Patient Access Coordinator

Patient Access Coordinator

The Patient Access Coordinator is an essential member of the infusion clinic team and serves as one of the first points of contact for patients and visitors. This position is responsible for providing a welcoming, professional, and efficient patient experience while supporting the daily operations of the infusion clinic.

The Patient Access Coordinator manages front-desk activities, including answering phones, scheduling appointments, checking patients in and out, collecting payments, discussing out-of-pocket responsibilities, and assisting with patient flow. This position also helps maintain a clean, organized, and presentable clinic environment and ensures supplies and patient-care areas are appropriately stocked.

The ideal candidate is organized, dependable, detail-oriented, professional, and comfortable working in a fast-paced clinical environment while providing excellent customer service.

Essential Duties and Responsibilities

Patient Reception & Customer Service:

• Greet patients and visitors promptly and professionally.
• Orient new patients to the infusion clinic, including explaining the check-in process, clinic layout, expectations, and general procedures.
• Answer patient questions within the scope of the position and appropriately direct clinical questions to nursing or provider staff.
• Maintain patient confidentiality and follow HIPAA and clinic privacy requirements.
• Assist patients with general non-clinical needs and concerns.

Telephone & Communication:

• Answer incoming phone calls promptly and professionally.
• Assist callers with scheduling, appointment questions, directions, general clinic information, and other non-clinical needs.
• Route clinical questions and provider-related concerns to the appropriate member of the care team.
• Communicate professionally with patients, providers, caregivers, vendors, and other members of the healthcare team.
• Document patient communications and scheduling-related information appropriately in the designated system.

Scheduling & Appointment Management:

• Schedule and confirm infusion appointments accurately according to provider orders, treatment plans, clinic guidelines, and established scheduling parameters.
• Assist with cancellations, rescheduling, and appointment changes.
• Monitor patient orders for upcoming expiration dates and proactively notify the appropriate provider's office when updated or renewed orders are needed.
• Follow up with provider offices regarding expiring orders and document communications and follow-up efforts appropriately.

Financial & Payment Responsibilities:

• Review and discuss applicable out-of-pocket (OOP) costs with patients within the scope of the position.
• Follow clinic procedures for payment collection and financial documentation.
• Direct detailed billing or financial questions to the appropriate department when necessary.
• Maintain confidentiality when handling patient financial information.

Clinic Appearance, Supplies & Organization:

• Assist with maintaining an organized, clean, and functional clinic environment.
• Put away incoming supplies and ensure items are stored in their designated locations.
• Complete assigned opening, closing, and daily clinic-maintenance responsibilities.
• Help ensure the clinic is ready for patients at the beginning of the day and properly secured and organized at the end of the day.

Administrative & Operational Support:

• Maintain accurate information in the clinic's electronic systems.
• Assist with scanning, uploading, filing, and organizing patient-related documents as assigned.
• Follow established clinic policies, procedures, workflows, and safety requirements.
• Assist other members of the clinic team with non-clinical tasks when appropriate.
• Identify workflow concerns and communicate opportunities for improvement to leadership.
• Perform other duties as assigned to support the overall operation of the infusion clinic.

Patient Experience Expectations:

• The Patient Access Coordinator is expected to consistently demonstrate professionalism and a positive attitude.
• Compassion and empathy when interacting with patients and caregivers.
• Clear, respectful, and effective communication.
• Strong attention to detail and accuracy.
• Reliability and accountability.
• A willingness to assist team members and contribute to a positive work environment.
• The ability to remain calm and professional during busy periods or difficult patient interactions.
• Respect for patient privacy and confidentiality.
• A commitment to providing an excellent patient experience.

Qualifications:

• Required: High school diploma or equivalent.
• Previous experience in a healthcare, medical office, infusion, specialty pharmacy, or customer-service environment preferred.
• Strong organizational and time-management skills.
• Excellent verbal and written communication skills.
• Ability to work effectively in a fast-paced clinical environment.
• Strong attention to detail and accuracy.
• Basic computer proficiency and ability to learn electronic medical record and scheduling systems.
• Ability to handle confidential patient and financial information appropriately.

Preferred:

• Previous experience in an infusion clinic or specialty medical practice.
• Experience collecting patient payments and discussing financial responsibilities.
• Familiarity with medical terminology and healthcare workflows.

Physical & Work Environment Requirements:

• Ability to assist with moving and organizing supplies.
• Ability to work in a busy clinical environment with frequent patient and staff interaction.
• Ability to maintain professionalism and focus during periods of high patient volume.