Patient Services Coordinator

Patient Services Coordinator

The Patient Services Coordinator serves as a key operational leader within the patient access team, supporting management in driving daily performance, ensuring efficient workflows, and fostering a culture of excellence in patient service. This role is instrumental in maintaining high standards of care delivery, financial performance, and team development. The PSC acts as a liaison between Patient Services Representatives (PSRs) and leadership, stepping in to lead and resolve issues in the absence of a supervisor or manager.

Leadership & Operational Oversight (50-75%)

• Provide direct support to management by overseeing daily operations, ensuring staffing coverage, and maintaining schedule integrity across assigned areas.
• Monitor compliance with federal, state, and local regulations (e.g., TJC, DOH, HIPAA) and ensure team adherence to organizational policies.
• Develop and manage master staffing schedules, assess PTO requests, and coordinate coverage for call-outs to maintain uninterrupted service.
• Generate and analyze performance reports to coach staff, identify trends, and support performance evaluations.
• Serve as the communication conduit between PSRs and management, ensuring timely dissemination of updates and escalation of concerns.
• Collaborate with leadership to implement and refine practice policies, participate in audits, and lead process improvement initiatives.
• Support conflict resolution and service recovery efforts, handling escalated patient concerns with professionalism and empathy.
• Participate in recruitment, interviewing, onboarding, and training of new team members to build a high-performing workforce.

Patient Services Representative Duties (25-50%)

• Deliver exceptional front-line service by anticipating patient needs and managing service recovery when necessary.
• Handle inbound communications efficiently, including phone calls, voicemails, and messages, ensuring accurate documentation and timely routing.
• Schedule appointments in accordance with protocols, verify visit reasons, and manage cancellations/rescheduling with clear communication.
• Perform check-in/check-out procedures, including copay collection, insurance verification, and documentation of patient interactions in the EMR.
• Communicate patient flow and wait times proactively to patients and management.
• Obtain and validate insurance authorizations and referrals, ensuring compliance with payer requirements.
• Maintain current knowledge of insurance plans, eligibility criteria, and billing procedures to support accurate financial transactions.
• Investigate and resolve billing denials, ensuring proper documentation and encounter correction.
• Ensure accurate demographic and insurance data entry for new and existing patients.
• Reconcile daily receipts and participate in financial reporting and copay reconciliation.
• Resolve front-end report issues and maintain supply inventory to support operational needs.

Qualifications:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Education
• High School Diploma required
• Associate's Degree preferred
• Work Experience
• 5+ years of Medical Office experience required.
• Advanced degree (Associate's, Bachelor's, Master's) may be considered in lieu of experience.
• Licenses / Certifications
• Must successfully complete/pass EMR training/tests