Clinic Services Liaison

Midwest Spine & Brain Institute, LLC is looking for a dedicated Clinic Services Liasion to be the welcoming face and voice of our team.

You will serve as the crucial first point of contact for our patients. You will play a key role in our daily clinic processes by managing the front desk, clinical coordination support, and ensuring smooth daily clinic operations.

Summary/objective

• The Specialty Clinic Patient Services Coordinator provides comprehensive front-desk, scheduling, and clinical coordination support in a specialty surgical clinic environment.
• This dual-role position requires flexibility to perform both front office and clinical support functions based on daily operational needs.
• This role serves as a primary liaison between patients, providers, and clinical staff to ensure an efficient clinic flow, high-quality patient experience, and accurate administrative and clinical support.
• The position requires frequent telephone and face-to-face patient interaction, strong attention to detail, professionalism, and the ability to work collaboratively across departments.

Essential functions

Professional Expectations

• Maintain a professional, welcoming clinic environment at all times.
• Demonstrate compassionate, courteous, and proactive interactions with patients and visitors.
• Adhere to professional dress standards and workplace policies.
• Willingness to travel to and provide coverage at different clinic locations based on operational needs.
• Maintain confidentiality and comply with HIPAA and organizational policies.
• Perform complete, accurate, and timely work with strong attention to detail.
• Respond to emergency calls according to established procedures.
• Answer questions regarding patient appointments and general clinic information.
• Performs other duties as assigned.
• Communicate in a HIPAA compliant manner for all phone and voicemail interactions.

Patient Access & Customer Service

• Greet patients promptly upon arrival and provide courteous departure interactions.
• Answer incoming calls professionally within established standards and route appropriately using call-handling guidelines.
• Respond to patient inquiries regarding appointments, clinic services, and general information.
• Return calls and messages within established timeframes.
• Communicate with patients in a calm, professional manner, including during stressful situations.
• Notify patients of provider delays and offer rescheduling options as appropriate.

Scheduling & Administrative Support

• Schedule, reschedule, and cancel patient appointments accurately and efficiently.
• Enter and verify patient demographic and insurance information in the electronic health record (EHR).
• Initiate new patient documentation and ensure required forms and electronic signatures are obtained.
• Run appointment reminder systems and process confirmations, cancellations, and reschedules.
• Notify staff of schedule changes, add-ons, and cancellations in a timely manner.
• Monitor and respond to online patient inquiries and chat requests.
• Prepare clinics in advance by organizing schedules, patient information, and required documentation.

Clinical Coordination

• Support efficient clinic flow at all office locations.
• Assist with patient rooming and gathering pertinent patient information as needed.
• Stock exam rooms and maintain clinic supplies before and after clinic sessions.
• Enter orders, referrals, and documentation per provider protocols and clinic guidelines.
• Assist providers during patient visits as requested, within scope of training and licensure.
• Understand interdepartmental workflows to support smooth patient care delivery.

Team Collaboration & Compliance

• Serve as a liaison between patients, providers, and clinical support teams.
• Work collaboratively with all members of the clinic team.
• Assist with compliance requirements related to regulatory agencies (OSHA, Department of Health, etc.).
• Participate in process improvement initiatives, protocol development, and workflow optimization.
• Perform other duties as assigned.

Competencies/Qualifications/Abilities/Work Styles

Knowledge & Skills

• Knowledge of HIPAA and healthcare privacy regulations.
• Strong customer service and communication skills.
• Ability to multitask and prioritize in a fast-paced clinical environment.
• Strong attention to detail and organizational skills.
• Ability to remain calm and professional in stressful situations.
• Proficiency with EHR systems (EPIC experience preferred).

Work Style

• Integrity and ethical behavior.
• Dependability and accountability.
• Adaptability and flexibility.
• Cooperation and teamwork.
• Social orientation and concern for others.
• Stress tolerance and self-control.

Work Environment

• Medical clinic setting.
• Requires regular attendance and punctuality.
• Requires interaction with patients, providers, and multidisciplinary teams.
• Ability to travel between clinic locations as needed.

Physical Demands

• Prolonged periods of sitting, standing, and walking.
• Occasional lifting and carrying of supplies (up to 20-30 pounds).
• Manual dexterity sufficient to operate office and clinical equipment.

Required Education & Experience

• High school diploma or GED required.

• One of the following preferred based on role scope:

• Medical Assistant, LPN, EMT, or related clinical certification or

• 2+ years of experience in specialty clinic scheduling, patient access, or healthcare customer service.

• EPIC experience preferred.

• Current BLS CPR certification required before starting position.

Affirmative Action/EEO statement

Midwest Spine & Brain Institute (MSBI) is an equal employment and affirmative action employer. MSBI does not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, genetic information, marital status, veteran status, sexual orientation, gender identity, creed, status with respect to public assistance, or other protected class status.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.