Patient Services Coordinator

Plastic Surgery Patient Coordinator

The Plastic Surgery Patient Coordinator serves as the primary care coordination resource for plastic surgery patients, supporting the delivery of efficient, high-quality patient care throughout the patient journey. This role is responsible for coordinating patient access activities including registration, scheduling, care coordination, insurance authorization processes, and self-pay transactions while ensuring a seamless patient experience. The Plastic Surgery Patient Coordinator serves as a key liaison between patients, providers, and practice teams by managing patient communications, coordinating treatment preparation, and supporting clinical documentation workflows, including chart completion and consent processes. This role assists providers in delivering timely and organized patient care while promoting accuracy, compliance, and exceptional service. This position also supports practice operations and growth initiatives by enhancing patient engagement, optimizing workflows, and contributing to a positive patient experience that supports the continued success of the plastic surgery practice. It may support marketing and clinical efforts through documentation of surgical results.

Education/Training: High school diploma or equivalent required. Associate's degree in business preferred. Licenses/Certification: N/A

Required Qualifications and Skills: Minimum of 2–3 years of experience in a medical or outpatient healthcare setting working in plastics. Strong knowledge of patient scheduling workflows, insurance verification, and outpatient operations. Proficiency in Microsoft Office and electronic health record (EHR) systems.

Preferred Qualifications and Skills: Prior experience in a lead, mentoring, or supervisory capacity strongly preferred. Knowledge of medical terminology, referrals, and authorizations.

Essential Job Functions:

• Serve as the primary point of contact for plastic surgery patients, providing exceptional customer service and coordinating patient needs throughout the care journey.
• Manage inbound and outbound patient communications, including appointment inquiries, care coordination needs, consultation follow-up, and patient outreach activities.
• Accurately register patients and maintain complete and up-to-date demographic, insurance, and financial information within the electronic medical record (EHR).
• Schedule, coordinate, and confirm patient appointments in accordance with practice workflows, provider availability, and scheduling guidelines.
• Perform patient check-in and check-out processes, ensuring accurate documentation and completion of required administrative tasks.
• Verify insurance coverage and obtain required referrals, prior authorizations, and supporting documentation necessary for patient care.
• Utilize established self-pay fee schedules to accurately document patient charges, communicate financial expectations, and collect applicable self-pay fees.
• Support patients through financial discussions related to self-pay services while maintaining professionalism, transparency, and a positive patient experience.
• Support consultation workflows by ensuring timely patient communication, coordination of next steps, and completion of required documentation to facilitate progression of care.
• Promote patient engagement and retention by providing timely follow-up, addressing patient questions, and supporting a seamless transition from consultation through treatment.
• Assist with practice growth initiatives by supporting patient access, improving scheduling workflows, identifying barriers to care, and contributing to an exceptional patient experience.
• Document patient interactions, care coordination activities, and administrative updates in the EHR in accordance with established workflows, policies, and documentation standards.
• Support providers with treatment preparation workflows, including chart documentation support, consent processes, and coordination of required pre-procedure information.
• Assist in identifying and implementing process improvements to enhance operational efficiency, patient access, and overall patient experience.
• Serve as a liaison between front-line operations and leadership by communicating workflow challenges, patient concerns, and opportunities for improvement.
• Promote adherence to HIPAA, confidentiality, compliance requirements, and organizational policies and procedures.
• Reinforce best practices in patient communication, service recovery, and service excellence.
• Support accuracy, completeness, and timeliness of patient records and documentation.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Age and Diversity Related Criteria: Consistently treats patients, colleagues, and visitors with dignity and respect, while being sensitive to the differing needs of all age groups, backgrounds, characteristics, and cultures. Ability to Fulfill Job Expectations: Must have the ability to perform the essential functions of the position, including required work hours, locations, and physical demands, without posing a direct threat to the health and safety of themselves or other individuals in the workplace, and with or without reasonable accommodation.

Physical Demands: Ability to sit for extended periods of time while working at a computer workstation. Ability to frequently use hands and fingers for typing, data entry, and handling phones. Ability to speak clearly and hear effectively to communicate with patients and staff by phone. Ability to view computer screens for prolonged periods. Ability to occasionally stand, walk, bend, or reach within the work area. Ability to lift or move light office materials (up to approximately 10 pounds) as needed.