General Maintenance Technician

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 providersmanaging 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 :

Qualifications : Required :

Key Attributes for Success :

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.

Compensation details : 25-30 Hourly Wage

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