PATIENT SERVICES COORDINATOR

Job Description

Job Description

Description:

Shape Your Future. Serve Your Community. Build Your Career with Palms!

What Life Working at Palms Looks Like:

Mission and Meaningful Work: PMG is a not for profit, Federally Qualified Health Center (FQHC). That means it’s focused on serving underserved populations, offering affordable primary care and preventative services. For many people, that makes the work feel meaningful.

Stability & Growth: PMG has been around for a long time (since 1971) and we are still expanding!

Comprehensive Services & Variety: We offer a wide array of services – family medicine, pediatrics, dental, behavioral health, prenatal care, etc. – So working here gives exposure to different patient populations, conditions and settings.

Patient-Centered, Community Focus: PMG emphasizes accessible care (same day scheduling, weekend appointments, bilingual staff) and works in communities throughout North Florida. It is also a Patient Centered Medical Home (PCMH), meaning there’s an emphasis on continuity of care, relationships with patients, etc.

Culture & Community: Many reviews say that PMG has a “friendly, compassionate, professional” environment. There is pride among the staff in giving back to the community.

Perks:

Competitive Wages

Comprehensive Health Coverage: Medical, Dental and Vision Insurance

Professional Development Opportunities

Employee Assistance Programs

Company Paid Life Insurance

401k with 5% Match

11 Paid Holidays

20 Days PTO

Recognition and Rewards

Community Impact

Position Summary

The Patient Services Coordinator serves as the primary contact for patients and other customers when scheduling an appointment, contacting their provider or care team, or obtaining information about Palms Medical Group. This role is responsible for overseeing the daily operations of Patient Services Center, ensuring compliance, and supervising the performance of Patient Services Representatives.

Description of Primary Responsibilities

Responsible for the Operations of the Patient Services Center:

a) Oversee and coordinates daily operations of the Patient Services Center.

b) Establish team priorities to ensure timely task completion.

c) Coordinates with other supervisors to align workflows.

d) Develop and implement short-term operational plans.

e) Monitor call volume using Queue Metrics and allocate staff accordingly.

f) Identify and resolve operational issues using established protocols and sound judgement.

Schedule appointments for patients:

a) Answer incoming calls promptly and professionally.

b) Accurately input patient demographic data into the PMG electronic health record

c) Schedule appointments according to Palms Medical Group guidelines.

d) Inform patients of required documentation for appointments

e) Provide courteous, patient-centered service to all callers.

f) Assign staff to monitor and respond to voicemails for designated offices.

Act as a liaison for the patients:

a) Route calls to appropriate departments as needed.

b) Exercise discretion and professionalism in all interactions

c) Escalate calls appropriately according to procedures.

d) Maintain accurate documentation of all communications.

e) Meet performance metrics and service standards.

Service patients:

a) Conduct outbound calls to reschedule appointments or provide additional information

b) Follow up on ER referrals and hospital discharges to schedule hospital follow up appointments.

c) Utilize quality portals to schedule follow up care.

d) Support special projects during periods of low volume.

Obtain and update Patient information during pre-visit workflow:

a) Update copay and insurance information in the EHR and check-in software.

b) Verify insurance eligibility through internal systems or external portals.

c) Prepare the electronic charts with updated patient data and documentation.

d) Communicate with patients prior to appointments as needed.

e) Flag necessary follow-up actions for front desk staff.

f) Maintain up to date knowledge insurance plans and billing practices.

Responsible for administrative oversight:

a) Adhere to all PMG policies, including Front Desk, HIPAA and the Clinical Policy Manual

b) Manage staff schedules, workflows, and documentation.

c) Review and submit employee timecards to Human Resources.

d) Approve leave requests in accordance with policy and staffing needs.

e) Participate in QA/QI and other meetings as directed.

f) Assist with audits, surveys and other administrative tasks as assigned.

g) Utilizes the Leadership Evaluation Manager (L.E.M.) to set and track quarterly goals, conduct monthly one-on-one meetings, and implement actional plans.

Requirements:

Description of Primary Attributes

General Development:

1) Must be organized, a self-starter and detailed oriented

2) Ability to work independently and as part of a team

3) Ability to multitask

4) Expected to train, mentor and coach call center staff

5) Expected to stay at clinic until the last patient leaves

6) Expected to travel and cover other sites during patient advocate absences

7) Assist in the training and mentoring of coworkers by sharing knowledge, providing guidance, and supporting skill development.

Professional & Technical Knowledge:

1) Employee will have a working knowledge of the following office equipment:

• Multiline Telephone
• Copier
• Computer
• Scanner
• Fax Machine
• Headset

2) Employee will be expected to navigate and operate Microsoft Office suite products, including Word, Excel and Teams

3) Expected to become proficient in navigating Nextgen, Luma, QueueMetrics and other systems required for the optimal performance of job duties

Education & Experience:

1) High School Diploma or Equivalent

2) Prefer prior customer service experience

3) Two (2) years experience in a supervisory role

Communications Skills:

1) Effectively communicates complex and/or technical information to co-workers, patients and/or vendors

Physical/Mental/Emotional Demands:

• Standing for long periods of time
• Sitting for long periods of time
• Viewing a computer monitor for long periods of time
• Bending
• Stretching / Reaching
• Walking short distances
• Lifting up to 50 pounds
• Operating office equipment (computer, fax machines, telephones and copy machines)
• Reading forms / Instructions / Patients Charts
• Communicating well to people of various ages, educational levels, cultural backgrounds in person or by telephone
• Exposure to potentially violent / irate patients
• Making decisions with little guidance
• Health / Safety Consideration of Position
• Exposure to chemical infectious / contagious illness
• Exposure to chemical and inhalation of antibiotics during reconstitution
• Exposure to X-Ray radiation
• Exposure to a variety of scents and odors
• Must utilize universal precaution in clinical or exposure situations as prescribed by federal state, and local guidelines and/or laws