Patient Services Coordinator

Patient Services Coordinator

The Patient Services Coordinator manages all incoming calls to a busy healthcare call center, delivers accurate information to patients and families, and supports seamless scheduling and communication for care teams. This role uses multi-line phone systems, electronic medical records, and collaboration tools to ensure patients receive timely assistance and a positive experience. The coordinator also supports patient care coordinators with additional administrative tasks and contributes to a collaborative, fast-paced team environment.

Responsibilities

• Answer all incoming calls to the call center using the Genesys phone system with courtesy, accuracy, and efficiency.
• Send messages via Microsoft Teams to the appropriate group chat to ensure timely communication with care teams.
• Initiate secure chats to the Intake Team for new patient scheduling, including all necessary information for the patient who needs to be scheduled.
• Warm transfer calls to the appropriate care team when a caregiver is available, ensuring a smooth handoff for the caller.
• Create telephone encounters using the .callintake template in Epic when the care team is unavailable and route them to the correct care team pool.
• Provide general information to callers, such as clinic address, appointment confirmations, and fax numbers, when the information is within the scope of care.
• Assist patient care coordinators with additional tasks when call volume is low or when requested by a supervisor or lead.
• Communicate clearly and professionally with patients, families, and healthcare team members in person, over the phone, and in writing.
• Resolve routine patient and scheduling issues independently by following established standards and workflows.
• Identify complex or urgent issues and escalate them to the appropriate personnel for resolution.
• Support the onboarding of new team members by modeling workflows, demonstrating best practices, and sharing practical knowledge.
• Monitor appointment availability in the electronic medical record and assist in optimizing scheduling templates as needed.
• Rotate into the office three times per month on assigned days as posted in Schedule Anywhere and complete any required make-up days if an assigned in-office day is missed.
• Adapt to changing priorities, workflows, and patient needs while maintaining a high level of professionalism and responsiveness.
• Demonstrate a consistent commitment to providing a positive patient experience through empathy, clear communication, and timely follow-up.

Essential Skills

• At least 1 year of experience in a medical office or related healthcare setting.
• High school diploma or GED.
• Experience with electronic medical records (EMR), including creating and routing encounters and monitoring appointment availability.
• Ability to learn and use multi-line phone systems, including routing calls, taking messages, and responding to inquiries.
• Proficiency with standard office applications such as email, word processing, and spreadsheets.
• Ability to use common office tools including printers, scanners, copiers, and fax machines.
• Strong verbal and written communication skills for interacting with patients, families, and healthcare team members.
• Demonstrated resilience and ability to adjust to changing priorities and workflows in a fast-paced environment.
• Commitment to delivering a positive patient experience through empathy, responsiveness, and professionalism.
• Ability to independently resolve routine patient and scheduling issues using established standards and workflows.
• Ability to recognize when issues are complex and require escalation to appropriate personnel.
• Willingness and ability to support onboarding of new team members by modeling workflows and best practices.

Additional Skills & Qualifications

• Patient registration experience.
• Healthcare patient scheduling experience.
• Prior EMR experience beyond basic training.
• Experience working in a call center or high-volume phone environment.
• Comfort using collaboration tools such as Microsoft Teams for real-time communication.
• Strong organizational skills and attention to detail when documenting encounters and messages.
• Ability to build rapport with patients and families while maintaining appropriate boundaries.
• Interest in continuous learning and adapting to new technologies and workflows.

Work Environment

This is an on-site role supporting a health system in Seattle, WA. The position provides leave coverage for approximately 18 weeks and follows a Monday through Friday schedule from 08:15 to 17:00, including a 45-minute lunch break, with no weekends, holidays, or on-call requirements. The work involves a fast-paced call center environment using the Genesys phone system, Epic electronic medical record, Microsoft Teams, and standard office software and equipment such as printers, scanners, copiers, and fax machines. Caregivers rotate into the office three times per month on assigned days as scheduled in Schedule Anywhere, with make-up days arranged if an in-office day is missed. The setting emphasizes teamwork, clear communication, adaptability to changing priorities, and a strong focus on delivering a positive and professional patient experience.

Job Type & Location

This is a Contract position based out of Seattle, WA.

Pay and Benefits

The pay range for this position is $20.00 - $21.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Application Deadline

This position is anticipated to close on Oct 20, 2026.

Workplace Type

This is a fully onsite position in Seattle,WA.

About Actalent

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The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on click.appcast.io for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.