caregivers to the appropriate department for support.
Acts as a communication hub between patients, healthcare providers, and other departments both internal and external.
Works with various hospital personnel to resolve issues and accommodate patient.
Collaborate with other departments for inter clinical consult visits

Teamwork/Collaboration:
Demonstrates flexibility in covering other staff members for sick time, vacation, or leave of absence.
Works independently and in a team setting.
Maintains an open line of communication with management and other staff and always demonstrates a professional demeanor.
Performs other duties as assigned.
Medical Enterprise Non-Clinical Onboarding Requirements
We appreciate receiving timely updates regarding the onboarding status of all candidates. Please note that the required drug screening must be completed within 72 hours of notification. Failure to do so may result in the offer being withdrawn.

Background, Education, and Employment Verification
Background Screening Requirements
Social Security Trace (7-year history of residences and employment)
County Criminal Search (Felony and Misdemeanor) 7 years
Federal Criminal Search 7 years
National Criminal Search (Widescreen Plus)
National Sex Offender Registry Search
State Healthcare Sanctions Check
OIG/SAM Screening (Office of Inspector General/System for Award Management)

Education Verification
Proof of High School Diploma or equivalent (GED) is required.

Employment Verification
Candidates must provide three previous employers.
A minimum of two employers must be successfully verified.

Required Onboarding Documents
The following documents must be completed and submitted:
HIPAA Training Acknowledgment
Employment Application
Temporary Worker Agreement
Harassment & Discrimination Pamphlet Acknowledgment

Medical and Immunization Requirements
All medical requirements are billable except for the Drug Screen.

Immunity Documentation
Candidates must provide either vaccination records or positive antibody titers for:
MMR (Measles, Mumps, Rubella) 2 doses
Varicella (Chickenpox) 2 doses
Hepatitis B 3-dose series

MMR and Varicella vaccinations must be completed in full.
Hepatitis B Vaccination
The Hepatitis B vaccine may be declined.
No exemption form is required.
A signed declination form must be maintained in the candidate\'s file (supplier may provide this form).
Tuberculosis (TB) Screening
TB testing is required annually.
Documentation must include:
Test date
Confirmation that results were read within 24 to 48 hours
For candidates with a history of a positive TB test, chest X-ray results must be provided.

Drug Screening
9-Panel Drug Screen (No THC)
Effective May 20, 2024
Screening includes:
Amphetamines
Barbiturates
Benzodiazepines
Cocaine Metabolite
Opiates (Codeine, Morphine, Hydrocodone, Hydromorphone)
Oxycodone
Phencyclidine (PCP)
Methadone
Propoxyphene

Influenza Vaccination (Current Season)
The Company has confirmed that the 2026-2027 flu season runs from November 1, 2026, through March 31, 2027.
The compliance deadline for this season is October 31, 2026.
Influenza vaccination is not required for candidates starting between May 1 and September 1, although vaccination is recommended after September 1.
The facility accepts signed personal or medical exemption forms.
Candidates who decline the flu vaccine are required to wear a mask while onsite.

COVID-19 Vaccination
COVID-19 vaccination is not required but is strongly recommended.
Fair Chance Employment
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.