Patient Access Center Coordinator

Houston Methodist • Katy, TX

5d

About The Position

The Patient Access Center Coordinator coordinates the department’s daily functions and operations to maintain appropriate service levels and workstreams. In partnership with management, the coordinator ensures patients are scheduled at their assigned locations and financially cleared before appointments through accurate, timely scheduling, registration, and verification of eligibility and benefits. The role promotes timely, professional customer service; investigates patient concerns at the first level; assists with auditing and quality review; supports team training; and recommends process improvements.

The coordinator helps deploy staff and manage coverage, facilitates daily pod meetings, provides limited call support during escalations or high-volume periods, resolves frontline escalations, and analyzes patient concerns to recommend corrective actions. The role supports onboarding, coaching, quality reviews, performance improvement, policy and workflow development, and operational improvements. It also assists with purchasing, inventory, account management, and preliminary timecard reviews under management guidance.

The position is exempt and requires business-professional attire. Employees may be required to be on call during emergencies. Travel within the Houston metropolitan area may be required; travel outside the area is not required.

Requirements

• High school diploma or equivalent education.
• Five years of experience in a healthcare setting or call center operations.
• Demonstrated skills and competencies necessary to perform the assigned job safely, as assessed through ongoing skills and competency assessments and performance evaluations.
• Sufficient English speaking, reading, and writing proficiency to perform essential job functions, particularly those affecting patient or employee safety or security.
• Ability to communicate effectively with patients, physicians, family members, and coworkers in a customer-service-focused manner using positive language.
• Ability to multitask, prioritize, and adapt to department needs.
• Excellent written, verbal, telephone, in-person, and interpersonal communication skills.
• Critical-thinking skills and ability to apply independent judgment.
• Analytical skills to synthesize data and identify trends.
• Ability to remain calm and patient in stressful situations.
• Positive demeanor and ability to work with peers as part of a team.
• Working knowledge of a Windows PC environment and word processing, with basic Excel, Word, and PowerPoint knowledge.
• Proficiency in an electronic medical record system.
• Strong organizational skills and attention to detail.
• Strong training, coaching, and leadership skills.

Nice To Haves

• Associate’s degree preferred.
• Clinical knowledge and experience, including a strong understanding of medical terminology, preferred.

Responsibilities

• Coordinate daily department operations in partnership with management and support professional, timely communication with patients.
• Support onboarding and training of new agents, and collaborate with the Training team to update training content when operations change.
• Serve as a preceptor, mentor, and resource to less experienced staff; model healthy work relationships and help resolve conflicts and problems.
• Discuss department performance metrics and recommend improvements to performance and employee engagement.
• Coordinate daily staffing coverage and deployment across pods and workstreams to maintain service levels.
• Facilitate daily pod meetings to share performance insights, workflow updates, and team priorities.
• Provide limited call support during escalations or high-volume periods.
• Investigate patient issues and concerns, conduct root cause analysis, recommend corrective actions, resolve frontline escalations, and determine when leadership triage is needed.
• Support ongoing refresher training based on agent performance trends and operational needs.
• Assist management in designing and implementing department policies, standards, and procedures; measure results against metrics and make adjustments.
• Coordinate operational support tasks and implement workflow and process improvements.
• Conduct workflow assessments with schedulers to improve department performance and patient satisfaction.
• Collaborate with Workforce Management on real-time scheduling adjustments and call-flow escalations.
• Conduct structured coaching discussions using data and call-quality metrics, and recommend performance improvement plans to management.
• Support purchasing, inventory control, and monthly account management; perform preliminary timecard reviews and identify discrepancies for manager follow-up.
• Manage time and prioritize tasks effectively while minimizing incidental team overtime.
• Suggest process improvements and assist with strategic planning initiatives.
• Stay informed about system changes and help others incorporate changes accurately and promptly.
• Maintain communication with physicians, patients, service areas, and other parties regarding actions taken and resolutions.
• Travel within the Houston metropolitan area as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED