Patient Services Coordinator

The Patient Services Coordinator at is responsible for overseeing the patient care experience, ensuring smooth clinic operations, and acting as a key liaison between patients, clinical staff, and the cardiologist. This role goes beyond the traditional receptionist duties, focusing on patient advocacy, service coordination, and administrative support for clinical processes. The ideal candidate will have exceptional customer service skills, strong communication abilities, and the capacity to manage patient care logistics effectively.

Key Responsibilities:

Patient Experience Management:

• Serve as the primary point of contact for patients throughout their journey at the clinic, ensuring a positive experience from initial contact to follow-up care.
• Address patient concerns, complaints, or feedback, resolving issues promptly or escalating them to clinic management when necessary.
• Coordinate and follow up with patients on diagnostic tests, treatment plans, and referrals to other specialists or services.

Appointment Coordination:

• Work closely with the receptionist and other front office staff to manage the scheduling of patient appointments with the cardiologist, as well as coordinating follow-up visits, diagnostic tests (e.g., ECGs, stress tests), and external specialist consultations.
• Ensure patients are informed of appointment details, including preparation instructions and necessary paperwork.

Patient Education and Communication:

• Provide patients with clear and accurate information about their treatment plans, test results, and follow-up procedures in collaboration with clinical staff.
• Assist in explaining clinic procedures, medical billing, and insurance policies to patients and family members.

Medical Record and Information Management:

• Ensure patient records are up-to-date, accurate, and compliant with privacy regulations (such as the Data Protection Act, 2019).
• Assist with managing electronic health records (EHR) and other patient documentation, ensuring secure and confidential handling of sensitive information.
• Coordinate the release of medical records to authorized parties following legal and clinic protocols.

Operational and Administrative Support:

• Support the cardiologist and clinical staff with patient flow, ensuring smooth transitions between appointments and procedures.
• Coordinate with laboratory and imaging services for patient tests and ensure timely communication of results.
• Assist with the development and implementation of clinic policies and procedures to improve patient services and clinic efficiency.

Core Competencies:

Patient-Centered Care:

• Exhibits a patient-first mindset, ensuring that all patients feel respected, informed, and supported throughout their care process.
• Skilled at building relationships with patients and addressing their concerns empathetically and professionally.

Communication Skills:

• Demonstrates excellent verbal and written communication, able to convey medical information and instructions clearly to patients and their families.
• Effective at communicating with clinical staff and external partners, facilitating seamless patient care coordination.

Organizational Skills:

• Manages multiple tasks efficiently, ensuring that patient appointments, records, and billing are handled in a timely and organized manner.
• Strong ability to prioritize and multitask in a fast-paced healthcare environment.

Problem-Solving Abilities:

• Skilled at addressing and resolving patient concerns and complaints, as well as handling complex situations.
• Proactive in identifying operational improvements to enhance clinic efficiency and patient satisfaction.

Technical Proficiency:

• Proficient in using electronic health record (EHR) systems and other healthcare management software.
• Comfortable with medical billing systems, insurance verification platforms, and appointment scheduling tools.

Attention to Detail:

• Ensures accuracy in handling medical records, appointment scheduling, billing, and patient communications.
• Maintains thorough documentation of patient interactions, insurance verifications, and payment transactions.

Qualifications:

• Education: A degree in healthcare administration, medical office management, or a related field is preferred. Certification in medical administration or patient services coordination is a plus.
• Experience: At least 2-3 years of experience in a healthcare setting, ideally in a patient services or administrative role. Experience working in a cardiology clinic or similar medical specialty is preferred.
• Skills:

• Strong interpersonal and customer service skills, with the ability to engage with patients and staff professionally and compassionately.
• Ability to handle sensitive and confidential information with discretion.
• Strong problem-solving skills, with the ability to make quick and informed decisions.

Work Environment:

• 3-month contract and full-time position, Monday to Friday, with occasional weekends or evenings as needed.
• Fast-paced clinical environment requiring frequent interaction with patients, families, and healthcare professionals.

Application Process

Interested candidates should submit their resume (Not more than 2 pages) and cover letter to terry@terden.org. Please include "Your Name - Patient Service Coordinator" in the subject line.