Patient Care Coordinator

HOMELINK, a business unit within VGM Group’s family of businesses, is an innovative national provider of integrated specialty services for the healthcare and workers’ compensation industries. HOMELINK provides a comprehensive offering of ancillary care products and services, including advanced clinical programs, and partners with both payers and providers. As a privately held, employee-owned company, HOMELINK team members are committed to delivering high quality service from referral to resolution. To learn more about VGM HOMELINK, visit our website at www.vgmhomelink.com. 

Position Summary

Coordinates the delivery of a full spectrum of medical equipment and other healthcare services.  Verification of insurance coverage from payer sources while working with healthcare providers and payer sources to ensure patients receive a high standard of service delivery and care, which includes ensuring that patients receive the necessary medical equipment, services, proper instruction, and quality customer service by the expected delivery date.

What’s more? At VGM Group, we are 100% employee owned. Click to view more about VGM!  

Reporting Accountability: Supervisor

Working Location: Flexible - onsite, remote, hybrid

Working Hours Classification: Full-Time, 8am-5pm CST or 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

Learn more about VGM Group, Inc.: 

Headquartered in Waterloo, Iowa, VGM is a 100% employee-owned company providing business and professional services to thousands of business customers across North America. Services include group purchasing, commercial insurance, management of healthcare services and networks in post-acute cases, healthcare distribution direct to patient homes, specialty consulting, online education, digital, print, and traditional marketing and more. VGM employs approximately 1,700 people across 40 states and Canada, with more than 1,100 working in Iowa. VGM has been named the Top Workplace in Iowa on multiple occasions and is proud of its role in the communities in which it serves. For more information visit www.vgmgroup.com.

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, national origin, disability status, genetics, protected 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.