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This role supports the daily operations of a busy outpatient practice by serving as a primary point of contact for patients, providers, and external partners. The coordinator manages a high volume of calls, schedules and adjusts appointments, maintains accurate patient records, and ensures smooth communication across the care team. This position requires strong attention to detail, comfort with multitasking, and a commitment to delivering a positive patient experience.
Primary Duties
Patient Interaction & Front Desk Support
- Welcome patients in a courteous and professional manner, ensuring they feel supported from check‑in to check‑out.
- Provide patients with required forms, documentation, and instructions.
- Communicate delays or schedule changes to patients and help maintain efficient patient flow throughout the day.
- Address patient concerns promptly and escalate complaints to leadership when appropriate.
Telephone & Message Management
- Handle incoming calls, routing them appropriately and documenting messages related to symptoms, medication requests, test results, referrals, and other clinical or administrative needs.
- Review and address message queues with providers on a routine basis.
- Maintain a calm, helpful demeanor when assisting patients who have questions or difficulties.
Scheduling & Coordination
- Schedule, modify, and track appointments using the practice’s electronic systems.
- Monitor arrival, pending, and reminder lists to ensure appointment slots are fully utilized.
- Coordinate provider calendars, including adjustments for meetings, procedures, or external commitments.
- Facilitate internal and external referrals, ensuring required authorizations are obtained and documented.
- Arrange hospital admissions and secure same‑day or urgent medical records when needed.
Insurance, Billing & Documentation
- Verify insurance eligibility and update demographic and coverage information at every patient interaction.
- Enter accurate insurance details and codes to support billing processes.
- Inform patients of their responsibilities regarding referrals, prior authorizations, and coverage requirements.
- Collect co‑payments, post payments, and reconcile batches at the end of each session.
- Direct patients to the billing department for complex insurance or payment issues.
- Ensure motor vehicle accident and workers’ compensation forms are completed correctly.
Administrative & Operational Support
- Maintain organized provider correspondence and manage incoming mail, ensuring documents are labeled and routed correctly.
- Assist with the upkeep of office equipment such as printers, fax machines, and copiers, and report any system or equipment issues promptly.
- Support colleagues across roles when workload demands.
- Participate in onboarding and training of new staff members.
- Uphold a respectful, culturally sensitive environment for patients, families, and coworkers.
Requirements
Qualifications
- High school diploma or equivalent required.
- Strong customer service orientation with the ability to remain pleasant and helpful, even in challenging situations.
- Proficiency with computers, accurate typing, and strong spelling skills.
- Education in medical office administration preferred.
- Experience with patient accounts or third‑party billing is a plus.
- Knowledge of medical terminology and professional telephone etiquette preferred.
- Familiarity with Meditech or similar electronic medical record systems is beneficial.
Physical Requirements
- Role involves extended periods of sitting while managing calls, computer tasks, and patient interactions.
- Must be able to bend, twist, and lift items up to 5 lbs, and walk between provider stations and clinic areas as needed throughout the day.
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