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About the Role

We are seeking a friendly, highly organized, and detail-oriented Patient Care Coordinator to join our Call Center team. This role focuses on supporting patients and clinicians over the phone by handling scheduling, insurance verification, and general inquiries. The ideal candidate is dependable, a clear communicator with excellent customer service skills, and a problem-solver who thrives in a fast-paced, team-oriented environment.

Responsibilities

Handle high volume of inbound calls from patients regarding appointments, services, and general information in a courteous manner
Schedule, modify, and cancel appointments across multiple departments or providers
Make outbound calls to patients, pharmacies, or insurance companies for follow-ups, reminders, and scheduling gaps
Support clinicians by responding to telephone encounters
Receive and respond to patient inquiries
Resolve non-clinical inquiries and complaints
Educate patients about office policies, procedures, referrals, and prep instructions
Verify insurance eligibility and pre-authorizations when required
Document all interactions accurately in the electronic health record (EHR) system
De-escalate concerns quickly and effectively to ensure a positive experience for every caller
Ensure that providers are scheduled for best use of time (Optimized)
Act as a liaison between call center agents and medical assistants
Work efficiently across multiple systems and screens
Collaborate with clinical and administrative staff to ensure timely patient care
Meet performance goals for call handling, accuracy, patient satisfaction and resolution
Meet KPI metrics for Quality assurance (QA) Score, Average handle time, % First call resolution, % of calls handled etc.

Requirements

High school diploma or GED required
Associate degree or healthcare coursework is a plus
Previous experience in a Call center or Healthcare support role is preferred
Excellent oral/verbal communication, active listening and customer service skills required
PC skills including Microsoft Office required
Ability to stay calm under pressure and multitask efficiently in a fast-paced environment
Experience with EMR systems is a plus (e.g., ECW, Epic, Cerner, Athena)
Bilingual (English/Spanish) is a plus but not required
Medical office reception experience
Use of an Electronic Health Record (EHR) in your daily work
Answering phones and multitasking in a fast-paced clinical practice
Scheduling patient appointments
Understanding of patient privacy rules and experience in a HIPAA-compliant practice
Strong written and verbal communication skills
Excellent customer Service
Understanding of general medical practice workflows
Ability to multitask accurately
Enjoy working in a team-based environment

Skills

Customer Service
Communication
Problem-solving
Scheduling
Insurance Verification
Call Handling
Active Listening
Multitasking
Microsoft Office
EMR Systems
HIPAA Compliance

Education Level

High school diploma or GED
Associate degree or healthcare coursework