Course curriculum

  • 1

    Patient Care Coordinator Role and Metrics/Scorecard

    • PCC Role and Responsibilities Part One

    • PCC Role and Responsibilities Part Two

    • PCC Metrics and Scorecard Reporting
  • 2

    New Patient Intake Process

    • New Patient Intake Form and Checklist

    • Detailed Procedures for New Patient Intake Process

    • How To Calculate Patient Responsibility for Summary of Benefits

    • Summary of Benefits Form to fill out and give patients

    • In-network versus OON versus standing order HMO contracts

    • Creating an appointment on PROMPT using OTHER to hold the space

    • How to use CardPointe to store credit card information

    • How to create a new patient case in Prompt

    • How to put a new patient information into InfusionSoft (email platform)

    • How to create a new contact in Weave

    • How to put a new patient into the Referral Tracker

    • How to Choose which QOL Forms to send to new patients

    • How to add new patients into the AUTHORIZATION tracker
  • 3

    Treatment Authorization Process

    • Axminster HMO Insurance (Providence hospital) Details - brief explanation

    • Axminster Portal - details for asking for authorizations

    • Torrance Memorial Hospital IPA - HMO Pelvic Health Contract Details

    • MemorialCare HMO Insurance (MMC + Newport Greater Physicians) Details

    • Authorization Tracker procedure

    • How to check for Medicare Eligibility

    • Motion Picture - Procedure for Requesting Authorization

    • Direct Access Training
  • 4

    Daily Duties and Time Management

    • PCC Daily and Weekly Task Checklist

    • Summary List of PCC Responsibilities that include some shared Front Desk Duties for Opening/Closing
  • 5

    Front Desk Duties

    • How to View and Send Faxes from WEAVE

    • How to manage requests for sending medical records

    • How to Check in a Patient and Collect Copay/Co-insurance

    • How to send a TEXT TO PAY for telehealth patients or patients who have outstanding bills

    • Link to PROMPT pre-recorded trainings

    • Procedure for Managing Late Cancellations and No Show Appointments

    • Front Desk Duties (sometimes PCC will cover for Receptionist when their hours do not overlap)

    • PROMPT EMR overview of Policies and Procedures

  • 6

    Developing Rapport and Communication Tips

    • New Patient Phone Script Ideas

    • How to Respond to New Patient Objections and concerns

    • Insurance Terms to Review

    • PCC Follow up with New Patients at second visit and a call at a month after evaluation (a work in progress)