Patient Care Coordinator - Emergency & Critical Care

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Job Posting Title:

Patient Care Coordinator - Emergency & Critical Care

   

Position Type:

Professional / Unclassified

   

Department:

LSUAM VetMed - VTH - Admin - Hospital Operations - Support (Katelyn Downey (00052920))

   

Work Location:

Veterinary Medicine Building

   

Pay Grade:

Professional Hourly

   

Job Description:

The LSU Veterinary Teaching Hospital is seeking a self-motivated, compassionate, animal loving individual to be part of our patient care team. Our Small Animal Emergency and Critical Care Patient Care Coordinator will work within the aforementioned teams acting as a client advocate, ensuring that each client experience matches the excellent care offered to their pets. They will be responsible for coordinating the Client Service activity of patients within the Emergency Departments as well as work with other specialty departments. The individual will be responsible for following up with clients after emergency visits, rDVM communication, record keeping, while facilitating and encouraging a positive client experience for all. The patient care coordinator should have excellent analytical skills to be able to understand and explain procedures and protocols of the department offered to the patient. Shifts vary depending on needs of the area. This position is considered essential personnel and participates in Holiday rotations and other times when the hospital remains open.

Job Responsibilities:

30% - Act as a liaison between patients and the medical team, ensuring that patient concerns and inquiries are addressed promptly and professionally. Work closely with the medical billing team to ensure accurate and timely completion of billing processes related to emergency services. Address billing inquiries from patients, providing clear explanations and resolving any discrepancies. Oversee the completion of all necessary paperwork related to emergency patient care, ensuring accuracy and compliance with regulatory requirements. Establish and maintain strong communication channels with referring veterinarians. Ensure referring veterinarians are promptly informed about the emergency care provided, sharing relevant medical information and facilitating a smooth transition for ongoing care. Coordinate and schedule follow-up visits for patients as recommended by the medical team. Work with both internal and external stakeholders to secure appointments that align with the patient's needs and the medical team's recommendations.

25% - Establishes and maintains effective communication channels with patients to collect feedback on their emergency care experience. Ensures complete and accurate patient registration, including demographics and other important client & patient information. Handles requests from referral sources and provides relevant information and data. Serves as point person for multidisciplinary evaluation process to include patient scheduling, third party communications, and internal communications. Assists clients in solving potential issues related financially or to social barriers. Verify all proper forms and treatment approval are obtained. Notate any concerns regarding the patient so that proper Alerts maintained within the electronic medical records.

25% - Assist in all forms of service communications, including assisting in emails, prescription refills, and etc. Maintain constant communication with clinicians and/or house officers to ensure that the patient's discharges are finalized, appropriate diagnosis codes are entered, and the patient's visit list is finalized. Ensure that the client receives the discharge summary. Call back client the following day post-discharge to ensure they understand all information sent home, answer any questions to the best of your abilities, and provide excellent communication and services to the client.

15% - Offer any assistance that may make the visit more comfortable for the client. Engage client by offering services such as the CareCredit application or information regarding the Client Portal. Review information with the client and offer clarification if needed. Assist in collecting proper deposit/payment for services to be rendered while properly explaining the financial policies of the VTH. Relay any information between the service providers and the client, as needed. Communicate with primary and ancillary services to provide client with appropriate updates on the patient'