Patient Access Coordinator

Patient Access Coordinator

The Patient Access Coordinator serves as the first point of contact for patients seeking addiction medicine and behavioral health services. This position is responsible for delivering exceptional customer service while ensuring efficient patient access through appointment scheduling, registration, insurance verification, front-office operations, and administrative support. The Patient Access Coordinator plays a critical role in creating a welcoming, patient-centered experience while supporting providers through accurate scheduling, efficient patient flow, and timely completion of administrative processes. This position does not provide clinical services or case management but collaborates closely with clinical and administrative staff to ensure continuity of care.

Responsibilities

Patient Access & Registration

• Welcome patients, visitors, and community partners in a courteous and professional manner.
• Complete patient registration, demographic updates, and insurance verification.
• Obtain required intake paperwork, consent forms, and releases of information.
• Verify insurance eligibility and notify patients of required documentation prior to appointments.
• Collect co-payments and outstanding balances in accordance with organizational policies.

Scheduling & Patient Flow

• Schedule, reschedule, and confirm appointments for psychiatry, medication-assisted treatment (MAT), therapy, intensive outpatient services (IOP), nursing visits, and case management.
• Coordinate provider schedules to maximize patient access and clinic efficiency.
• Monitor same-day cancellations and fill open appointment slots when appropriate.
• Assist with patient check-in and check-out.
• Ensure patients are directed to the appropriate provider or service.
• Maintain efficient patient flow throughout the clinic day.

Communication

• Answer incoming telephone calls and direct inquiries appropriately.
• Respond to routine patient questions regarding appointments, clinic hours, and available services.
• Monitor clinic voicemail and electronic scheduling requests.
• Conduct appointment reminder calls, no-show outreach, and scheduling follow-up.
• Notify patients of provider schedule changes or clinic updates.

Administrative Support

• Scan and upload documents into the electronic health record (EHR).
• Process incoming referrals and route them to the appropriate clinical staff.
• Process requests for medical records in accordance with HIPAA regulations.
• Maintain accurate electronic and paper records as required.
• Prepare daily provider schedules and assist with appointment reconciliation.
• Assist with administrative reporting and data collection as requested.

Insurance & Revenue Cycle Support

• Verify insurance eligibility and benefits.
• Obtain and document referral authorizations when applicable.
• Assist with prior authorization workflows by gathering required administrative documentation.
• Ensure demographic and insurance information remains accurate within the EHR.
• Identify registration issues that may delay billing and resolve them promptly.

Clinic Operations

• Maintain a clean, organized, and professional reception area.
• Monitor office and patient education supplies and communicate inventory needs.
• Support quality improvement initiatives related to patient access and customer service.
• Participate in staff meetings, training, and workflow improvement activities.
• Assist with administrative preparation for audits and regulatory reviews.

Qualifications

• High school diploma or equivalent required; Associate's degree preferred.
• Minimum of two years of experience in a healthcare or behavioral health office preferred.
• Experience with electronic health records (EHR) and medical scheduling systems.
• Knowledge of insurance verification and patient registration processes.
• Excellent customer service and interpersonal skills.
• Strong organizational skills with the ability to multitask in a fast-paced environment.
• Bilingual (English/Spanish) preferred.

Knowledge, Skills & Abilities

• Exceptional customer service skills.
• Excellent verbal and written communication.
• Strong organizational and time-management abilities.
• High attention to detail and accuracy.
• Ability to manage multiple priorities while maintaining professionalism.
• Working knowledge of HIPAA and patient confidentiality requirements.
• Proficiency with Microsoft Office and electronic health record systems.

Performance Expectations

• Maintain high patient satisfaction and professionalism.
• Ensure registration and scheduling accuracy.
• Support timely patient access to behavioral health and addiction medicine services.
• Maintain confidentiality and regulatory compliance.
• Contribute positively to a collaborative, team-oriented work environment.
• Demonstrate reliability, flexibility, and accountability in meeting clinic operational needs.

Physical Requirements

• Ability to sit, stand, walk, and use standard office equipment for extended periods.
• Ability to lift up to 20 pounds occasionally.

To be noted in the summary about the CJMC:

Clinic hours are Monday through Friday, 8:00 a.m. to 8:00 p.m., and Saturday, 8:00 a.m. to 1:00 p.m. Scheduling may include evenings and Saturdays based on operational needs.