Patient Services Coordinator - Full Time - Contact Center

Patient Services Coordinator – Full Time – Contact Center

Summary
Serve as Barton’s first point of contact for a variety of healthcare services. Schedule new and returning patient appointments across a range of care areas, support clinical scheduling requests, verify insurance plans or self‑pay status, and obtain necessary authorizations. Provide high‑level customer service for medical refills, results, and clinical care questions. Participate in health maintenance outreach, billing assistance, payment collection, delinquency review, and follow department policies to resolve accounts.

Hybrid/Remote
8‑hour shifts, 5 days a week.

Responsibilities

• Schedule medical appointments according to practice guidelines and pre‑register patients to ensure accuracy.
• Obtain authorizations for services, verify insurance benefits, and create good‑faith estimates.
• Complete patient registration work queues and inboxes promptly.
• Accurately document patient communication and route calls to the appropriate area as necessary.
• Prepare clinic schedules and paperwork for the next business day.
• Provide routine information to insurance companies.
• Review accounts for guarantor credits, delinquency, and communicate with patients via telephone, statement, and letter.
• Screen patients for financial assistance, coordinating applicants for government or hospital assistance.
• Perform patient account adjustments, such as small balance, bad debt, and collection, as approved by leadership.
• Accept and collect current and outstanding patient amounts due and balance the electronic cash drawer daily, ensuring accurate posting.
• Communicate problems as they arise through proper channels.
• Ensure availability of treatment information by filing and retrieving patient records.
• Perform follow‑up on returned mail and interoffice correspondence, prioritizing agent correspondence and time‑dated materials.
• Respond to the needs of the department by performing other duties as necessary.

Qualifications

• High School diploma or GED strongly preferred.
• Minimum of two years of customer service experience dealing with patients, staff, and volunteers from diverse educational, economic, and cultural backgrounds.
• Previous experience in the healthcare industry preferred.
• Prior experience with EPIC preferred.
• Basic insurance and medical terminology knowledge preferred.

Knowledge, Skills, Abilities

• Strong computer skills, including Microsoft Office, Google, and WebEx.
• Exceptional verbal, reading, and writing skills; ability to multitask and stay organized.
• Ability to work independently and as part of a team, effectively manage and prioritize conflicting demands, and meet strict deadlines.
• Critical thinking and analytical skills; work with minimal supervision.
• Maintain composure in a stressful high‑call‑volume environment.
• Work with diverse populations under difficult and stressful situations.
• Knowledge of HIPAA and state regulations for privacy and confidentiality of medical records.
• Knowledge of federal and state‑funded health coverage preferred.
• English proficiency; bilingual ability preferred.

Certifications/Licensure

• N/A

Physical Demands
Frequently required to walk, stand, sit, and talk or hear; occasionally required to use hands to operate objects and reach with hands and arms; occasionally required to climb or balance, stoop, kneel, crouch, or crawl; lift and move up to 25 pounds.

Working Conditions
Normal office environment; occasional travel to various health system locations.

Essential Functions

• Provide consistently exceptional care and customer service by answering calls, routing callers, and handling routine questions, including patient billing and returns.
• Schedules medical appointments and verifies insurance benefits.
• Obtains authorizations and creates good‑faith estimates.
• Completes patient registration and inboxes promptly.
• Documents patient communication accurately.
• Prepares clinic schedules and paperwork for the next business day.
• Provides routine information to insurance companies.
• Reviews accounts for credits and delinquency and communicates with patients by phone, statement, and letter.
• Screen finances assistance and coordinate with government or hospital assistance.
• Performs patient account adjustments and collects payments.
• Communicates problems through proper channels.
• Ensures availability of treatment information by filing and retrieving records.
• Performs follow‑up on returned mail and interoffice correspondence, prioritizing agent correspondence and time‑dated materials.
• Responds to departmental needs by performing other duties as necessary.

Seniority Level
Entry level

Employment Type
Full‑time

Job Function
Health Care Provider

Industry
Hospitals and Health Care