Patient Care Coordinator

Description

Position Title: Patient Care Coordinator

Reports to: Practice Manager

Location: Rochester Hearing & Speech Center

Schedule: Full-Time

Status: Non-Exempt / Hourly

Pay Range: $19 to $20 per hour (good-faith estimate in compliance with NYS Pay Transparency Law; final offer based on experience and credentials)

Job Summary

The Patient Care Coordinator provides front-line administrative and patient support services for Rochester Hearing & Speech Center. This position supports patient access, scheduling, registration, insurance verification, billing readiness, and communication between patients, families, providers, and internal departments. The Patient Care Coordinator helps ensure compliance with HIPAA requirements, OMIG expectations, Medicaid regulations, and Rochester Hearing & Speech Center policies and procedures while promoting an exceptional patient and family experience.

Primary Responsibilities

• Answer multi-line phones and assist patients, families, and community partners in a professional and courteous manner
• Schedule appointments accurately, including appropriate provider, service type, location, and appointment timing
• Verify patient demographics, insurance coverage, referrals, prescriptions, authorizations, and other required documentation prior to service delivery
• Support patient registration, intake, check-in, and check-out processes
• Collect payments and maintain accurate payment records in accordance with organizational procedures
• Maintain accurate patient information within electronic medical record and scheduling systems
• Support documentation and administrative requirements necessary for billing and reimbursement
• Identify and communicate scheduling, insurance, authorization, or documentation issues that may impact patient care or billing
• Handle mail, faxes, scanning, email correspondence, and office deliveries accurately and efficiently
• Assist patients, families, providers, and staff with administrative questions and service coordination needs
• Order office supplies and maintain related administrative records as assigned
• Provide administrative support and coverage across RHSC locations as operational needs require
• Maintain professionalism, confidentiality, accuracy, and effective communication while managing multiple priorities in a fast-paced healthcare environment
• Assist with special projects, workflow initiatives, operational assignments, and other duties as directed by leadership

Work Environment

• Office-based role with frequent interaction with patients, families, staff, referral sources, and external contacts
• Requires a high degree of professionalism, confidentiality, customer service, attention to detail, and effective communication

Physical Requirements

• Prolonged sitting and computer use
• Ability to lift up to 15 pounds
• Ability to access all departments

Acknowledgment

By signing the electronic acknowledgment provided during the hiring process, annual review process, or following a position, title, reporting structure, compensation, or duty change, you acknowledge that you have received, reviewed, and understand the responsibilities and expectations outlined in this job description.

Equal Opportunity Employer Statement

Rochester Hearing & Speech Center is an Equal Opportunity Employer. We comply with all applicable federal, state, and local fair employment practices laws and strictly prohibit discrimination and harassment of any kind. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, creed, sex, sexual orientation, gender identity or expression, age, national origin, disability, genetic predisposition or carrier status, military status, marital status, domestic violence victim status, or any other status protected under New York State and federal law.

Requirements

Qualifications & Skills

• High School Diploma or GED required  • Previous experience in a healthcare, medical office, clinic, or customer service environment preferred  • Experience with scheduling, insurance verification, patient registration, or electronic medical records preferred  • Strong communication, customer service, and organizational skills  • Ability to manage multiple priorities while maintaining accuracy and attention to detail  • Proficiency with Microsoft Office and electronic systems  • Ability to maintain professionalism, confidentiality, sound judgment, and composure in a fast-paced healthcare environment  • This position requires frequent interaction with patients, families, providers, referral sources, community stakeholders, and coworkers. The ability to communicate professionally, demonstrate emotional maturity, exercise sound judgment, and effectively navigate sensitive, challenging, or emotionally charged situations is essential.