Pre-Arrival Coordinator

Pre-Arrival Coordinator

The Pre-Arrival Coordinator plays a key role in ensuring a smooth and positive experience for every patient prior to their visit. This position will focus primarily on preparing patients for upcoming appointments by confirming patient information, verifying insurance, obtaining prior authorizations, and providing clear communication about costs and expectations before the day of service. This role supports our Dermatology services as we continue to grow. The Pre-Arrival Coordinator serves as a bridge between our patients, clinical teams, and billing department to ensure every visit begins with confidence and clarity.

Essential Functions

• Contact scheduled patients prior to their appointment to confirm or update demographic and insurance information.
• Verify eligibility, benefits, and coverage using payer portals and online verification systems.
• Obtain required prior authorizations from third-party payers for medical and surgical services, ensuring approvals are received before the patient's visit.
• Coordinate with clinical and scheduling teams to resolve missing or incomplete authorization information.
• Communicate with patients about their estimated out-of-pocket costs and financial responsibility prior to service.
• Provide basic financial counseling when needed explaining coverage limits, denied authorizations, and payment plan options.
• Attempt to collect any expected patient cost-sharing amounts (e.g., co-pays, deductibles) before the day of service.
• Document all payer communications, pre-service conversations, and collection efforts accurately in the patient record.
• Collaborate closely with Front Office, Billing, and Clinical teams to ensure seamless coordination and a high-quality patient experience.
• Maintain confidentiality of all patient and financial information in accordance with HIPAA regulations.
• Perform other administrative duties as assigned to support front office and billing operations.
• Other duties as assigned.

Required Skills and Qualifications

• Required: High school diploma or equivalent
• Preferred: Coursework in medical terminology, billing, or healthcare administration
• Required: 6+ months of customer service or administrative experience
• Preferred: 12 years of experience in a healthcare setting, with knowledge of insurance verification, patient registration, or prior authorizations
• Strong communication and customer service skills
• Attention to detail and accuracy in documentation
• Ability to multitask and manage multiple priorities in a fast-paced environment
• Proficiency in electronic health records (EHR) systems and Microsoft Office
• Team-oriented with a focus on patient satisfaction

Schedule & Work Environment

This position is full-time, on-site at our Grand Rapids location. Typical schedule is Monday through Friday.

Benefits

• Medical, dental, and vision insurance options
• Flexible paid time off and paid holidays
• 401(k)
• Life and disability insurance
• Employee cosmetic service benefits
• Uniform allowance