Employee Name: Hire Date:
General Information
Job Title
Patient Care Coordinator
Department
Front Desk
Location
Arlington/Mansfield
FSLA Status
Fulltime Part time PRN
Non-Exempt Exempt
Reports to
Manager of Operations
Supervises
N/A
Job Summary
Participate in all aspects of the Front Office Department, working with clinical and non-clinical staff to ensure a smooth and efficient flow of patients at TMI Sports Medicine & Orthopedic Surgery. To provide direction and knowledge in all aspects of team functions. The Patient Care Coordinator serves as a primary point of contact for patients throughout their care journey. This role is responsible for ensuring positive patient experience by coordinating appointments, facilitating communication between patients and clinical staff, managing scheduling needs, and supporting efficient clinic operations. The Patient Care Coordinator plays a vital role in delivering exceptional customer service while maintaining accuracy, professionalism, and compliance with all organizational policies.
Principal Duties and Responsibilities
Patient Experience & Customer Service
Provide exceptional customer service in person, by phone, and through electronic communications in a professional, friendly, and welcoming manner.Assist patients with questions regarding appointments, referrals, forms, and general office procedures.Address patient concerns promptly and escalate issues when appropriate.Maintain patient confidentiality and comply with HIPAA regulations at all times.Scheduling & Care Coordination
Schedule, reschedule, and confirm patient appointments accurately.Coordinate patient care across providers, departments, ancillary services, and outside facilities as needed.Assist with referrals, authorizations, imaging appointments, therapy appointments, and follow-up visits.Ensure patients receive appropriate instructions and information prior to appointments.Registration & Administrative Support
Verify and update accurate patient demographic and insurance information.Ensure proper authorization or referral is on file prior to scheduling.Prior to scheduling collect outstanding copayments, balances, and other patient financial responsibilities in accordance with practice policies.Maintain accurate documentation within the electronic medical record (EMR).Communication & Follow-Up
Serve as a liaison between patients, providers, clinical staff, and ancillary departments.Return patient phone calls, portal messages, and other communications in a timely manner.Follow up with patients regarding appointment changes, referrals, diagnostic testing, and physical therapy appointments.Communicate scheduling updates and operational changes effectively to patients and staff.Operational Support
Assist with maintaining clinic flow and patient throughput by scheduling appointments in a timely manner.Monitor work queues and assigned tasks to ensure timely completion.Support departmental goals related to patient satisfaction, access, and operational efficiency.Participate in process improvement initiatives and team meetings.Perform additional duties as assigned.Job Qualifications
Education
High school diploma or GED required. Associate degree or healthcare-related education preferred.Specific Job Experience
Minimum of 1-2 years of customer service experience requiredPrevious healthcare, medical office, or patient scheduling experience preferredExperience with EHR utilization; experience with Athena a plusKnowledge, Skills and Abilities
Excellent verbal and nonverbal communication skills. Spanish speaking fluency is welcomed but not required.Excellent verbal and written communication skills. Strong organizational, prioritization and multitasking abilities. Ability to maintain professionalism and composure in a fast-paced environment. Strong attention to detail and accuracy. Proficiency with Microsoft Office and electronic medical record systems. Ability to work independently and collaboratively within a team. Demonstrates empathy, patience, and a patient-centered approach to care. Ability to work in a fast-paced clinic environment with outstanding attention to detailPhysical Demands/Work Environment
These physical demands and work environmental characteristics are representative of those necessary for an employee to successfully perform the essential functions of this job. Reasonable accommodation can be made to enable people with disabilities to perform the essential functions.
PHYSICAL REQUIREMENTS
Frequency
None
Some
Freq.
Very
Freq.
Key
Some – 1-4 times/day
Lifting > 50 lbs.
X
Freq – 20-40 times/day
Very Freq – >50 times/day
Lifting > 20 lbs.
X
Pushing > 50 lbs.
X
Pulling > 50 lbs.
X
Stooping, Kneeling
X
Crawl
X
Climb
X
Balance
X
Physical Requirements:
Hazards:
Mental/Emotional Requirement:
Perform shift work
Exposure to toxic/chemical/detergents
Manage stress appropriately
Maneuver weight of patients
Exposure to extreme hot/cold conditions
Handle multiple priorities
Hear alarm/phone/equipment
Exposure to dust/fumes/drafts
Works alone
Manual dexterity (hand/eye coordination)
Exposure to moving mechanical parts
Manage anger/fear/hostility
/violence
Reach above shoulder
Exposure to potential electrical shock
Work in areas that are
confined and/or crowded
Repetitive arm/hand movement
Exposure to X-ray/electromagnetic energy
Finger dexterity
Exposure to high pitched noises
Working Conditions
Color vision
Exposure to communicable diseases
INSIDE [Specify major
conditions]
Acuity – Near
Exposure to pathogen exposure
Acuity – Far
Exposure to risk exposure
OUTSIDE [Specify major
conditions]
Depth perception
Use of latex gloves
Work Positions (% of time spent):
Sitting: 20% Standing: 60% Walking: 20%
Conclusion
The above duties and responsibilities may be essential job functions subject to reasonable accommodations. All job requirements listed indicate the minimum of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. Employees may be required to
perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodations.
Authorization
I have reviewed the job description and received a copy of it. I attest that I can perform all essential functions of this position including the physical and mental/emotional demands of the position with or without reasonable accommodations.
Job Holder Signature
Date
Department: Billing
Reports to: Revenue Cycle Manager
Location: Arlington, TX
Employee Type: Full-Time
FLSA Status: Non-exempt - Hourly
Summary: The AR/Billing Analyst is responsible for coordinating patient and insurance billing for our multi-specialty orthopedic group and providing patient care excellence by performing the following duties:
Essential Duties and Responsibilities include the following:
Responsible for following entire revenue cycle from charge entry through insurance and patient payments.Work through an electronic claims worklist to follow up with insurance companies to investigate status of claims. Appeal denials, resubmit claims, send medical records and process any additional information as needed.Work in partnership with Athena to ensure claims have processed correctly and payments have been posted correctly.Answers telephone, and responds to inquiries from insurance carriers, patients and co-workers.Investigate and resolve billing discrepancies resulting in overpaid/underpaid accounts.Establishes payment plans to help patients manage payment of bills.Confers with doctors, nurses, and other health personnel to assure complete, current, and accurate medical records.Operates computer to process, store, and retrieve health information.Communicate any trends, discrepancies and underpayments to the Revenue Cycle Manager immediately.Submit refunds for processing by the Revenue Cycle Manager.Other duties may be assigned.Supervisory Responsibilities
This job has no supervisory responsibilities.
Education and/or Experience
High school diploma or general education degree (GED). Two to three years related experience and/or training; or equivalent combination of education and experience a must.
Skills and Abilities
Strong computer skills
Working knowledge of commercial and government insurance
Effective communication skills
Ability to work independently and as part of a team
Other Qualifications
Previous medical billing and surgery billing experience required
Prior customer service representative experience required
Experience with billing program software, Athena, preferred
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