Patient Services Coordinator

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JOB SUMMARY

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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.

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ESSENTIAL FUNCTIONS

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LEADERSHIP & OPERATIONAL OVERSIGHT (50-75%)

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Provide direct support to management by overseeing daily operations, ensuring staffing coverage, and maintaining schedule integrity across assigned areas.

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Monitor compliance with federal, state, and local regulations (e.g., TJC, DOH, HIPAA) and ensure team adherence to organizational policies.

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Develop and manage master staffing schedules, assess PTO requests, and coordinate coverage for call-outs to maintain uninterrupted service.

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Generate and analyze performance reports to coach staff, identify trends, and support performance evaluations.

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Serve as the communication conduit between PSRs and management, ensuring timely dissemination of updates and escalation of concerns.

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Collaborate with leadership to implement and refine practice policies, participate in audits, and lead process improvement initiatives.

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Support conflict resolution and service recovery efforts, handling escalated patient concerns with professionalism and empathy.

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Participate in recruitment, interviewing, onboarding, and training of new team members to build a high-performing workforce.

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PATIENT SERVICES REPRESENTATIVE DUTIES (25-50%)

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Deliver exceptional front-line service by anticipating patient needs and managing service recovery when necessary.

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Handle inbound communications efficiently, including phone calls, voicemails, and messages, ensuring accurate documentation and timely routing.

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Schedule appointments in accordance with protocols, verify visit reasons, and manage cancellations/rescheduling with clear communication.

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Perform check-in/check-out procedures, including copay collection, insurance verification, and documentation of patient interactions in the EMR.

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Communicate patient flow and wait times proactively to patients and management.

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Obtain and validate insurance authorizations and referrals, ensuring compliance with payer requirements.

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Maintain current knowledge of insurance plans, eligibility criteria, and billing procedures to support accurate financial transactions.

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Investigate and resolve billing denials, ensuring proper documentation and encounter correction.

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Ensure accurate demographic and insurance data entry for new and existing patients.

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Reconcile daily receipts and participate in financial reporting and copay reconciliation.

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Resolve front-end report issues and maintain supply inventory to support operational needs.

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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

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5+ years of Medical Office experience required.

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Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience.

• Licenses / Certifications

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Must successfully complete/pass EMR training/tests