Patient Services Coordinator

JOB SUMMARY

The Patient Services Coordinator serves as a key operational leader within the patient access team, supporting management in driving daily performance, ensuring efficient workflows, and fostering a culture of excellence in patient service. This role is instrumental in maintaining high standards of care delivery, financial performance, and team development. The PSC acts as a liaison between Patient Services Representatives (PSRs) and leadership, stepping in to lead and resolve issues in the absence of a supervisor or manager.

ESSENTIAL FUNCTIONS LEADERSHIP & OPERATIONAL OVERSIGHT

(50-75%) Provide direct support to management by overseeing daily operations, ensuring staffing coverage, and maintaining schedule integrity across assigned areas. Monitor compliance with federal, state, and local regulations (e.g., TJC, DOH, HIPAA) and ensure team adherence to organizational policies. Develop and manage master staffing schedules, assess PTO requests, and coordinate coverage for call-outs to maintain uninterrupted service. Generate and analyze performance reports to coach staff, identify trends, and support performance evaluations. Serve as the communication conduit between PSRs and management, ensuring timely dissemination of updates and escalation of concerns. Collaborate with leadership to implement and refine practice policies, participate in audits, and lead process improvement initiatives. Support conflict resolution and service recovery efforts, handling escalated patient concerns with professionalism and empathy. Participate in recruitment, interviewing, onboarding, and training of new team members to build a high-performing workforce.

PATIENT SERVICES REPRESENTATIVE DUTIES

(25-50%) Deliver exceptional front-line service by anticipating patient needs and managing service recovery when necessary. Handle inbound communications efficiently, including phone calls, voicemails, and messages, ensuring accurate documentation and timely routing. Schedule appointments in accordance with protocols, verify visit reasons, and manage cancellations/rescheduling with clear communication. Perform check-in/check-out procedures, including copay collection, insurance verification, and documentation of patient interactions in the EMR. Communicate patient flow and wait times proactively to patients and management. Obtain and validate insurance authorizations and referrals, ensuring compliance with payer requirements. Maintain current knowledge of insurance plans, eligibility criteria, and billing procedures to support accurate financial transactions. Investigate and resolve billing denials, ensuring proper documentation and encounter correction. Ensure accurate demographic and insurance data entry for new and existing patients. Reconcile daily receipts and participate in financial reporting and copay reconciliation. Resolve front-end report issues and maintain supply inventory to support operational needs.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education High School Diploma required Associate's Degree preferred Work Experience 5+ years of Medical Office experience required. Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience.

Licenses / Certifications

Must successfully complete/pass EMR training/tests