Role: Patient Care Coordinator/ Medical Office Administrator
About Us:
We are a multidisciplinary, specialized medical clinic. At Ketamine Health & Wellness, we focus on cutting-edge ketamine infusion treatments for chronic pain and mental health conditions, such as depression, anxiety and PTSD.
Job Overview:
We are seeking a Patient Coordinator/Office Administrator to provide outstanding customer service to patients. This is an opportunity to be a part of an exciting and innovative treatment that is ideal for someone who is passionate about people and their well-being.
You will play a crucial role in ensuring effective communication and coordination to meet the needs and expectations of our patients. Your focus will be on maintaining client relationships, and facilitating smooth operations in the clinic. This position requires exceptional interpersonal abilities, strong organizational skills and attention to detail. We are looking for an individual who also demonstrates the ability to connect with patients on a personal level to instill trust and confidence.

Responsibilities:

• Serve as the main point of contact for patients. Foster a welcoming environment by warmly greeting patients on the phone and in the clinic, while engaging with them in a compassionate and friendly manner.
• Understand patients’ needs, preferences, and goals to provide personalized support.
• Must be comfortable explaining ketamine treatments and procedures to patients with severe mental health and pain conditions (training will be provided).
• Manage and answer incoming phone calls, voicemails, e-mails, and faxes, and ensure knowledgeable and timely responses to patient inquiries
• Verify new patient information by interviewing patients; and recording current status and past history.
• Track and follow up with patients to schedule and confirm appointments, ensure all necessary forms and documents are up to date, and confirm status.
• Track and follow up with all potential patients.
• Maintain accurate electronic medical records, ensuring that all documents, faxes and forms are filed appropriately, while ensuring that all patient notes are up to date.
• Maintain and restock medical supplies and manage inventory to support clinic operations.
• Oversee equipment maintenance, service and repairs.
• Manage day-to-day operations of the clinic; opening and closing clinic; ensuring the front desk, waiting room and clinic are clean and organized.
• Turn over treatment room after patient visits and maintain the cleanliness of examination rooms.
• Manage financial transactions, including creating and sending invoices, collecting payments, updating and tracking patient accounts and reconciling billings.
• Complete and fax referrals, reports and requisitions to other health care providers as required and at the physician’s request.
• Uphold patient confidentiality and ensure the protection of personal and financial information.
• Knowledge of social media marketing using platforms such as Instagram and Facebook would be welcomed as an asset.
• Provide feedback and suggestions to the clinical team to improve the patient experience.

QUALIFICATIONS:

• Previous experience working in medical or healthcare administration is preferred.
• Exceptional customer service skills, with excellent verbal and written communication skills.
• Empathy, compassion, and a commitment to delivering an exceptional patient experience.
• Ability to adapt to a dynamic environment and handle multiple tasks simultaneously.
• Strong interpersonal and relationship skills with a focus on active listening.
• Experience working with web-based email applications and Electronic Medical Records is desired.
• Initiative, creativity, attention to detail and problem-solving skills.
• High degree of professionalism, discretion, and sound judgment under pressure.

• Serve as the main point of contact for patients. Foster a welcoming environment by warmly greeting patients on the phone and in the clinic, while engaging with them in a compassionate and friendly manner.
• Understand patients’ needs, preferences, and goals to provide personalized support.
• Must be comfortable explaining ketamine treatments and procedures to patients with severe mental health and pain conditions (training will be provided).
• Manage and answer incoming phone calls, voicemails, e-mails, and faxes, and ensure knowledgeable and timely responses to patient inquiries
• Verify new patient information by interviewing patients; and recording current status and past history.
• Track and follow up with patients to schedule and confirm appointments, ensure all necessary forms and documents are up to date, and confirm status.
• Track and follow up with all potential patients.
• Maintain accurate electronic medical records, ensuring that all documents, faxes and forms are filed appropriately, while ensuring that all patient notes are up to date.
• Maintain and restock medical supplies and manage inventory to support clinic operations.
• Oversee equipment maintenance, service and repairs.
• Manage day-to-day operations of the clinic; opening and closing clinic; ensuring the front desk, waiting room and clinic are clean and organized.
• Turn over treatment room after patient visits and maintain the cleanliness of examination rooms.
• Manage financial transactions, including creating and sending invoices, collecting payments, updating and tracking patient accounts and reconciling billings.
• Complete and fax referrals, reports and requisitions to other health care providers as required and at the physician’s request.
• Uphold patient confidentiality and ensure the protection of personal and financial information.
• Knowledge of social media marketing using platforms such as Instagram and Facebook would be welcomed as an asset.
• Provide feedback and suggestions to the clinical team to improve the patient experience