Patient Care Coordinator

AEG Vision•Hampton, VA

About The Position

At AEG, the Patient Care Coordinator is responsible for front desk operations, supporting patient flow, optimizing schedules, and coordinating across the care team. The role helps provide an efficient, high-quality patient experience through anticipating needs, communicating clearly, and proactively managing the daily schedule. The coordinator serves as the primary point of contact for patients, customers, and vendors; manages telephone, email, and digital communications; schedules and confirms appointments; verifies insurance and demographic information; and maintains accurate patient records in the EMR. The role also supports billing and payment processes, prepares charts and documentation, monitors patient flow, communicates delays, coordinates transitions with clinical and optical teams, and supports patient retention through follow-up and outreach. The position reports to duties assigned by the Practice Manager, Assistant Practice Manager, and/or Optometrist.

Requirements

High school diploma or equivalent.
Basic computer literacy and ability to learn practice management systems (EMR).
Strong organizational skills, attention to detail, and ability to manage multiple priorities.
Strong verbal and written communication skills with a focus on patient-centered service.
Strong interpersonal skills and ability to work collaboratively across teams.
Ability to proactively identify issues and contribute to solutions in a fast-paced environment.
Ability to maintain patient and practice confidentiality.

Responsibilities

Greet patients, customers, and vendors in a friendly, professional, and welcoming manner, serving as the primary point of contact for patient interactions.
Answer telephone calls, respond to inquiries, and manage email or digital communications in a timely and professional manner.
Schedule patient appointments and support provider schedule optimization, including managing cancellations, reschedules, and same-day fill opportunities.
Execute appointment confirmation and reminder processes to reduce no-show rates and help patients prepare for visits.
Verify insurance eligibility and patient demographics before appointments; accurately enter and maintain complete information in the EMR.
Understand insurance plans and communicate coverage, benefits, and patient financial responsibility.
Prepare patient charts and required documentation in advance of visits to support efficient patient flow.
Collect and document charges, co-pays, and payments in the EMR; allocate balances appropriately and support claim preparation and submission.
Run reports and review accounts to ensure charges are billed, filed, and up to date.
Monitor daily patient flow and provider schedules to identify bottlenecks, delays, or overlaps; communicate and adjust as needed.
Communicate proactively with patients regarding wait times, delays, and next steps.
Coordinate with clinical and optical teams to support smooth patient transitions and continuity of care.
Support patient retention through follow-up, recall, and reactivation outreach, including annual and medically necessary appointments.
Help maintain an organized, clean, and patient-ready front office environment.
Perform other duties as needed and assigned by the Practice Manager, Assistant Practice Manager, and/or Optometrist.