PRN Patient Experience Associate/Care Coordinator

About the role

The PRN Patient Experience Associate / Care Coordinator is a dual-role position responsible for supporting both front desk operations and care coordination within Sage Health medical centers. This team member serves as the first point of contact for patients, ensuring a positive and professional experience, while also managing referrals, insurance verifications, and appointment coordination. The PRN position is a dual role based in the Baltimore Market and will require coverage at all centers within the market as needed. The ideal PRN candidate is flexible, organized, and passionate about delivering exceptional patient-centered care.

Primary responsibilities

• Greet patients and guests warmly upon arrival
• Conduct check-in/check-out processes via Electronic Health Record (EHR)
• Aid patients with completing paperwork and update EHR with current information
• Collect co-payments and verify insurance prior to appointments
• Answer and triage incoming phone calls, routing as necessary
• Make appointment reminder calls and reschedule as needed
• Maintain patient confidentiality and secure health information
• Scan and index documents into the EHR
• Address patient concerns or problems as they arise
• Collaborate with clinical team members to ensure smooth office operations
• Participate in interdisciplinary team discussions on patient care plans and outcomes

Care coordination responsibilities

• Review and process referral requests from PCPs and specialists
• Schedule appointments and communicate details to patients, including prep instructions
• Process insurance authorizations via health plan platforms (e.g., Availity)
• Schedule urgent referrals per provider request
• Monitor and update open referral reports and follow up on pending consults
• Ensure referral documentation (e.g., consult notes, diagnostics) is complete and available
• Notify PCPs of missed specialist appointments and coordinate rescheduling
• Cover surgical clearance documentation for external providers as needed
• Support communication between patients, providers, and external offices
• Provide administrative support to maintain smooth care coordination workflows

Qualifications

• Office Administrative/Receptionist/Clerical/Customer Service experience in a fast-paced, heavy phones environment
• Professional demeanor and communication always
• Able to be organized and attentive to detail
• Able to manage competing priorities
• Able to solve problems resourcefully
• Able to take and follow through with assigned tasks and accountable
• Able to work in a fast-paced environment
• Experience with Microsoft Office Word, Outlook, and Excel
• Full COVID-19 vaccination (including boosters) an essential requirement of this role

Preferred qualifications

• High School Diploma or equivalent
• Experience working with an electronic health record
• Experience in processing referral authorizations
• Medical office or hospital patient access registration experience highly desirable
• Experienced working in medically underserved/culturally diverse communities
• Knowledge of medical terminology
• Knowledge of ICD-20 and CPT coding
• Bilingual Spanish and English