Care Coordinator - Barclays

Your Impact - The Care Coordinator will work with all clinics, online appointments, and incoming calls to ensure that all patients’ get access to care. The Care Coordinator serves as a valued member of the SPEAR team, helping patients on their path to getting back to life by creating that first impression.

As a SPEAR Team Member, you naturally exhibit SPEAR’s values by default. Your talents instinctively result in actions of Service, Passion, Empathy, Accountability, Respect, Impact and Teamwork. You put people first, and know that every team member, and potentially every New Yorker within travel distance to any of our clinics, relies on you to help them become the best versions of themselves.

Your Success Factors:

Respect & Teamwork: You understand that respect is the only way employees, customers and SPEAR will succeed. You cultivate a culture of teamwork and are committed to supporting our team.

o  Punctuality is an essential component to your success. On time to you is 10 minutes early to the rest of the world. 

o  You make it habit out of practicing our SPEAR-IT values: Service, Passion, Empathy, Accountability, Respect, Integrity, and Teamwork in relation to your work, life, and attitude towards others.

o  Communicate efficiently & effectively with team members and clinics when there are any issues preventing you from completing your task on time.

Impact & Passion: You take pride in making a positive impact on the New York Community and healthcare industry. Your passion ensures that all clinics achieve operational targets, making it easy for patients to connect with our devoted team to receive the care they need.

o   Ensure scheduling of patients is at accuracy rate greater than 97%.

o   Ensure Case is updated and complete with no errors within 24 hours of arrival.

o   Collect 97% or greater of the expected over the counter collection for the day.

o   Respond to voicemail messages and or emails within 2 hours in receipt.

o   Go that one step further; offer coffee or water when patients are waiting.

Empathy & Service: You exhibit 5-star customer service for all SPEAR patients through empathy. You respond efficiently and accordingly because you understand their feelings and needs.

o   Ensure proper phone etiquette when answering calls i.e., Good Morning, thank you for Call Spear How can I help.

o   Answer 90% of all calls per day with in two rings.

o   Ensure to providing as much detail during the call-in anticipation of the Patient’s needs.

o   Reply to all phone calls, emails, and Online Appointment Requests within 1 hour.

o   Maintain a Net promoter Score of 82% or higher.

Accountability: You are a champion of customer access, accountable for ensuring our financial process never keeps a single New Yorker from getting back to life. You are committed to our patients, and their physicians, by navigating through the financial processes in healthcare to get them the therapist and the treatment they need.

Schedule management

Appropriate scheduling for specialties and or provider types i.e., OT (Occupational Therapy) vs. PT (Physical Therapy)

Keep an update to date waitlist.

 Accuracy rate of <97% on scheduling of specialty appointment types

Utilized available open spaces for optimal scheduling of visits.

Maintain an error log of <2% monthly.

Ensure patients are rescheduling verse canceling.

Offer a Telehealth appointment instead.

Ensure all open tasks are completed weekly and before 30 days.

Ensure all authorizations submissions are sent within 24 hr. of completion by therapist.

Assist in authorization submissions and updates

Assist with care coordinator functions

New Hire training

Ensure all levels of responsibility have been clearly reviewed with in first week of hire

Review SPEARIT values

Review schedules

Build Culture of high performance

Be accountable

Communicate

Be engaging

Manage metrics

Facilitate team work to improve workflow and the patient experience

Your Team

·       Report to: Clinical Director

·       Primary Interactions:  Regional Dofi, Customer Service Center Team, Care Coordinators, Verifications Specialist, Physical Therapy team, and RCM ManagerY

• Previous customer service experience.
• Someone who is hospitable, welcoming, and team-orientated.
• Strong communication skills and ability to multi-task.
• A strong attention to detail and willingness to grow.
• BA.BS degree preferred, not required.

• We know that exceptional patient service can only be achieved when our team is well cared for.
• We strive to create an environment that bolsters career growth while providing the flexibility and time necessary to simply be a human being. Further benefits include:

•  One Medical paid membership. Learn more at onemedical.com/business
• Mental Health benefits that include paid time off and support services through Journey Live & employer sponsored EAP program.
• Medical, Dental, Vision Benefits, Commuter FSA Plan.
• 401(K) Safe Harbor Match: SPEAR will make a matching contribution equal to 100% of the first 3% of annual compensation, plus 50% of the next 2% of annual compensation. The total SPEAR matching contribution will not exceed 4% of your annual compensation
• Generous paid time including PTO, Floating Holidays, Company Holidays, Mental Health 
• Commuter FSA Plans – pretax savings plans for travel to & from work
• Employee Perks: discounted rates for entertainment, travel, fitness, insurance plans, etc. Gym membership discounts with Blink & Crunch Fitness.
• Company Events - Annual Summer Picnic and Holiday Awards Celebration  

• Manual dexterity to manipulate office equipment and make written notations.
• Ability to use computer keyboard 90% of each workday.
• Hearing acuity to communicate over the telephone.
• Visual acuity to read information on computer screen.
• The ability to sit, stand, walk for extended periods of time
• Occasionally lift 10 pounds floor to waist

We value empathy in our team members and a dedication to clinical excellence -- whatever your workstyle -- above all else. While we are looking for both entrepreneurial big-thinkers and those dedicated simply to the day-to-day of treatment, successful candidates will understand that being clear is kind and that actions express priorities. No matter where you are in your career, we are positive you will find your niche with us and grow.

 Further success factors may include: 

Passion for the field hospitality and customer service. 

Self-motivation and willingness to go above and beyond.

Enjoyment of seeking out an opportunity to make an impact daily and connecting with people.

A proactive, collaborative, team-oriented attitude because we don’t work in silos. 

You celebrate wins and learn from losses with your patients, colleagues, and surrounding communities.

A resonance with our SPEAR-IT values: 

Service 

Passion 

Empathy 

Accountability 

Respect 

Impact 

Teamwork 

ABOUT US:

Spear Physical and Occupational Therapy is the nation’s leading outpatient practice. With more than 40 clinics in the New York Tri-State Area and 25 years of experience, Spear provides unprecedented patient access to physical and occupational therapy through its robust list of services covered by most major insurances. Since its founding, Spear has been honored by some of the top medical, academic, and business communities. Among these accolades, they have twice been named the nation’s top physical therapy practice by the American Physical Therapy Association and WebPT, received the Columbia Award for Leadership in Clinical Education, served as official therapists to Olympic teams and Broadway shows, and been featured for their expertise in The New York Times, CBS News, Good Morning America, The Today Show, and more. Learn more about Spear’s history of excellence at spearcenter.com.