Patient Relations Coordinator

General Summary:

The Patient Relations Coordinator serves as the first point of contact for patients, visitors, and external callers, creating a positive and welcoming experience while supporting the daily operations of the clinic. This position is responsible for patient scheduling, registration, data entry, phone communication, insurance verification support, and coordination of patient flow. The Patient Relations Coordinator demonstrates exceptional customer service, attention to detail, and a commitment to maintaining patient confidentiality.

Essential Functions:

Patient Reception and Customer Service

- Greet patients, families, and visitors in a professional, friendly, and compassionate manner.

- Serve as the primary point of contact for patient inquiries and requests.

- Provide information regarding clinic services, appointment availability, and office procedures.

- Address patient concerns and escalate issues appropriately when needed.

- Maintain a welcoming and organized reception area.

Scheduling and Registration

- Schedule, reschedule, and confirm patient appointments in accordance with clinic protocols.

- Register new patients and update existing patient demographic and insurance information.

- Verify patient information and obtain required documentation.

- Coordinate provider schedules and assist with appointment management to optimize clinic workflow.

- Notify patients of appointment reminders, cancellations, or scheduling changes.

Administrative Support

- Answer and route incoming telephone calls in a timely and professional manner.

- Accurately enter and maintain patient information within the electronic medical record (EMR) system.

- Process incoming and outgoing correspondence, faxes, and electronic communications.

- Assist with document scanning, filing, and record maintenance.

- Support clinic staff with administrative tasks.

Insurance and Financial Coordination

- Verify insurance eligibility and benefits as directed.

- Collect co-payments and other patient payments in accordance with clinic procedures.

- Explain basic billing and payment processes to patients and direct complex inquiries to appropriate personnel.

- Maintain accurate financial records and documentation.

Compliance and Confidentiality

- Protect patient privacy and maintain confidentiality in accordance with HIPAA regulations and organizational policies.

- Follow established procedures for handling protected health information.

- Maintain knowledge of clinic policies, procedures, and regulatory requirements.

Benefits:

We offer a robust benefits package for qualifying full-time and part-time employees. Depending on eligibility, a variety of benefits include health insurance, dental insurance, vision insurance, life insurance, a 401(k) retirement plan, short-term and long-term disability, and a generous time off package.

We have a Drug Free Workplace Policy. An accepted offer will require a drug screen and pre-employment background screening as a condition of employment.

Expectations of all Employees
Support the mission, vision and values through unequaled quality patient care, professional competence, collaboration, communication, innovation, accountability, ownership and provide support to the entire agency regardless of their primary office location.

HIA Health has HEART
Honor - Accepting the honor of service to hospice patients, families, and communities.
Excellence - Striving for excellence in my work, as we stand on hallowed ground.
Attitude - Choosing a positive attitude at work.
Respect - Training people with the same respect I wish to be given.
Teamwork - Valuing everyones contribution in delivery of care, operation of the organization and stewardship of our resources.

Qualifications

Education, Certificates and Experience:

- High school diploma or equivalent.

- Minimum one year of customer service, administrative support, reception, or healthcare office experience.

- Proficiency with Microsoft Office applications and electronic systems.

- Strong verbal and written communication skills.

- Excellent organizational and multitasking abilities.

- Ability to maintain confidentiality and professionalism in all interactions.

Skills & Abilities:

- Exceptional customer service and interpersonal skills.

- Strong attention to detail and accuracy.

- Ability to manage multiple priorities in a fast-paced environment.

- Effective problem-solving and conflict resolution skills.

- Ability to work independently as well as collaboratively within a team.

- Ability to communicate compassionately with patients and families.