Patient Access and Recovery Coordinator

Patient Access & Recovery Coordinator

Job Title – Patient Access & Recovery Coordinator

Reports to: Director of Decision Support

MISSION

The Patient Access & Recovery Coordinator ensures patients successfully navigate the journey from scheduling to treatment completion by removing barriers to care, maintaining procedural readiness, and re-engaging

patients who delay or cancel treatment. This role serves as the central point of coordination between patients, providers, finance teams, and support staff to improve access, enhance the patient experience, and maximize

treatment completion.

OUTCOMES

• Patient Access & Procedure Readiness

• Monitor the scheduling pipeline to ensure patients remain on track for scheduled procedures and services.
• Verify insurance benefits, authorizations, and pre-certifications are obtained prior to service.
• Ensure all pre-service requirements, documentation, testing, and consents are completed and received in a timely manner.
• Identify and proactively resolve issues that may delay treatment or create barriers to care.

• Patient Engagement & Care Coordination

• Increase patient engagement through timely communication, education, and support throughout the care journey.
• Serve as a liaison between patients, providers, finance teams, and operational staff to facilitate seamless coordination of care.
• Educate patients on treatment expectations, preparation requirements, financial responsibilities, and next steps.
• Deliver a high-touch patient experience that promotes confidence, trust, and treatment adherence.
• Ensure optimal resource utilization and timely patient access to care by proactively monitoring resource schedules, identifying gaps and scheduling opportunities, and facilitating earlier appointments whenever possible.

• Patient Recovery & Retention

• Contact patients who cancel appointments or procedures to understand concerns and facilitate rescheduling.
• Re-engage patients who postpone or defer recommended treatment.
• Address barriers to care, including financial concerns, scheduling challenges, unanswered clinical questions, and other obstacles impacting treatment completion.
• Collaborate with providers and support teams to develop solutions that help patients move forward with recommended care.
• Maintain a patient recovery work queue focused on high-impact treatment opportunities.

COMPETENCIES

• Patient advocacy and relationship building
• Care coordination and scheduling management
• Problem solving and barrier resolution
• Effective communication and patient education
• Attention to detail and follow-through
• Collaboration across clinical, financial, and operational teams

Advanced Values:

1. People

• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives

2. Heart

• Patient Focus: Building strong patient relationships and delivering patient centric solutions

3. Service

• Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity

4. Excellence

• Cultivates Innovation: Creating new and better ways for the organization to be successful

Behaviors:

1. Being Resilient:

• Rebounding from setback and adversity when facing difficult situations

2. Self-Development:

• Actively seeking new ways to grow and be challenged using both formal and informal development challenges

3. Optimizes Work Processes:

• Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement

4. Professional Communication:

• Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences, while maintaining a professional appearance and tone

QUALIFICATIONS

Basic Qualifications:

• Strong customer service and patient communication skills.

• Ability to manage multiple priorities and maintain attention to detail in a fast-paced environment.

• Proficiency with electronic health records (EHR), practice management systems, Microsoft Office, and standard business software.

• Demonstrated ability to maintain confidentiality and comply with HIPAA requirements.

• Excellent verbal and written communication skills.

• Strong problem-solving and critical-thinking abilities.

Ideal Candidate Profile

• Patient advocate who genuinely cares about helping patients receive needed care.

• Strong sense of ownership and accountability for outcomes.

• Comfortable making outbound calls and engaging patients in meaningful conversations.

• Solution-oriented with the ability to overcome barriers and resolve issues proactively.

• Highly organized with exceptional follow-through.

• Professional, empathetic, and resilient when handling difficult conversations.

• Collaborative team player who builds strong relationships across departments.

Advanced Urology | High Impact Therapy Team

High Impact Therapy Team (HITT)

Team Framework, Bonus Structure, and Accountability Plan

Mission

The High Impact Therapy Team (HITT) is dedicated to ensuring every patient successfully progresses through their treatment journey through the efforts of a unified, high-performing team.

As a specialized, high-impact team, HITT plays a critical role in both the patient experience and the organization’s success. Team members are held to high standards of performance, professionalism,

collaboration, and accountability while delivering meaningful value to our patients and the organization.

Team Expectations

• Team-first mentality: Prioritize collective success over individual achievement.

• Cross-training and support: Embrace cross-training and willingly assist teammates to maintain seamless patient care and operational continuity.

• Shared accountability: Take ownership of both individual performance and overall team outcomes.

• Continuous improvement: Identify opportunities to improve processes, efficiency, and the patient experience.

Team Bonus Structure

The HITT bonus program is designed as a team incentive that rewards collective performance rather than individual competition. Success is measured by the team’s ability to achieve key operational metrics

across each service line.

Although the monthly bonus is based on team results, each team member’s individual contribution will be reviewed through monthly one-on-one KPI discussions. This approach promotes collaboration while

preserving clear individual accountability.

Note: Bonus targets are intended to be challenging but achievable and will evolve as the team’s performance matures.

Team Bonus Metrics

Service Line                                                                              Team Metric

CT                                                                                               Resource Utilization

PET                                                                                             Resource Utilization

IR                                                                                                 Resource Utilization

ASC                                                                                             Check-Out Rate

Advanced Urology | High Impact Therapy Team

Individual Team Contribution and Accountability Plan

To establish clear expectations for each team member’s contribution, individual performance will be reviewed monthly using the KPIs below. These measures provide transparency, support coaching and development, and help ensure that every team member contributes meaningfully to the team’s success.

Individual Performance Metrics

Metric                                                                                               Definition

Recovery Rate                                                                                  Percentage of canceled appointments successfully rescheduled for treatment or follow-up.

Outbound Calls                                                                                 Total number of outbound calls placed to patients.

Inbound Calls                                                                                    Total number of inbound calls received from patients.

Talk Time                                                                                           Total time spent speaking with patients.

Created Encounters                                                                           Number of patient encounters created.

Encounters Touched                                                                          Number of encounters in which the team member documented activity in General Notes or Telephone Encounters.

Check-Out Rate                                                                                 Individual service line check-out completion rate.

Accountability Process

• Monthly one-on-one meetings will be used to review individual KPIs and overall performance.

• Coaching and development plans will be implemented when performance falls below expectations.

• Consistent achievement of KPIs and active participation in team success are expected from every member.

• Accountability will be applied consistently so that individual performance gaps do not undermine team results.

This framework reinforces HITT’s commitment to teamwork, accountability, operational excellence, and an exceptional experience for every patient.