The Patient Services Coordinator is responsible for coordinating and scheduling patient appointments for office visits, exams, tests, consultations, and related procedures. This position manages incoming calls, updates patient records, verifies insurance information, and ensures all preparatory requirements for appointments are met. The Scheduler plays a key role in delivering excellent patient service and maintaining effective communication with patients, coworkers, and physicians. This role is expected to consistently represent with professionalism, courtesy, and a strong commitment to patient care.
Supervisory Responsibilities
This position has no direct supervisory duties but may provide guidance and support to coworkers and assist with training and orienting new team members within the department.
Essential Functions
- Receive and manage incoming calls; schedule, change, cancel, and confirm patient appointments for evaluations, exams, tests, and consultations based on patient needs and physician availability.
- Gather and update accurate patient information in the practice management system, including personal details, insurance provider, benefits, and primary physician data.
- Determine and record appropriate patient status (new, established, inactive) and create new patient records when needed.
- Verify appointment type (vision or medical) and ensure necessary referrals or authorizations are obtained prior to appointments.
- Investigate and resolve scheduling conflicts by coordinating with front desk staff, call center staff, technicians, and physicians.
- Serve as a resource to patients by responding to inquiries, verifying upcoming appointments, and assisting patients responding to recall notifications.
- Process and fax medical record requests upon receiving appropriate authorization.
- Utilize OfficeMate reporting for VSP, Referrals, and related functions; use SolutionReach to support patient communication via email and text.
- Ensure work is completed accurately, efficiently, and in alignment with patient needs and service standards.
- Foster a cooperative, respectful work environment by supporting coworkers, communicating clearly, and maintaining a positive team environment.
- Maintain neat, organized workspaces and uphold confidentiality standards in compliance with HIPAA and company policies.
- Follow all safety standards, company procedures, and applicable state and federal regulations.
Secondary Functions
- Provide assistance to Front Desk Schedulers when needed.
- Manage incoming faxes, SolutionReach conversations, and voicemail retrievals.
- Handle reschedules, online appointment requests, referrals, and call reminders.
- Complete open charges, insurance verifications, and related administrative tasks.
- Perform other duties as assigned to support patient care and departmental success.
Education & Experience (Minimum Requirements)
- High school diploma or equivalent.
- Minimum of one year of relevant experience preferred.
- Equivalent combinations of education, experience, and training will be considered.
Knowledge, Skills & Abilities
- Proficiency with Windows-based computer programs.
- Strong understanding of insurance plans, coverage types, and eligibility requirements.
- Familiarity with medical terminology and procedures related to ophthalmology.
- Strong organization skills with the ability to prioritize effectively.
- Excellent interpersonal skills with a genuine desire to assist patients.
- Ability to manage and resolve patient concerns respectfully and effectively.
- Skilled in handling challenging patient interactions professionally.
- Clear and concise verbal and written communication abilities.
- Strong attention to detail and ability to multitask.
- Flexibility to work variable schedules and travel to different office locations as needed.
Physical Demands / Work Environment
- Position requires travel to all satellite offices (6 locations total) based on business needs.
- Work is primarily performed in a general office environment with moderate noise, good lighting, and controlled pace.
- Adequate visual acuity required for reading printed and digital materials.
- Manual dexterity necessary for daily administrative tasks.
- Occasional standing, walking, sitting, and reaching.
- Occasional lifting, pushing, pulling, or carrying of items up to 20 pounds.
Physical Demand Level
- Ability to lift up to 20 lbs.
- Ability to stand, walk, push, pull, and perform tasks requiring full arm and leg control.
- Typical energy expenditure: 2.2–3.5 METs.
- Reasonable accommodations may be provided for individuals with disabilities.
