Specialty Services Coordinator (2026-0884)

About the role

The Specialty Services Coordinator position is responsible for scheduling and coordinating services for patients in multiple hospital-based specialty services and providers, as well as clinic services, pre-registration, insurance verification, estimate creation, collection of payments over the phone, using inbound and outbound call handling, and serving as a backup for in-person check‑in and MyChart requests. The role reports to the Manager, Patient Access or Clinic Network and works within the Patient Access, Clinic Network department. Hours are assigned as needed.

Responsibilities

• Schedule and coordinate services for patients across multiple hospital‑based specialty services, providers, and clinic services, including pre‑registration, insurance verification, estimate creation, and collection of payments over the phone.
• Handle inbound and outbound calls; provide backup for in‑person check‑in and MyChart requests.
• Coordinate schedules for multiple providers (e.g., radiology, nursing, anesthesia), manage registration, insurance verification, estimate creation, and point‑of‑service payment collection.
• Perform complex scheduling coordination for hospital and clinic services, confirming referrals are complete and accurate.
• Use EPIC to gather scheduling information (patient acuity via snap board, referral and patient work queues, ancillary orders) to ensure timely throughput.
• Ensure prerequisites (labs, films, medical history) are completed and appropriate clinical resources are available for scheduling.
• Coordinate requests for additional information from referring offices to achieve accurate scheduling and reimbursement.
• Apply protocols to identify when escalation is needed based on patient‑reported symptoms.
• Utilize referral work queues for outbound dialing to complete scheduling for active/authorized referrals.
• Update referrals per defined workflow and confirm insurance coverage or inform patients of benefit limitations when out‑of‑network.
• Generate patient estimates following Point‑of‑Service Collection (POS) guidelines to determine liability before service.
• Accept payments for patient financial responsibility and outstanding balances, document in HIS, and provide receipts.
• Verify financial clearance prior to service; refer to financial assistance or management if clearance cannot be obtained.
• Complete MyChart scheduling for appointment requests and direct scheduled appointments.
• Monitor patient and referral work queues to ensure active work and complete documentation.
• Organize and prioritize work according to department standard workflows.
• Receive, distribute, and respond to email, VoIP, Inbasket messages, and in‑person requests.
• Meet defined targets for productivity, POS collections, and financial clearance.
• Handle mail for the work area, including checking referral work queues, Aspect, Epic Inbasket, and faxes per department standards.
• Monitor office supplies and equipment, updating the responsible party for ordering.
• Perform other duties as assigned.

Requirements

• High School Graduate or equivalent (G.E.D.) required.
• Minimum 1‑year front office experience in a physician office or hospital access department (scheduling, registering, multi‑line phone systems, EMR, multi‑software environment).
• Computer experience in a Windows‑based environment.
• Excellent communication skills (verbal, written, listening).
• Excellent customer service skills.
• Knowledge of medical terminology and abbreviations.
• Ability to spell and understand commonly used terms (preferred).

Qualifications

• Ability to function effectively and interact positively with patients, peers, and providers.
• Ability to access, analyze, apply, and adhere to departmental protocols, policies, and guidelines.
• Ability to provide verbal and written instructions.
• Demonstrates understanding and adherence to compliance standards.
• Demonstrates excellent customer service skills in every interaction.
• Ability to communicate effectively in verbal and written form.
• Ability to actively listen to callers, analyze needs, and determine appropriate action.
• Ability to maintain a calm and professional demeanor during every interaction.
• Ability to interact tactfully and show empathy.
• Ability to communicate and work effectively with the physical and emotional development of all age groups.
• Ability to analyze and solve complex problems that may require research and creative solutions while speaking with patients on the telephone.
• Ability to document per procedural template requirements, gather pertinent information, and enter data into computer while talking with callers.
• Ability to utilize third‑party payer/insurance portals to identify coverage and eligibility; detailed knowledge of insurance providers, their portals, and expectations for authorization approval for referral services/appointments.
• Ability to function effectively in an environment requiring simultaneous tasks and frequent interruptions.
• Ability to organize and prioritize work.
• Ability to multitask while successfully