Front Office Patient Care Coordinator

Job Description

Job Description

PATIENT CARE COORDINATOR – FRONT OFFICE

Our Front Office Patient Care Coordinators are the first point of contact for patients and play a critical role in creating a welcoming, organized, and efficient office experience. They are responsible for preparing provider schedules in advance, registering patients, checking patients in and out, collecting copayments and balances, and ensuring all required forms and documentation are completed and accurately entered into the electronic medical record.

This role serves as the operational hub of the clinic, coordinating closely with providers, medical assistants, and scheduling staff to ensure smooth patient flow. Front Office PCC's also manage a variety of administrative tasks, including inbound patient correspondence, fax sorting, referral tracking, and rescheduling clinics when providers' schedules change. Selected team members may be cross-trained in Call Center or Sleep Dispensing functions and may be assigned to support those areas as operational needs require.

Travel may be required to any Chicago ENT/Chicago Sleep Center or affiliated location.

This role will report to the Front Office Lead.

PRIMARY RESPONSIBILITIES

• Welcome patients and visitors in a courteous and professional manner.
• Register patients and verify demographic and insurance information for ENT, Sleep, Imaging, Cosmetic, Allergy, Audiology, Oral Appliance, and Post-Operative appointments.
• Collect copayments, outstanding balances, and any required patient documentation.
• Check patients in and out and ensure all follow-up appointments, testing, and referrals are scheduled before the patient leaves the office.
• Review provider schedules in advance to ensure accuracy and readiness for clinic, including:
  • Confirming demographic and insurance information is current.
  • Verifying insurance eligibility through the EMR.
  • Identifying HMO versus PPO plans and documenting information needed to support treatment planning.
  • Ensuring copayments are entered appropriately.
  • Adding guarantor information when required.
  • Documenting missing information or follow-up needs in the Billing Alert field.
  • Confirming referrals are on file for HMO patients and attempting retrieval from connected systems when available.
  • Sending reminders to patients when referrals are still needed.
  • Confirming the rendering provider matches the scheduled provider.
  • Marking completed schedule reviews according to department standards.
• Monitor and complete tasks assigned to Front Desk work queues in the EMR (also sometimes referred to as "jelly beans")
• Monitor and respond to inbound patient correspondence through the Infor email account.
• Ensure all required registration materials are completed, including:
  • Demographic forms
  • HIPAA acknowledgements
  • Patient rights and responsibilities
  • Clinical questionnaires
  • Information sheets and other materials as assigned
• Sort and route incoming faxes to the appropriate department or provider.
• Initiate clinic rescheduling when providers are unavailable or emergency cases require schedule adjustments.
• Coordinate with clinical staff regarding:
  • Late-arriving patients
  • Patient rooming delays
  • Patient questions requiring medical input
• Respond professionally to patient and provider inquiries via telephone, email, SMS, and EHR systems.
• Assist with group administrative tasks as assigned:
  • Reviewing and maintaining provider schedules for accuracy and completeness.
  • Monitoring assigned task queues and ensuring timely resolution.
  • Managing inbound patient emails and correspondence.
  • Tracking missing referrals, insurance information, and registration documents.
  • Supporting patient outreach related to scheduling, registration, and clinic changes.
  • Coordinating with providers and clinical teams to maintain efficient patient flow.
  • Participating in cross-training for Call Center and Sleep Dispensing functions.
  • Providing coverage in cross-trained roles at the direction of the Lead or Assistant Lead.
• Other duties as assigned.

REQUIRED QUALIFICATIONS

• High school diploma or equivalent required
• Ability to work within an EMR database and navigate through a Windows environment required
• Bilingual in English and Spanish (speaking, writing, and comprehension)
• Must be able to type a minimum of 30 words per minute with 90% or greater accuracy

PREFERRED QUALIFICATIONS

• 1-5 years of experience as a healthcare call center representative, patient access representative, patient service representative, medical scheduler, medical assistant, or medical receptionist
• Experience working in a Sleep or ENT Specialist Office

SUPERVISORY RESPONSIBILITY

This position has no supervisory responsibility.

CERTIFICATES, LICENSES, REGISTRATIONS

None.

ENT is an Equal Opportunity Employer. We offer competitive salaries and benefits, including medical/dental, life and disability coverage, generous vision benefits, a 401 (k) plan with a match, vacation time, and weekends and major holidays off.

All applicants should be aware that employment is contingent upon the successful completion of a background check and drug screening. Failure to provide accurate information or pass these requirements may result in withdrawal of the employment offer.