INTRODUCTION

Under the supervision of the Practice Manager, the Patient Care Coordinator serves as the first point of contact for patients seeking appointments. This role answers a high volume of calls, schedules appointments, and instructs and assists patients regarding appropriate scheduling protocols. The Patient Care Coordinator maintains a professional, courteous, and confidential work environment while using initiative, sound judgment, and strong communication skills to ensure the efficient and effective operation of the Patient Scheduling Center and its resources.

MAJOR DUTIES / ESSENTIAL FUNCTIONS

• Greet patients in a professional and courteous manner during check in, verifying that demographic and insurance information is complete and accurate.

• Schedule new patient appointments, including collecting demographic information, insurance coverage, referring provider information, and primary care provider information.

• Verify patient insurance benefits at check in.

• Obtain insurance authorizations and referrals when required.

• Collect copayments and time of service payments from self pay patients, ensuring each patient receives a receipt.

• Handle a high volume of incoming calls, including scheduling, rescheduling, confirming, and canceling appointments, and return all patient call backs generated within the system.

• Accurately document and communicate appointment information to patients in a courteous and professional manner.

• Assess patient needs, create telephone encounters, and forward them to the appropriate clinical or administrative team for resolution.

• Effectively manage incoming calls across multiple queues, routing calls to the appropriate health center or department.

• Promptly route urgent calls and provide clear SBAR communication to the appropriate provider, site, or leadership team member.

• Verify and update patient demographic, insurance, and contact information, ensuring all records remain accurate.

• Address patient concerns using patience, empathy, active listening, and excellent customer service.

• Educate patients on the Patient Portal by explaining its features and benefits.

• Assist patients with Patient Portal enrollment, web access, and password resets.

• Handle and enter confidential patient information discreetly while adhering to Meridian Medical Associates' HIPAA policies and procedures.

• Serve as a liaison between patients, providers, clinical staff, and practice leadership.

• Review patient information for accuracy and completeness and assist patients as needed.

• Demonstrate exceptional customer service in every patient interaction.

• Meet departmental expectations for call quality, talk time, and wait time.

• Maintain a clean, organized, safe, and professional work environment.

• Maintain patient files and electronic records as required.

• Meet established productivity, quality, and performance benchmarks.

• Perform other duties as assigned.

MINIMUM QUALIFICATIONS

• High school diploma or equivalent required.

• Bilingual English and Spanish is welcome.

• Strong attention to detail and accuracy.

• Ability to multitask and work efficiently in a fast paced environment.

• Excellent interpersonal, customer service, telephone, and communication skills.

• Minimum of one year of experience in an office setting, preferably in a medical practice.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong customer service skills.

• Working knowledge of medical terminology and electronic health record (EHR) systems.

• Excellent verbal, written, and telephone communication skills.

• Bilingual English and Spanish is welcome.

• Ability to work independently and collaboratively within a team environment.

• Ability to establish positive working relationships with individuals from diverse cultural and ethnic backgrounds.

• Proficiency with Microsoft Office applications and basic computer systems.

• Ability to sit for extended periods and perform frequent telephone and computer work.

Meridian Medical Associates is a growing, patient-centered ambulatory healthcare practice serving the Prince George’s County community. We provide comprehensive primary care, weight management, pain management, disability evaluations, and nutrition services with a strong focus on preventive care, quality outcomes, and exceptional patient experiences. Our team is committed to compassionate care, innovation, teamwork, and continuous improvement while advancing value-based healthcare in the commun