ENHANCING THE EXPERIENCE
Evolution of the Patient
Care Coordinator Role at Therapy Partners Group
At Therapy Partners Group (TPG), we believe that a positive patient experience starts with a patientfocused front office. We’re excited to announce significant improvements to the Patient Care Coordinator (PCC) role, transforming it into a more customer-centered position.
This evolution is designed to streamline operations and elevate the patient experience through meaningful interactions.
THE SHIFT TO PCC PROCESS 2.0
Historically, the PCC role involved a myriad of responsibilities that often left team members feeling overwhelmed. Juggling various tasks verifying insurance, submitting prior authorizations, completing medical records, and entering patients into the EMR resulted in errors and reduced the quality of patient interactions. Understanding the need for change, we have introduced PCC Process 2.0, which emphasizes a more standardized and specialized approach.
FOCUSING ON WHAT MATTERS MOST
With the addition of remote teammates and a new structure, our PCCs can now dedicate their time and energy to key areas that enhance patient satisfaction: Scheduling: Efficiently managing appointments to ensure patients are seen in a timely manner.
Problem-Solving: Addressing patient concerns quickly and effectively to enhance their overall experience.
Patient Interaction: Building strong relationships with patients, creating an atmosphere of care and support. By allowing PCCs to focus on these critical areas, we are fostering unforgettable interactions the TPG Way.
POSITIVE FEEDBACK AND COLLABORATIVE SPIRIT
The feedback from those who have already transitioned to PCC Process 2.0 has been overwhelmingly positive. Team members have noted a significant improvement in workflow and job satisfaction, leading to enhanced group communication and collaboration. With streamlined processes in place, issues are being resolved more swiftly, thanks to the cohesive efforts of our PCCs and the entire team.
A BRIGHTER FUTURE FOR PATIENT CARE
At TPG, we recognize that our front office is the heartbeat of our organization. By reimagining the PCC role, we are not only enhancing efficiency but also ensuring that our patients receive the attention and care they deserve. The positive changes we are implementing represent our dedication to continuous improvement and a patient-first philosophy.
As we move forward with this initiative, we remain committed to supporting our PCCs, fostering a collaborative environment, and ultimately providing memorable interactions that set TPG apart. Together, we are shaping a brighter future for patient care, and we can’t wait to see the continued impact of these improvements on our patients and our team.
WHAT THEY ARE SAYING
"The new office team has been incredibly helpful. In the last month I have found a lot more time to work on things such as calling through journeys, calling patients who have dropped off of our schedule, scanning and creating NVDC, spending more time talking with patients, and so much more." - Taylor Larson, Lead Patient Care Coordinator, Inspire Mayfair Location
"The new front office team allows us PCCs to really impact the patient experience in the clinic and over the phone, with more dedicated time to connect and understand how we can best help them. Thank you, team, for taking on some of the duties that were preventing us from really providing that unforgettable experience "
"I appreciate so much, how efficiently the new front office team is handling tasks. I have already had my first two interactions with this awesome, new frontoffice team. I am gaining some insight into new areas and I really appreciate the extra mile they go to give me a heads up on new things they spot in Tasks that may need quick attention." - Mary Loomis, Patient Care Coordinator, NWRA
"Thank you, Front Office Team! I appreciate all the help and work you do that allows us to focus on our patient-facing care!" - Ali Bessey, Patient Care Coordinator, Inspire Sinto Location
"The new team has been very helpful and has definitely relieved my workload so that I can focus more on the patients and the therapists' schedules! This makes a huge difference in the flow and the overall atmosphere of the day." - Melissa Walker, Patient Care Coordinator, Inspire Mayfair Location
“I am enjoying all the new team members and how we are coming together as a big family unit, working hard together as a team for a common goal. The new front office teammates have been eager to learn and help out, they are very knowledgeable, and I can't wait to continue this journey with all of them "Crystal Weddington, Patient Care Coordinator, NWRA
TAYLOR LARSON
MARY LOOMIS
CRYSTAL WEDDINGTON