The Patient Access Coordinator is responsible for ensuring a seamless and efficient patient experience by serving as a central point of contact for patient inquiries, concerns, complaints, and service requests.
This role focuses on patient advocacy, issue resolution, ticket management, Google review responses, and coordination between patients and internal departments. The Patient Access Coordinator ensures that patient needs are addressed promptly, inquiries are directed to the appropriate teams, and outstanding concerns are followed through to resolution.
The ideal candidate is highly organized, detail-oriented, empathetic, and capable of managing multiple patient requests while maintaining a high standard of customer service.
Key Responsibilities:
· Patient Support & Communication: Respond to patient inquiries, answer frequently asked questions, provide guidance, and ensure timely follow-up.
· Complaint Resolution: Address patient complaints, investigate concerns, coordinate resolutions, and escalate complex issues when necessary.
· Ticket Management: Monitor, respond to, and resolve patient support tickets within established response times, ensuring accurate documentation and follow-through.
· Google Review Management: Monitor and respond professionally to positive and negative Google reviews while maintaining HIPAA compliance and patient confidentiality.
· Cross-Department Coordination: Collaborate with clinical, billing, medical records, reception, and administrative teams to address patient needs and prevent delays.
· Patient Request Follow-Up: Track outstanding requests involving prescription refills, prior authorizations, laboratory and biopsy results, medical records, and other patient concerns until appropriately resolved.
Required Qualifications:
Previous experience in healthcare administration, patient access, customer service, or a related field preferred.
· Strong written and verbal communication skills.
· Excellent organizational skills and ability to manage multiple requests simultaneously.
· Ability to resolve patient concerns professionally, empathetically, and efficiently.
· Experience with electronic medical records (EMR), ticketing systems, or patient communication platforms preferred.
· Familiarity with HIPAA and patient confidentiality requirements.
· Experience managing Google Business Profile reviews or online customer feedback preferred.
· Ability to collaborate effectively with clinical and nonclinical departments.
· Strong attention to detail and commitment to timely follow-through.
Overall Objective
The Patient Access Coordinator serves as a central point of contact and patient advocate, ensuring that every patient inquiry is acknowledged, concerns are appropriately addressed, and outstanding requests are followed through to resolution.
The primary goal of this position is to maintain timely communication, promote departmental accountability, and ensure a smooth patient journey from initial contact through post-visit follow-up.
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