Patient Services and Registration Coordinator

Roots Community Health Center•Oakland, CA

5d•Onsite

About The Position

Under the supervision of the Senior Manager of Patient Services and Registration, the Patient Services and Registration Coordinator is a key operational and leadership resource for the team. This highly visible, patient-facing role supports high-quality service, staff training, workflow oversight, problem-solving, and daily operations across sites. The Coordinator maintains comprehensive knowledge of Patient Services and Registration functions, including specialty referrals, intakes, eligibility, and EHR documentation, while reinforcing standards for quality, consistency, accountability, and compliance. The role serves as a point of contact for staff, supports workflow performance, identifies concerns, and escalates issues as appropriate while modeling professionalism, sound judgment, and adherence to established workflows. It does not carry direct supervisory responsibility and requires a variable schedule, with flexibility to work in any Patient Services or Registration function at any Roots site as needed.

Requirements

Bachelor’s degree and 2 years of relevant experience, or Associate degree and 3 years of relevant experience, including at least 3 years in patient registration, scheduling, referrals, intake, or related healthcare operations.
Knowledge of registration, scheduling, intake, eligibility, referrals, insurance verification, and EHR workflows.
Experience training or guiding staff or peers.
Strong organization, communication, customer service, problem-solving, and judgment.
Cultural humility and ability to work effectively with diverse populations.
Ability to collaborate and support team development.
Openness to receiving and applying feedback and learning to support continued growth.
Ability to remain calm under pressure and de-escalate conflict using trauma-informed, culturally responsive approaches when supporting distressed patients, visitors, and staff.
Proficiency with Microsoft Office, Google Workspace, EHR systems, and Medi-Cal processes.
Ability to work on-site full-time on a variable schedule across Roots sites as needed.

Nice To Haves

Experience in a community clinic, FQHC, nonprofit, or safety-net setting.
Experience serving underserved communities.

Responsibilities

Engage patients and visitors warmly and professionally to provide a welcoming experience.
Answer phone lines, route calls, and schedule appointments.
Identify patient needs and resolve concerns promptly and professionally.
Support clinic flow and efficient front desk operations; communicate patient experience concerns as appropriate.
Educate patients on intake, referral, scheduling, and access processes.
Oversee new-patient intake and ensure required documentation is complete and accurately reflected in the EHR.
Verify patient demographics, insurance, eligibility, and registration data.
Submit, verify, and follow up on specialty referrals and authorizations, including appointment linkage and required documentation.
Monitor intake, referral, registration, and project workflows for timeliness, accuracy, and quality.
Serve as a point of contact and trainer on workflows, policies, and expectations for Patient Services and Registration staff across clinic and Behavioral Health settings.
Provide workflow guidance and constructive feedback to support staff development and improvement.
Maintain working knowledge of core Patient Services and Registration functions.
Model professionalism, integrity, accountability, and sound judgment while fostering a positive, supportive team environment and patient experience.
Recognize staff contributions, milestones, and accomplishments to support team engagement.
Support implementation and reinforcement of policies, procedures, workflows, and new initiatives.
Participate in chart audits, billing audits, quality reviews, and other compliance activities.
Coordinate with Finance, Data, Clinical, Billing, and other teams on compliance reporting and operational needs.
Maintain accurate EHR documentation and protect patient and employee confidentiality in accordance with HIPAA, compliance requirements, and Roots policies.
Identify issues requiring escalation and coordinate appropriate next steps.
Partner with Patient Services and Registration leadership to strengthen team consistency and performance, communicating trends, concerns, and workflow needs in a timely manner.
Collaborate across departments to promote continuity of care and positive patient outcomes.
Provide coverage across Patient Services and Registration functions at Roots clinics as operationally needed.
Perform other duties as assigned.