PATIENT SERVICES COORDINATOR

Position Summary

The Lead Patient Services Coordinator serves as a frontline leader responsible for overseeing patient access, front-office operations, and administrative support functions to ensure an exceptional patient experience and efficient clinic operations. This position acts as a resource and mentor for Patient Services Coordinators, guiding daily workflow, scheduling, registration, insurance verification, and patient communication processes.

In addition to operational oversight, the Lead Patient Services Coordinator provides critical administrative support through data collection, report preparation, workflow analysis, and quality improvement initiatives. The role partners closely with organizational leadership to monitor key performance indicators, identify opportunities for operational improvement, and support strategic goals.

The ideal candidate is highly organized, customer-focused, and possesses strong leadership, communication, and problem-solving skills. They are committed to delivering outstanding service while fostering a welcoming, professional environment for patients, families, visitors, and staff. This individual thrives in a fast-paced healthcare setting and demonstrates a commitment to collaboration, accountability, and continuous improvement.

Essential Duties and Responsibilities

• Lead and support daily front-office operations and Patient Services staff to ensure exceptional customer service and efficient clinic workflow.
• Serve as the primary point of contact for resolving patient concerns, scheduling issues, and service-related questions.
• Coordinate patient registration, appointment scheduling, insurance verification, prior authorizations, and referral processes.
• Monitor staff productivity, workload distribution, and workflow efficiency to support operational excellence.
• Train, mentor, and provide ongoing support to Patient Services team members.
• Assist with developing, implementing, and maintaining office procedures, workflows, and best practices.
• Maintain accurate patient records and ensure compliance with HIPAA, confidentiality standards, and organizational policies.
• Verify patient demographic, insurance, and billing information to ensure accuracy and timely reimbursement.
• Monitor appointment schedules and implement strategies to reduce no-show rates and scheduling gaps.
• Collaborate with clinical and administrative staff to enhance patient access, patient satisfaction, and continuity of care.
• Prepare, analyze, and distribute daily, weekly, and monthly operational reports for leadership, including scheduling metrics, patient volume trends, no-show rates, referral tracking, productivity measures, and other key performance indicators.
• Monitor front-office performance metrics and identify trends, challenges, and opportunities for process improvement.
• Assist administration with data collection, audits, and reporting requirements related to quality improvement initiatives, regulatory compliance, and accreditation standards.
• Maintain departmental dashboards and provide leadership with timely updates regarding patient access, appointment availability, workflow efficiency, and operational performance.
• Support the development and implementation of policies, procedures, and workflow improvements designed to enhance efficiency and patient experience.
• Participate in leadership and departmental meetings, providing updates on front-office operations, staffing needs, workflow concerns, and patient service initiatives.
• Assist with tracking staff attendance, productivity, training completion, and other performance-related metrics.
• Coordinate administrative projects, process improvement initiatives, and special assignments as directed by leadership.
• Support periodic chart audits, documentation reviews, and record maintenance to ensure compliance with organizational and regulatory standards.
• Collaborate with clinical and administrative leadership to improve patient satisfaction, access to care, operational effectiveness, and overall service delivery.
• Support quality improvement activities and organizational performance initiatives.
• Perform other administrative and operational duties as assigned.

Benefits

• Competitive salary
• Medical, dental, and vision insurance
• Paid time off and holidays
• Retirement plan with employer contribution
• Employee assistance program
• Professional development opportunities
• Supportive and collaborative work environment

Why Join Our Team?

Our organization is committed to delivering high-quality, compassionate care while creating a positive experience for every patient we serve. As a Lead Patient Services Coordinator, you will play a vital role in ensuring efficient operations, supporting staff success, and helping patients access the services they need.

Required

• High school diploma or GED required; associate degree preferred.
• Minimum of three years of experience in a healthcare, behavioral health, or medical office setting.
• At least one year of supervisory, lead, or team-coordinator experience preferred.
• Proficiency with electronic health records (EHR) systems and Microsoft Office applications.
• Strong customer service, organizational, and problem-solving skills.
• Excellent verbal and written communication abilities.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.

Preferred

• Experience in behavioral health or outpatient healthcare settings.
• Knowledge of insurance verification, prior authorizations, and healthcare billing processes.
• Familiarity with HIPAA regulations and healthcare compliance requirements.
• Bilingual candidates are encouraged to apply.

Knowledge, Skills, and Abilities

• Strong leadership and team-building skills.
• Ability to exercise sound judgment and maintain professionalism.
• Attention to detail and accuracy in data entry and documentation.
• Ability to maintain confidentiality and handle sensitive information.
• Commitment to delivering exceptional patient-centered service.