Patient Experience Coordinator

Full-time

Description

The Patient Experience Coordinator serves as a dedicated ambassador for physical therapy, playing a pivotal, patient-centered role in relationship management, schedule coordination, and information oversight. This role requires collaboration as it works closely with both the administrative and clinical teams to ensure optimal patient outcomes.

ESSENTIAL DUTIES

Administrative & Facility Duties

Maintains general cleanliness of office, waiting room, and clinic, and managing linen supply.

Greets and assists all patients and visitors in person and by phone with exemplary etiquette and proper grammar.

Responds to inquiries from patients, staff, insurance companies, etc. within 24 hours.

Handles faxes, mail, supply inventory and replenishment requests, and scans/attaches items to patient files.

Maintains patient confidentiality in all modes of communication in compliance with HIPAA.

Patient Check - In

Creates or updates patient records according to protocol including demographic information, reviewing intake paperwork, and scanning insurance cards, driver’s license, etc.

Reviews and explains Good Faith Estimate (GFE) or authorization forms with new patients, following guidelines, and obtaining a signature.

Collects copays while ensuring accurate accounting of all money collected throughout the day.

Notifies therapists when patients are running late or have been waiting a bit.

Sends electronic documentation requests prior to key appointments as necessary.

Schedule Management

Manages all aspects of scheduling following health insurance requirements, including managing the scheduling email, reviewing multiple times daily to fill cancellations, and manages waiting list.

Schedules follow-up appointments per insurance guidelines in a timely manner.

Notifies patients of scheduled times and any special instructions.

Makes Initial Evaluation reminder calls for the next business day.

Calls to follow up on any patients that were a No Show to their appointment for the day.

Enters Plan of Care (POC) approvals following guidelines and calls patients to schedule if needed.

Manages the eligibility tool to ensure that Progress Evaluations are scheduled appropriately.

Reviews all cases with no activity and follows up with all appropriate patients to schedule visits.

Referrals

Organizes referrals as received, creates new patient record or updates existing as needed, and calls patient to schedule following the referral workflow document and procedures.

Schedules initial evaluation and appointments following insurance guidelines and policy.

Fills out Good Faith Estimate (GFE) accurately and submits to the billing team in a timely manner.

Makes bi-weekly follow-up calls to referrals not yet scheduled.

Works with the Team Lead to build positive relationships with referral sources.

Miscellaneous

Balances the workload with team, rotating between these functions per clinic needs, and time spent in each area varies by clinic size and volume.

Maintains positive communication with patients, visitors, coworkers, and insurance companies.

Attends and participates in departmental and staff education meetings.

Calls for MRI/X-ray results as requested by clinicians.

Assist the Clinical Director with marketing and outreach activities.

Assists with special projects as required.

Performs other duties as assigned.

Requirements

Comfortable working in a fast-paced environment with frequent patient interactions

Strong organizational and multitasking abilities

Excellent verbal and written communication skills with the ability to work well independently and/or with the team

Proficiency in Microsoft Office Suite and electronic medical records (EMR) systems

Strong attention to detail and accuracy in data entry

Professional demeanor with a customer service-oriented mindset

Ability to sit, stand, and move around the clinic throughout the workday occasionally lifting office supplies, laundry, or clinic equipment (up to 25 lbs.)

EDUCATION & EXPERIENCE

High school diploma or GED required

Associate or bachelor’s degree in healthcare administration, business, or a related field preferred

1 year of experience in a healthcare, administrative, or customer service role

Experience working in a medical office, physical therapy clinic, or similar setting preferred

Familiarity with medical billing, insurance verification, and authorizations is a plus

Experience handling insurance verification, patient registration, and medical scheduling preferred

Knowledge of healthcare policies, insurance requirements and billing procedures preferred

Experience handling patient inquiries, resolving issues, and coordinating with clinicians