Patient Care Coordinator

Job Title: Patient Care Coordinator

Reports to : Patient Care Coordinator Team Lead

Job Purpose

The Patient Care Coordinator serves as a key forward-facing representative responsible for delivering a professional, welcoming, and efficient patient experience. This role supports patient access and flow by coordinating check-in and check-out activities, scheduling appointments, verifying insurance and financial information, managing patient communications, and maintaining accurate documentation while upholding privacy, service, and operational standards.

Duties and Responsibilities

- Greet patients and visitors in a courteous, professional manner and help create a positive, service-focused office experience.

- Manage the patient check-in and check-out process accurately and efficiently, including collection and confirmation of required demographic, insurance, and financial information.

- Verify insurance eligibility, benefits, and patient financial responsibility, including applicable copayments and other balances due at time of service.

- Collect, process, and document patient payments in accordance with established procedures.

- Scan, file, and maintain patient and office documentation accurately and in a timely manner.

- Uphold confidentiality of patient, employee, and business information and comply with all HIPAA, privacy, and practice policies.

- Schedule, reschedule, and confirm appointments in accordance with provider templates, office protocols, and established scheduling guidelines.

- Review upcoming appointments to confirm required paperwork, insurance information, and account details, and document updates appropriately in the patient record.

- Respond to patient messages through approved communication channels, including the messaging portal, using timely, accurate, and professional communication.

- Maintain and update patient database information and assist with related administrative tasks, including vendor loyalty program updates (as applicable).

- Provide phone support as needed by answering calls, directing inquiries, and managing voicemail follow-up in a timely manner.

- Share accurate information with patients regarding in-house products, services, and promotions within established guidelines.

- Collaborate with providers, back of house staff, and team members to support clinic flow and a patient-centered environment.

- File and organize records, invoices, correspondence, and other required documentation in accordance with office procedures.

- Monitor incoming and outgoing correspondence, including email, mail, and packages, and route items appropriately.

- Manage provider waitlists and assist with schedule optimization throughout the day to support patient access and provider productivity.

- Complete assigned opening, closing, and shift-transition duties, including cash reconciliation, lobby readiness, and preparation for the next shift.

- Undertake additional administrative, ancillary, and downtime tasks as needed to support office operations.

- Preserve a clean, organized, and professional workspace, waiting area, and storage areas in accordance with practice standards.

- Assist with organizing and maintaining sample products, supplies, and shared work areas to promote efficiency, safety, and patient readiness.

- Maintain flexibility with schedule and work location, as needed.

- Perform other duties as assigned.

Qualifications

Education:

- High school diploma or equivalent required.

Experience:

- One year of experience in a medical office, clinic, or other patient-facing healthcare setting preferred.

- Experience using electronic medical record and patient communication systems, including EMA/ModMed, Relatient, Outlook, or similar platforms, preferred.

Knowledge:

- Knowledge of dermatology-related medical terminology and cosmetic procedure terminology preferred.

- Familiarity with skincare products, product usage, and basic ingredient information preferred.

Skills:

- Strong customer service and patient service skills.

- Strong verbal and written communication skills.

- Effective organizational, prioritization, and time management skills.

- Attention to detail and accuracy in documentation, scheduling, and payment processing.

- Ability to adapt to changing priorities in a fast-paced office environment.

Abilities:

- Ability to work effectively and collaboratively with providers, staff, and other team members.

- Ability to remain calm, professional, and solution-focused in high-volume or urgent situations.

- Ability to interact appropriately and professionally with patients, families, visitors, and staff.

- Ability to plan, organize, and prioritize work with minimal supervision.

- Ability to communicate clearly and accurately.

Working Environment

This position operates in a professional office environment within a medical clinic and may involve regular interaction with patients, providers, and clinical staff. The role routinely uses standard office equipment, including computers, phones, scanners, photocopiers, and other administrative tools.

Physical Requirements

While performing the duties of this job, the employee is regularly required to communicate effectively and exchange accurate information. The employee may be required to stand, walk, and sit for extended periods and to use a computer and other standard office equipment on a routine basis.

This position may also require occasional bending, reaching, and lifting or moving office supplies and materials weighing up to 20 pounds.