Patient Access Coordinator

Patient Access Coordinator

Scheduled Weekly Hours: 40

Monday - Friday (7:30am - 4pm) or (8am - 4:30pm)

The Patient Access Coordinator serves as a senior team member and functional lead within the call center and/or medical practice, providing day-to-day guidance and operational support to Patient Access Specialists and/or Patient Services Representatives. This role supports the Patient Access Specialist and Patient Services Representative positions while acting as a resource for workflow coordination, training support, and escalation handling. This role also supports efficient call center and front office operations, promotes high-quality patient interactions, and helps ensure adherence to scheduling protocols, documentation standards, and organizational policies. This position plays a critical role in maintaining efficiency, service excellence, and team accountability across call center and front office operations. While this role provides direction and guidance to peers, it does not have formal supervisory responsibilities.

Education/Training

High school diploma or equivalent required

Associate's degree in business preferred

Required Qualifications and Skills:

Minimum of 23 years of experience in a medical or outpatient healthcare setting

Strong knowledge of patient scheduling workflows, insurance verification, and call center 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 a first point of contact for Patient Services Representatives and/or Patient Access Specialists regarding workflow questions and day-to-day operational needs

Provide guidance and real-time support to staff on scheduling protocols, insurance verifications, insurance referrals, patient interactions, and system navigation

Assist with onboarding and training of new hires and cross-training of existing staff

Help coordinate daily coverage and workflow distribution in collaboration with leadership

Promote consistency in scheduling accuracy, documentation, and adherence to workflows

Assist in implementing process improvements to enhance efficiency and patient experience

Serve as a liaison between front-line staff and leadership to communicate operational concerns

Handle complex or escalated patient calls or concerns requiring advanced problem-solving and service recovery

Provide support for challenging scheduling scenarios, complaints, or coordination issues

Promote adherence to HIPAA, confidentiality, and organizational standards

Reinforce best practices in patient communication and service excellence

Support accuracy and completeness in documentation

Perform all essential functions of the Patient Access Specialist role and/or Patient Services Representatives, including:

Managing inbound/outbound calls

Complete patient registration and maintain accurate demographic and insurance records

Perform patient check-in and check-out processes

Schedule, coordinate, and confirm patient appointments

Verify insurance coverage and assist with referral and authorization requirements

Documenting patient interactions in the EHR

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

Salary Range: $23.71-$36.14

Sturdy Memorial Hospital is an equal employment opportunity employer. There is no discrimination because of race, color, creed, age, gender, sexual orientation, national origin, veteran status or disability.