Patient Services Coordinator
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JOB SUMMARY
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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.
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ESSENTIAL FUNCTIONS
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LEADERSHIP & OPERATIONAL OVERSIGHT (50-75%)
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Provide direct support to management by overseeing daily operations, ensuring staffing coverage, and maintaining schedule integrity across assigned areas.
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Monitor compliance with federal, state, and local regulations (e.g., TJC, DOH, HIPAA) and ensure team adherence to organizational policies.
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Develop and manage master staffing schedules, assess PTO requests, and coordinate coverage for call-outs to maintain uninterrupted service.
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Generate and analyze performance reports to coach staff, identify trends, and support performance evaluations.
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Serve as the communication conduit between PSRs and management, ensuring timely dissemination of updates and escalation of concerns.
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Collaborate with leadership to implement and refine practice policies, participate in audits, and lead process improvement initiatives.
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Support conflict resolution and service recovery efforts, handling escalated patient concerns with professionalism and empathy.
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Participate in recruitment, interviewing, onboarding, and training of new team members to build a high-performing workforce.
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PATIENT SERVICES REPRESENTATIVE DUTIES (25-50%)
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Deliver exceptional front-line service by anticipating patient needs and managing service recovery when necessary.
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Handle inbound communications efficiently, including phone calls, voicemails, and messages, ensuring accurate documentation and timely routing.
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Schedule appointments in accordance with protocols, verify visit reasons, and manage cancellations/rescheduling with clear communication.
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Perform check-in/check-out procedures, including copay collection, insurance verification, and documentation of patient interactions in the EMR.
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Communicate patient flow and wait times proactively to patients and management.
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Obtain and validate insurance authorizations and referrals, ensuring compliance with payer requirements.
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Maintain current knowledge of insurance plans, eligibility criteria, and billing procedures to support accurate financial transactions.
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Investigate and resolve billing denials, ensuring proper documentation and encounter correction.
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Ensure accurate demographic and insurance data entry for new and existing patients.
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Reconcile daily receipts and participate in financial reporting and copay reconciliation.
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Resolve front-end report issues and maintain supply inventory to support operational needs.
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QUALIFICATIONS:
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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.
PI762057520fba-37437-40559261
