Intensive Patient Coordinator
Position Overview:
The Intensive Patient Coordinator at NAPA Center is a dynamic position that supports the families and daily operations of the intensive therapy program at the Los Angeles based clinic. This position requires someone who is well-organized, detail-oriented, and has a true passion for helping people from different socio-economic backgrounds. This role is heavily rooted in working with patients to obtain paperwork needed to begin services and onboarding patients into our CRM and scheduling systems.
Requirements:
- Bachelor’s degree or 3-5 years of experience in customer service
- Exceptional written and verbal communication skills
- Strong interpersonal skills and inclination for teamwork and collaboration
- Must enjoy working in directly with children and families
- Ability to multi-task, shift focus across tasks as needed, and manage priorities
- Proficiency in Microsoft Office, especially Excel, and willingness to learn CRM and database programs
- Strong problem-solving skills and ability to deliver difficult information in a kind and respectful way.
Responsibilities:
- Manage daily intensive therapy program tasks such as: emailing and/or calling current patients; collecting and coordinating all necessary documentation prior to arrival; organizing home exercise videos; creating completion certificates; giving tours of the facility to new families; inputting therapy schedules; and any other tasks as assigned by the Director of Rehabilitation.
- Address and problem solve all issues within a timely manner. Communicates any concerns or problems with patients to the NAPA team on a regular basis. Escalates issues as necessary to upper management.
- Communicate information on patient cancellations and other scheduling changes to appropriate NAPA employees. Troubleshoot scheduling concerns from parents or staff members as they arise.
- Help enforce COVID policies and procedures including temp check, sick policy, COVID testing, in clinic rules, etc., for all intensive program families.
- Provide back-up to the front desk as needed.
Physical Demands:
While performing the essential functions of this job, the incumbent must be able to do the following: stand for extended periods; sit for extended periods; bend and reach for filing and other job-related functions; climb up and down stairs; bend, stoop, and lift to move and retrieve materials; pull, push, and lift; reach both above and below shoulder height. Specific visual abilities include close vision, color vision, depth perception, and the ability to adjust focus. Must be able to visually inspect work. Manual dexterity to operate computer and other office equipment required.
The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made.
Company Values:
All NAPA Center employees must demonstrate the company’s core values which include:
- Love –NAPA is a family business built on the love that parents have for their children. Embody NAPA’s spirit of love through kind actions, warmth and communication used every day.
- Share – strive to collaborate and educate as part of the NAPA team, so that our clients and their families leave NAPA with positivity and hope.
- Grow – evolve, engage and continue to learn, from our clients, our colleagues and our industry so that we truly offer the best therapy possible.
- Hope – believe in the potential of every child and commit to helping them succeed, giving families hope when others have failed.
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