Patient Care Coordinator

Job Description

Job Description

INTRODUCTION

Under the supervision of the Practice Manager, the Patient Care Coordinator serves as the first point of contact for patients seeking appointments. This role answers a high volume of calls, schedules appointments, and instructs and assists patients regarding appropriate scheduling protocols. The Patient Care Coordinator maintains a professional, courteous, and confidential work environment while using initiative, sound judgment, and strong communication skills to ensure the efficient and effective operation of the Patient Scheduling Center and its resources.

MAJOR DUTIES / ESSENTIAL FUNCTIONS

• Greet patients in a professional and courteous manner during check in, verifying that demographic and insurance information is complete and accurate.

• Schedule new patient appointments, including collecting demographic information, insurance coverage, referring provider information, and primary care provider information.

• Verify patient insurance benefits at check in.

• Obtain insurance authorizations and referrals when required.

• Collect copayments and time of service payments from self pay patients, ensuring each patient receives a receipt.

• Handle a high volume of incoming calls, including scheduling, rescheduling, confirming, and canceling appointments, and return all patient call backs generated within the system.

• Accurately document and communicate appointment information to patients in a courteous and professional manner.

• Assess patient needs, create telephone encounters, and forward them to the appropriate clinical or administrative team for resolution.

• Effectively manage incoming calls across multiple queues, routing calls to the appropriate health center or department.

• Promptly route urgent calls and provide clear SBAR communication to the appropriate provider, site, or leadership team member.

• Verify and update patient demographic, insurance, and contact information, ensuring all records remain accurate.

• Address patient concerns using patience, empathy, active listening, and excellent customer service.

• Educate patients on the Patient Portal by explaining its features and benefits.

• Assist patients with Patient Portal enrollment, web access, and password resets.

• Handle and enter confidential patient information discreetly while adhering to Meridian Medical Associates' HIPAA policies and procedures.

• Serve as a liaison between patients, providers, clinical staff, and practice leadership.

• Review patient information for accuracy and completeness and assist patients as needed.

• Demonstrate exceptional customer service in every patient interaction.

• Meet departmental expectations for call quality, talk time, and wait time.

• Maintain a clean, organized, safe, and professional work environment.

• Maintain patient files and electronic records as required.

• Meet established productivity, quality, and performance benchmarks.

• Perform other duties as assigned.

MINIMUM QUALIFICATIONS

• High school diploma or equivalent required.

• Bilingual English and Spanish is welcome.

• Strong attention to detail and accuracy.

• Ability to multitask and work efficiently in a fast paced environment.

• Excellent interpersonal, customer service, telephone, and communication skills.

• Minimum of one year of experience in an office setting, preferably in a medical practice.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong customer service skills.

• Working knowledge of medical terminology and electronic health record (EHR) systems.

• Excellent verbal, written, and telephone communication skills.

• Bilingual English and Spanish is welcome.

• Ability to work independently and collaboratively within a team environment.

• Ability to establish positive working relationships with individuals from diverse cultural and ethnic backgrounds.

• Proficiency with Microsoft Office applications and basic computer systems.

• Ability to sit for extended periods and perform frequent telephone and computer work.

Meridian Medical Associates is a growing, patient-centered ambulatory healthcare practice serving the Prince George’s County community. We provide comprehensive primary care, weight management, pain management, disability evaluations, and nutrition services with a strong focus on preventive care, quality outcomes, and exceptional patient experiences. Our team is committed to compassionate care, innovation, teamwork, and continuous improvement while advancing value-based healthcare in the communities we serve.

Company Description

Meridian Medical Associates is a growing, patient-centered ambulatory healthcare practice serving the Prince George’s County community. We provide comprehensive primary care, weight management, pain management, disability evaluations, and nutrition services with a strong focus on preventive care, quality outcomes, and exceptional patient experiences. Our team is committed to compassionate care, innovation, teamwork, and continuous improvement while advancing value-based healthcare in the communities we serve.