Job Description
***This role is for the shift 10:30am-7:00pm PST*** Welcome to Pine Park Health!
About Us
Pine Park Health is a value-based primary care practice that is redesigning how residents of senior living communities get or stay healthy and lead a life they love. We're on a mission to dramatically improve healthcare for seniors by building a new model of care that's designed around everyone involved — patients, families, community staff members, providers, and payers.
We've started by providing regular prevention and screening, care for chronic conditions, lab work, and diagnostic testing to patients in their apartments. We visit each community frequently to see patients and collaborate on patient health needs with staff. We also make it easier for patients to get care urgently with same-day or next-day care, helping them avoid unnecessary trips to the ER or hospital.
Over 185 communities across Arizona, California, and Nevada work with Pine Park Health today and we're growing quickly to expand our reach and impact. Investors include First Round Capital, Google's AI fund, Canvas Ventures, Foundation Capital, Y Combinator, and Susa. If you're a determined and mission-oriented person who is looking to build the future of healthcare for seniors, join us!
The Opportunity
The Primary Care Coordinator serves as the central point of contact for our primary care geriatric care team, managing 500-600 patients alongside nurses and Primary Care Providers. The role focuses on coordinating patient care, maintaining relationships with senior living facilities, and ensuring excellent healthcare delivery through effective communication and documentation.
***This role is for the shift 10:30am-7:00pm PST***
Key Responsibilities:
- Serve as primary contact for patients, families, and providers
- Schedule and coordinate medical appointments
- Manage patient documentation and EMR updates
- Process urgent care calls and STAT tasks
- Participate in mandatory after-hours shift rotation
- Handle communications via phone, email, text, and fax
- Coordinate with community partners and specialty providers
- Facilitate new patient onboarding
Key Evaluation Metrics: Success will be measured in the following focus areas:
Inbound Phone Calls:
-Answer 95% of inbound calls within 60 seconds and expect ~30 inbound calls / day
-Aim for an average wait time of less than 30 seconds
-Ensure caller wait times do not exceed 2 minutes
Task Completion:
-Messages and Clinical Emails: Address 95% within 2 hours
-Complete routine tasks within 7 days; STAT tasks completed within 24 hours
-Proactively contact all newly enrolled patients within 24 hours to schedule a welcome visit
-Complete 100% of visit reminder calls each day and expect to make ~20 reminder calls / day
Voicemails:
-Close/resolve all urgent voicemails within 1 hour
-Return non-urgent voicemails within 1 business day
-Ensure after-hours voicemails are addressed within first 2 hours of next business day
Patient Care Management:
-Ensure accurate logging of all patient encounters for chronic care management
-Log 6 hours per day of care coordination using our custom logging software
-Assist with improvement projects related to quality and efficiency
-Achieve a patient satisfaction survey score of 8.5/10 or higher
Requirements:
- Shift hours M-F 10:30am-7:00pm PST
- High School Diploma (some college preferred)
- Basic understanding of Primary Care Operations
- Medical Assistant Certification preferred
- Reliable internet and HIPAA-compliant workspace
- Comfort with healthcare technology platforms
- Ability to thrive in a fast-paced, changing environment
- Attendance is critical in this role to ensure quality patient care
- Must be able to work ~5 on call overnights and/or weekends
- Ongoing Regulatory Requirement: Must not be on any exclusion or debarment from
participation in Federal Health Care Programs at any time and must remain in good standing
with government regulators such as the OIG, CMS, etc.
Benefits Designed For You and YoursPhysical Requirements:
- Ability to remain seated for extended periods
- High proficiency with computers and mobile devices
This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements, or working conditions. While this is intended to be an accurate reflection of the current job, the Company reserves the right to revise the job or to require that other or different tasks be performed as assigned. All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to which will be required in this position, employees may be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an "at-will" basis.
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