Patient Communication Coordinator

Eyetastic Services•Fishers, IN

About The Position

A boutique eye care practice is seeking a Patient Communication Coordinator to join its Patient Experience team. As the first point of contact for patients and families, this role helps provide a warm, professional, and helpful experience with every call. The coordinator handles incoming call-center communications, provides information, schedules appointments, coordinates referrals, and addresses patient concerns with empathy and professionalism. The role represents the practice and supports its commitment to exceptional care and service. This is a full-time position of up to 40 hours per week in a call center environment, supporting multiple practice locations and provider schedules.

Requirements

Strong and friendly verbal communication skills.
Exceptional organizational skills and attention to detail.
Ability to multitask in a fast-paced environment.
Comfort with computers and learning new systems, including EHR, scheduling platforms, and email.
Empathy and discretion when handling sensitive patient situations.

Nice To Haves

One to two or more years of experience in a healthcare office, scheduling, patient access, or call-center environment.
Experience with EHR systems and appointment scheduling.
Familiarity with discussing fees, payment options, or insurance basics.
Customer service experience in healthcare, retail, hospitality, or a similar field.

Responsibilities

Answer incoming calls promptly and empathetically, listen actively to understand patient needs, and route or escalate calls appropriately.
Provide accurate information about services, appointment processes, and what patients can expect.
Schedule exams, follow-ups, specialty visits, and urgent appointments using electronic health records (EHR) and scheduling tools.
Coordinate schedules across multiple providers and locations to optimize daily clinic flow.
Manage appointment changes, cancellations, and reschedules efficiently to maintain access and minimize downtime.
Support referral calls by collecting and communicating key information with referring offices.
Place reminder calls or messages and accurately document call outcomes in practice systems.
Identify and report recurring issues or bottlenecks to leadership.
Resolve scheduling conflicts and patient concerns with a proactive, solutions-focused approach.
Uphold patient privacy and confidentiality in accordance with HIPAA and company policies.