Unit Coordinator

Position Summary: The Unit Coordinator reports to the Practice Administrator and will be embedded within assigned Care Teams. They will work with providers, nurses, interdisciplinary care team members, external providers, and patients to coordinate various administrative tasks. This role requires excellent written and verbal communication skills and outstanding customer service to foster a welcoming and supportive environment that promotes patient-centered care.

Patient Coordination & Communication:

• Assist with coordinating patient care within and across departments and external providers.
• Answer phone calls or electronic inquiries and respond to patients, providers, and staff in a timely manner.
• Conduct outreach to patients requiring follow-ups after emergency visits, hospital discharges, or missed appointments.
• Support patient re-engagement activities through direct phone calls and other communication platforms.
• Process normal lab results, pharmacy authorizations, durable medical equipment, transportation, and other form requests; works with providers, nurses, and other care team members to address escalated patient concerns and outstanding requests (forms, consult notes, imaging reports, prescription refill requests, and external agency requests) to ensure timely follow up.
• Process incoming and outgoing mail and patient forms, this includes consistently checking fax machines, regularly sorting and documenting receipt of forms and degree of urgency, including faxing completed documents in a timely manner.

Administrative & Scheduling Support:

• Scrub and review the schedule to identify and correct errors.
• Utilize the waitlist to fill last-minute cancellations for optimal appointment utilization.
• Conduct 2-day and same-day pre-registration to confirm active insurance coverage.
• Assist with scheduling appointments, including external eye care appointments.

Referral & Authorization Management:

• Aid in referral management processes, ensuring follow-ups on prior authorizations as instructed by providers or nurses.
• Address and resolve billing errors related to insurance and coverage discrepancies.

Documentation & Forms Processing:

• Process lab results, pharmacy authorizations, durable medical equipment requests, and other patient-related forms.
• Regularly check and manage incoming and outgoing mail, faxes, and document requests.
• Scan and maintain accurate patient records in the system.

 Technology & System Support:

• Provide support for the Infinity system and troubleshoot issues as needed.
• Assist with secure patient communication via chat and text platforms.

Operational & Departmental Support:

• Support onboarding/offboarding of providers, including IT and supply requests.
• Order and stock non-medical supplies, troubleshoot office equipment, and coordinate maintenance requests.
• Assist dental and behavioral health teams with initiatives or urgent requests.

Project & Campaign Management:

• Lead text messaging campaigns for patient communication and appointment reminders.
• Support the Eye Care Director with projects and department initiatives.

Other duties and/or other locations as assigned.

QUALIFICATIONS:

JOB KNOWLEDGE AND SKILLS

• Must have excellent verbal and written communication skills including understanding of medical terminology and medication names, both brand and generic.
• Must demonstrate the ability to effectively organize and set priorities while working in a fast paced environment
• Must demonstrate excellent communication skills (both written and oral); computer proficiency and experience with Microsoft Suite.
• Must enjoy working with patients and demonstrate excellent customer service.
• Must be a team player who can also work independently.
• Experience with EPIC Electronic Health Record System, (Prelude, Cadence, Resolute, Care Everywhere, Ambulatory Clinical Module, Care Management) and Payer Insurance Eligibility Portals (NEHEN, MMIS, WebMD, etc.).
• Willingness to be taught/learn new skills.
• Must have the ability to sit at a computer terminal for extended periods of time, with no restrictions for keyboarding.
• Must be able to perform in stressful situations.
• Must have the ability to perform a high volume of telephone calls, and process and respond to a high volume of electronic inquiries.
• Must be available to work health center hours of operations and a flex schedule, as needed including working evenings, and Saturdays based on business needs.

Physical Requirements:

Must be able to stand or sit for prolonged periods.

Must be able to lift 10-25 pounds.

Visual acuity sufficient for frequent reading and computer use.

Experience

• Minimum of two years of medical or health care administrative experience typically acquired within a medical or specialty practice, ambulatory or inpatient setting; Associate or Bachelors in Health Sciences or related field or health care background with certification preferred (ex. pharmacy technician, medical assistant, medical secretary, etc.).
• Knowledge and understanding of medical terminology strongly preferred.
• Customer Service and De-escalation training strongly desired.
• Knowledge of Accountable Care, Patient Centered Medical, Panel Management and Population Health, desired.
• Bilingual (Haitian Creole or Spanish), desired.