Practice Coordinator III

About the role

The Practice Coordinator 3 (PC 3) is primarily responsible for representing the administrative team as the public face of the Practice and works closely with the administrative, clinical and management teams to support practice operations and customer service recovery and intervention efforts.

Responsibilities

• Patient Scheduling & Coordination: Schedule and register new and existing patients by phone or in person. Coordinate appointments, tests, procedures, and referrals. Verify insurance, authorizations, and patient records before visits. Explain appointment procedures, required documents, and clinic expectations to patients. Prioritize urgent or complex patient cases appropriately. Coordinate multidisciplinary care, including surgery, radiology, therapy, and specialty services.
• Surgery & Procedure Scheduling: Schedule outpatient and inpatient surgeries and related pre-op appointments. Coordinate operating room time, surgical testing, admissions, and authorizations. Ensure all surgical documentation, consents, and insurance approvals are complete. Arrange post-surgical follow-up appointments, therapy, home care, and equipment needs.
• Insurance & Revenue Cycle Support: Obtain and manage insurance authorizations for visits, procedures, medications, and testing. Work with billing teams to resolve denials, retro authorizations, and claim issues. Review patient insurance benefits and explain financial policies to patients. Track and report billing trends, collections, and authorization issues. Assist with complex authorizations including DME, specialty medications, and hospital services.
• Front Desk & Customer Service: Greet and assist patients professionally using excellent customer service skills. Collect co-pays and process payments accurately. Maintain patient flow and monitor waiting areas for service concerns. Handle patient complaints and service recovery professionally. Promote patient convenience, confidentiality, and positive clinic experiences.
• Administrative & Patient Care Support: Answer phones, triage calls, and route urgent concerns appropriately. Manage provider schedules and coordinate care across departments. Process referrals, maintain records, and support patient follow-up needs. Assist providers with administrative tasks, patient communication, and care coordination. Support urgent scheduling needs and same-day appointment requests.
• APeX / EPIC & Technical Responsibilities: Use APeX/EPIC systems for scheduling, referrals, messaging, documentation, and work queues. Create patient communications, update records, and manage electronic workflows. Perform advanced scheduling and support electronic medical record processes. Assist patients with kiosk and MyChart usage.
• Reporting, Workflow & Team Support: Monitor reports, productivity metrics, scheduling access, and workflow efficiency. Identify operational issues and recommend process improvements. Train or support staff with scheduling, authorizations, and workflow processes. Participate in team meetings, quality improvement projects, and customer service initiatives.

Qualifications

• High School graduate or equivalent with four years related experience; or college degree and 6 months related experience; or equivalent combination of education and experience.
• Successfully passes fingerprinting protocol and is approved to be a cash collector.
• Strong computer skills, including basic keyboarding skills, and experience with at least two Office-type software programs (i.e., Outlook, Word and Excel).
• Proven ability to navigate through multiple patient records systems.
• Able to sit at a computer terminal with telephone headphones for extended period of time.
• Able to analyze situations, prioritize, and develop solutions and make recommendations.
• Able to work with minimal supervision.
• Able to use good judgment and work independently, at times under the pressure of deadlines.
• Able to access situations prioritize workload, develop solutions and make recommendations.
• Excellent customer service and communication/interpersonal skills, both over the telephone and directly.
• Able to sit at a computer terminal with telephone headphones for extended periods of time.
• Basic math skills required.
• Proven ability to deal with a wide variety of individuals.
• Able to deal sensitively and effectively with patients.
• Excellent organizational and problem-solving skills.
• Strong writing skills to include the ability to compose, edit, and proof a wide variety of documents.
• Demonstrated administrative/office coordination skills.
• Demonstrated knowledge of medical practice terminology.
• Within six months of start date, based upon completion of training, the Supervisor, completes the proficiency checklist with the employee. This includes the following areas if applicable: Referrals (Incoming referral entry) and handling all referral WQs, Pend orders, Pend smart sets, Schedule surgeries, Work applicable work queues, Enter/edit outside test results, Messaging (CRM), if applicable, 2nd calls in CRM if applicable, Telephone encounters, My open encounter, Staff message, New message, Route Patient advice request to providers (My Chart), Patient Schedule (My Chart), Letters Pools, Patient look up, Check in process, Check out process, Comment field, Quick note, Scanning.

Preferred Qualifications

• Demonstrated experience in health care (may include medical, dental or veterinary) in the following areas: patient scheduling, insurance verification, medical record data abstraction, or patient financial services.
• Prior experience with appointment, ancillary service or surgical scheduling or a combination of all three.
• Bi-lingual or multi-lingual capability (Spanish, Cantonese, and Russian) strongly preferred.
• OHNS Specialty Experience.
• Prior experience with EPIC.