VGM HOMELINK Patient Care Coordinators [PCCs] work every day to ensure patients across the country receive the highest standard of care. PCCs do this by performing high quality customer service in an office environment utilizing various forms of technology. A PCC will verify insurance coverage and coordinate healthcare services such as durable medical equipment, medical supplies, transportation services, and home care services.

Click below to view a day in the life of a Patient Care Coordinator and learn how you can make a difference every day.

The first few months as a PCC will be spent in training learning business objectives, software systems, and job specific goals. The HOMELINK training team will provide in depth training on of insurance carrier contracts, medical coding, and specific service coordination.

Commitment to in-depth knowledge of our insurance carrier contracts and expectations, as well as high-quality standards and timeliness are crucial to success in this role. This VGM job is fast-paced and ever changing; individuals with high energy and passion for exceeding expectations are encouraged to apply. This VGM job functions in a call-center environment and at minimum 75% of this role will included communication via phone with in-coming and out-going calls.

Working Location: Our main VGM campus is in Waterloo, Iowa - this position is flexible in on-site, hybrid or remote.

Hours: Monday-Friday; Full-time (40 hours/week) opportunities available with periodic on call responsibilities.

• 1st shift, 8am-5pm CST
• 2nd shift, 10am-7pm CST
• Responsibilities/Duties of the Job

• Manage a large volume of phone and email communication, including incoming and outgoing calls. Respond to customer queries accurately and in a timely manner through email or phone.
• Answer calls from referral sources in a timely and professionally manner, and secure referral orders by telephone, fax, and electronic means – being on the phone is a required and essential function of the job
• Contact payer sources to verify or obtain eligibility, benefits, and/or authorization for items or services requested
• Coordinate the delivery of medical equipment and other healthcare services, including contacting the patient, provider, or on-line tracking system to confirm items were delivered and/or services rendered
• Obtain and send appropriate clinical documentation to payer sources by fax or electronic means to assist them in determining the medical necessity of medical equipment and other healthcare services
• Communicate with supervisor, other PCC’s, and external parties to keep them informed of order status, including outlying situations that could affect the referral
• Collect and enter accurate and detailed patient, provider, and payer information into the Company’s claims platform on a real-time basis to prevent delays in billing or services
• Answer questions from patients, providers, Company staff, and payer sources
• Ensure patients receive a high standard of service delivery and care through a series of follow-up quality questions to ensure Company quality standards are being met
• Identify and resolve service issues and complaints
• Intake of new orders as needed during busy times, even if not the primary job responsibility of the PCC
• Maintain knowledge of Company policy and procedures and regulatory, contractual, and accreditation requirements
• Reviews orders to ensure they are setup with accurate coding, quantity, and pricing
• Maintain availability for after hours on-call coverage
• Follow strict confidentiality and HIPAA privacy and security guidelines
• Perform other duties as assigned
• Key responsibilities do not include conducting utilization management activities that require clinical judgement or interpretation of clinical information, including issuing denials of service authorization requests

Position Qualifications

Education/Experience:

• High school diploma/GED desired
• Equivalent professional experience preferred
• Must comply with continuing education per Company, regulatory, contractual, and accreditation requirements’

Skills and competencies:

• Customer service focused
• High degree of integrity and trust
• Ability to multitask and prioritize
• Possesses strong time management and organization skills
• Detailed oriented
• Works well under pressure and is punctual
• Flexible with the ability to routinely adapt to change
• Team player with excellent communication skills
• Knowledge of various healthcare industry billing and/or coding terminologies such as ICD-10, HCPCS, CPT, modifiers, and various Medicare NCD’s and LCD’s

Physical Requirements:

• Working at a physical desk, moving about the office and facility as needed for work
• Operation of office machinery and equipment
• Visual abilities to include reading, distance vision, and peripheral vision

This job description reflects the general duties of the job but is not a detailed description of all duties which may be inherent to the position. Reasonably related additional duties may be assigned to the individual Associate.

VGM Group, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, pregnancy, national origin, disability, genetic information, military or veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.