Patient Care Coordinator

JOB SUMMARY: To help ensure the highest customer service to patients and providers through activities including but not limited to monitoring patient flow, patient check-in/check-out, answering multiple line phones, scheduling appointments, processing medical records, and collecting fees and other patient balances. This position will also work closely with the practice manager on community outreach and related initiatives. This position recognizes the need for teamwork and functions as part of a multi-disciplinary team. Position also includes other duties as assigned.


Reports to: Practice Manager


Duties and responsibilities include:

A. Daily coordination of Front Office and Patient Flow 
  • Greet patients as they enter the practice and perform check-in, collection of relevant payments (including co-pays and outstanding balances) and facilitate the input of new patient forms and updated patient information into the electronic medical record system
  • Coordinate the set-up and flow of the reception area including ongoing clean-up and maintenance of the tea bar area
  • Process daily faxes, mail, and phone calls to the office
  • Monitor and manage flow of patients in the reception area and communicate with providers as necessary on patient's status
  • Scan medical documents
  • Respond to telephone, email and web inquiries for appointment requests, rescheduling, and answering of general questions related to the practice
  • Maintain knowledge base of practice services and clinical treatment available in order to overview and discuss services with interested callers
  • Document, handle, or forwards customer complaints/comments to the appropriate individuals
  • Collect and accept payment for patient visits, event registration or payment of balance due 
  • Assist in clerical duties
  • Handle escalated customer complaints and employ judgment and experience to ensure proper resolution
  • Extensive use of EMR
  • Facilitate special projects related to processes within the Institute including  labs, insurances, billing, and scheduling
B. Patient Communication and Follow-up
  • Trouble shoot patient concerns/issues through strong communication with providers, other office personal, and patients
  • Provide patients with the outstanding customer service by answering questions/concerns and following up accordingly
C. Cross-Departmental Process Integration             
  • This position will be cross trained with all other front office positions (call center representative, retail assistance, check out), and will be required to fill these roles to cover lunches, vacations, temporary vacancies, and other times as needed
  • Assist with medical practice events and ongoing community education classes. Duties include developing & distributing communication, set-up of Corazon Room, check-in of participants and helping to break down and close
  • Work with providers and other employees to help resolve patient issues as necessary 


Please submit resumes for the Patient Care Coordinator position to

"Dr. Raby is warm, competent, very human and very passionate. She stands behind her word and is accountable and reliable."
- Raby Institute patient