Job Description
Job DescriptionDescription:
Position Summary:
The Principal Care Management (PCM) Technician plays a critical role in providing non-clinical support and care coordination to patients with chronic pain. Serving as part of a dedicated care management team, the PCM Technician functions as a liaison between patients and providers—managing inbound and outbound calls, triaging patient concerns, and assisting with care coordination efforts. This position requires strong communication skills, excellent judgment, and a patient-centered mindset.
Key Responsibilities:
- Act as the first point of contact via phone for patients enrolled in Principal Care Management services.
- Perform call center and phone triage duties, including screening and directing calls, escalating urgent issues to clinical staff when appropriate.
- Provide non-clinical support to patients by answering questions related to medications, appointments, referrals, and follow-up care plans.
- Assist with care coordination, including helping patients navigate treatment plans, follow-up visits, and specialist referrals.
- Accurately document all patient interactions, including a detailed summary of the call, patient concerns addressed, and time spent on the phone, in accordance with PCM billing requirements and compliance standards.
- Ensure documentation supports proper reporting and billing for Principal Care Management services.
- Monitor and manage patient communication platforms, including voicemails, messages, and emails.
- Support patients with social determinants of health needs by identifying and referring them to appropriate resources.
- Maintain compliance with HIPAA regulations, privacy policies, and other relevant healthcare laws.
- Participate in regular team huddles and communicate proactively with clinical and administrative team members.
- Provide on-call or after-hours phone support as scheduled, including some weekends and holidays.
Work Environment:
- Primarily office-based or remote call center environment
- May require flexible hours, including after-hours, weekends, and holidays
- Interaction with patients may involve sensitive and emotionally charged situations
Requirements:
Qualifications:
Required:
- High School Diploma or equivalent
- Minimum 1 year of experience in a healthcare setting, preferably in pain management or chronic care coordination
- Excellent verbal and written communication skills
- Proficient in the use of computers, EHR systems, and Microsoft Office Suite
- Ability to multitask in a fast-paced call center or healthcare environment
- Preferred:
- Medical Assistant certification, CNA, or relevant clinical background (not required, but beneficial)
- Experience with care management programs (e.g., CCM, PCM, or TCM)
- Bilingual (Spanish or other languages) a plus
Key Attributes for Success:
- Empathetic and patient-focused
- Team player with strong organizational skills
- Accurate and detailed in documentation
- Able to prioritize tasks and respond to urgent needs quickly and appropriately
- Discreet and professional in all communications
Note: This job description is not intended to be all-inclusive. The employee may perform other related duties as required to meet the ongoing needs of the organization.