Patient Care Coordinator-Therapy Lead

PAX Health•Fairfield, NJ

About The Position

The Patient Care Coordinator – Therapy Lead supports the daily operations of the therapy department by coordinating patient care, managing therapist workflows, and serving as a central liaison between leadership and therapists. The role also provides frontline support by answering incoming call-center calls, and helps ensure smooth scheduling, clear communication, and a consistently excellent patient experience. The position oversees therapist onboarding and offboarding and scheduling setup, maintains therapist calendars and availability, supports therapy-related administrative workflows, and monitors daily schedules and communications. It also provides patient outreach and support, tracks daily therapy metrics, and upholds HIPAA standards and organizational policies.

Requirements

High school diploma or equivalent.
Proficiency in Word, Excel, and Google Suite.
Proficiency with scheduling systems and EHR platforms, including Charm and PAX.
Ability to manage multiple priorities in a fast-paced environment with accuracy and empathy.
Strong communication, organizational, and leadership skills.
Punctuality and efficiency paired with empathy and interpersonal skills.

Nice To Haves

Completion of a Healthcare Administration certificate program.
Three or more years of experience in behavioral health, patient coordination, or healthcare operations.

Responsibilities

Serve as the primary liaison with Patricia Wallace and the Therapist Leads, ensuring alignment on priorities, workflow updates, and departmental needs.
Facilitate communication between therapy providers, front-desk staff, and leadership to maintain unified patient care standards.
Attend therapy team meetings, provide updates, and ensure follow-through on action items.
Oversee therapist onboarding and offboarding and scheduling setup.
Coordinate operations to ensure smooth transitions for incoming and departing therapists.
Manage therapist scheduling, including calendar accuracy and availability updates.
Support administrative functions related to therapy operations, including transfers, referrals, and documentation workflows.
Monitor daily therapy schedules to ensure patient flow meets departmental goals.
Monitor and respond promptly to therapy-related communication channels, including email, messaging platforms, and EHR inboxes.
Ensure timely follow-up on patient inquiries, provider questions, and operational issues.
Provide warm, professional support to therapy patients throughout their treatment journey.
Conduct outreach for missed appointments, cancellations, and new-patient confirmations.
Support patient retention by addressing barriers to care and coordinating solutions with therapists and leadership.
Track daily therapy metrics, including waitlist, availability, scheduled versus attended appointments, cancellations, and no-shows.
Uphold HIPAA standards and ensure compliance with organizational policies.
Answer incoming calls to the call center.