Patient Care Coordinator (Brookline, MA)

About the role

Stella is a leading provider of breakthrough treatments for trauma symptoms, stress, anxiety, and depression. We use cutting-edge modalities such as Stellate Ganglion Block (SGB), IV ketamine, TMS, and psychotherapy to help our patients achieve lasting relief. We are also a community of compassionate professionals who support each other and our patients throughout their healing journey.

Essential Duties and Responsibilities

• Model Stella’s mission, vision, and values in all interactions with patients, providers, and team members.
• Collaborate closely with the Transformative Care Center, Treatment Coordinators, Billing, and clinical providers to ensure coordinated care delivery.
• Maintain strong knowledge of provider skills, specialties, and preferences to support effective patient-provider matching.
• Participate in daily huddles and weekly team meetings to align on clinic priorities and patient needs.
• Communicate effectively through Teams and email, ensuring timely responses within 24 hours.
• Share resources and knowledge to support team development and operational consistency.
• Identify workflow challenges and recommend process improvements that enhance clinic efficiency and patient experience.

Our Patients

• Guide patients through Stella’s care pathways while demonstrating the Agility philosophy in navigating scheduling changes, cancellations, or patient concerns.
• Coordinate appointments to ensure seamless scheduling, maximizing provider utilization and minimizing schedule gaps.
• Execute Transfer of Care processes to ensure continuity across providers and treatment services.
• Maintain accurate patient records and manage follow-up tasks through the Athena tickler system.
• Track patient preferences to support personalized care experiences.
• Respond promptly to patient inquiries through phone, email, or other communication channels.
• Leverage Net Promoter feedback to improve patient service and increase promoters.
• Protect patient rights and maintain the confidentiality of all personal, medical, and financial information in accordance with HIPAA standards.

Our Business

• Ensure clinic operational standards and environment expectations are consistently maintained.
• Communicate operational challenges or improvement opportunities to the Clinic Manager.
• Support accurate billing processes and adhere to accounts receivable policies.
• Assist with patient intake coordination, insurance verification, and financial communication when required.
• Support clinic marketing initiatives by following up on patient leads and inquiries.
• Adhere to all health, safety, and organizational policies to maintain a compliant clinic environment.
• Support clinic performance by maintaining scheduling accuracy and optimizing appointment flow.

Qualifications

• High school diploma or equivalent required.
• Minimum 2 years of experience in healthcare coordination, patient services, medical office administration, or a similar role.
• Strong organizational skills and ability to manage multiple tasks in a fast-paced clinical environment.
• Excellent interpersonal and communication skills with a patient-centered approach.
• Strong attention to detail and ability to maintain accurate records.
• Experience working with scheduling systems, electronic medical records, or healthcare administrative platforms.
• Preferred: Experience in behavioral health or mental health clinic environments, familiarity with Dr.Chrono/Athena EMR or similar healthcare systems, experience coordinating care across interdisciplinary healthcare teams, knowledge of insurance verification, patient intake workflows, or medical billing processes.
• Ability to reliably commute to Brookline, MA.

What We Offer

• Comprehensive/Competitive Benefits
• A supportive and collaborative work environment
• A mission-driven organization that makes a positive impact on people’s lives

Why work with us?

• We believe in diversity, equity, and inclusion as essential values that enrich our work environment and enhance our ability to serve diverse communities.
• We strive to integrate these values into every aspect of our organization, from hiring and training to policies and practices.
• We recognize that we have a responsibility to foster a culture of respect, empathy, and collaboration among our team, patients, and partners.