Patient Services and Registration Coordinator

Patient Services And Registration Coordinator

Under the supervision of the Senior Manager of Patient Services and Registration, the Patient Services and Registration Coordinator serves as a key operational and leadership resource for the team. This highly visible, patient-facing role supports high-quality service, staff training, workflow oversight, problem-solving, and daily operations across sites. The Coordinator maintains comprehensive knowledge of core Patient Services and Registration functions, including specialty referrals, intakes, eligibility, and EHR documentation, while reinforcing standards for quality, consistency, accountability, and compliance. As a key point of contact for staff, the Coordinator supports workflow performance, identifies concerns, and escalates issues as appropriate while modeling professionalism, sound judgment and adherence to established workflows. This role does not carry direct supervisory responsibility and requires a variable schedule, with flexibility to step into any Patient Services or Registration function at any Roots site as needed.

Duties and Responsibilities:

• Engage every patient and visitor with warmth and professionalism, ensuring a positive and welcoming experience.
• Answer phone lines, route calls, and schedule appointments.
• Identify patient needs and resolve concerns promptly and professionally.
• Support smooth clinic flow and efficient front desk operations.
• Communicate patient experience concerns as appropriate.
• Educate patients on intake, referral, scheduling, and access processes.
• Oversee new patient intake, ensuring required documentation is complete and accurately reflected in the EHR.
• Verify the accuracy of patient demographics, insurance, eligibility, and registration data.
• Submit, verify, and follow up on specialty referrals and authorizations, including appointment linkage and required documentation.
• Monitor intake, referral, registration, and project workflows for timeliness, accuracy, and quality.
• Serve as a key point of contact and trainer on workflows, policies, and expectations for Patient Services and Registration staff across clinic and Behavioral Health settings.
• Provide workflow guidance and constructive feedback to support staff development and improvement.
• Maintain working knowledge of all core Patient Services and Registration functions.
• Lead by example, modeling professionalism, integrity, accountability, and sound judgment while promoting a positive and supportive team environment and patient experience.
• Recognize staff contributions, milestones, and accomplishments to support team engagement.
• Support implementation and reinforcement of policies, procedures, workflows, and new initiatives.
• Participate in chart audits, billing audits, quality reviews, and other compliance activities.
• Coordinate with Finance, Data, Clinical, Billing and other teams to support compliance reporting and operational needs.
• Maintain accurate EHR documentation and patient and employee confidentiality in accordance with HIPAA, compliance requirements, and Roots policies.
• Identify issues requiring escalation and coordinate appropriate next steps.
• Partner with PSR leadership to strengthen team consistency and performance, communicating trends, concerns, and workflow needs in a timely manner.
• Collaborate across departments to promote continuity of care and positive patient outcomes.
• Provide coverage across Patient Services and Registration functions at all Roots clinics as operationally needed.
• Perform other duties as assigned.

Requirements:

Core Competencies:

• Bachelor's degree with 2 years of relevant experience, or Associate degree with 3 years, including at least 3 years in patient registration, scheduling, referrals, intake, or related healthcare operations. Required
• Knowledge of registration, scheduling, intake, eligibility, referrals, insurance verification, and EHR workflows. Required
• Experience training or guiding staff or peers. Required
• Strong organization, communication, customer service, problem-solving, and judgment. Required
• Cultural humility and ability to work effectively with diverse populations. Required
• Ability to work collaboratively and support team development. Required
• Open to receiving, applying, and learning from feedback to support continued growth. Required
• Demonstrated ability to remain calm under pressure and de-escalate conflict using trauma-informed, culturally responsive approaches when supporting patients, visitors, and staff experiencing distress. Required
• Proficiency with Microsoft Office, Google Workspace, EHR systems and Medi-Cal processes. Required
• Experience in a community clinic, FQHC, nonprofit, or safety-net setting. Preferred
• Experience serving underserved communities. Preferred
• Ability to work on-site full-time on a variable schedule across Roots sites, as needed. Required