Patient Services Coordinator II

University of Colorado•Aurora, CO

22h•Onsite

About The Position

The Patient Services Coordinator is responsible for providing outstanding customer service to the assigned physicians, referring providers and patients within the Division of Maternal Fetal Medicine. The individual in this position will perform a broad spectrum of duties related to the effective and efficient scheduling of patients for outpatient visits and procedures in the Maternal Fetal Medicine offices. This includes maintaining precise interactions with nurses, physicians, and any other departments or functions involved in the delivery of patient care services. The individual in this position will function as the liaison between the patient and the providers for all non-clinical issues, including scheduling office visits and procedures within the clinics, communicating pre-appointment instructions and appointment confirmations, and managing insurance verifications and/or pre-authorizations as necessary. The Patient Services Coordinator will NOT disseminate any clinical information such as diagnosis, test results, or post-care instructions. While core functions align with established scheduling, referral, and insurance verification systems, this position requires the exercise of independent judgment and practical problem-solving when standard procedures do not fully address the situation at hand. This includes adjusting scheduling approaches in response to fluctuating clinic volume, provider schedule changes, or urgent add-on requests; troubleshooting non-standard insurance or referral complications such as lapsed authorizations or conflicting payer requirements and determining the appropriate next step when the standard workflow does not resolve the issue; adapting patient communication methods based on individual circumstances such as language barriers, health literacy, or repeat cancellations; coordinating with clinical staff and referring provider offices to adjust patient flow during unexpected disruptions; determining whether scheduling, referral, or intake exceptions fall within established guidelines or require escalation; using multiple software systems and platforms to reconcile discrepancies in patient records, appointment data, or authorization status; and identifying recurring gaps in existing workflows and proposing process improvements to team leadership.

Requirements

High School Diploma or GED.
2+ years of direct patient/client-facing experience
Applicants must meet minimum qualifications at the time of hire.
Applicants must be legally authorized to work in the United States without requiring sponsorship.
Must be able to work in-person.
Must be able to travel to alternate locations as assigned.
Ability to maintain a positive attitude with clients, employees, and management.
Ability to work quickly – individually and as part of a team.
Ability to read, analyze, and interpret policies, documents, and regulations.
Must be detail-orientated and maintain excellent organizational skills.
Must be tech savvy (ability to understand, apply, and benefit from technology).
Ability to effectively communicate at all levels, to include physicians, leadership, and staff.
Ability to work within large, complex healthcare systems.
Ability to attest to computer proficiency and learn new computer applications.
Ability to keyboard/type, write legibly, and accurately record information.
Ability to analyze and interpret data.
Ability to organize workflow with particular focus on tracking patient care and improving patient flow.
Effectively copes with fast-paced environment and typical job stressors.
Ability to deal calmly and courteously with people.
Ability to follow oral and written instructions and established procedures.
Ability to multitask efficiently and effectively while maintaining quality control standards.
Ability to maintain accuracy, consistency, and confidentiality.
Demonstrates personal integrity, honesty and sincerity at all times.
Ability to perform basic filing, office procedures and word processing.
Ability to adhere to all policies and procedures, including but not limited to standards for safety, attendance, punctuality, and personal appearance.

Nice To Haves

EPIC experience.
MS Office experience.
Bilingual, Spanish-speaking.
Understanding of HIPAA practices and patient confidentiality.
Experience with data analysis and presenting data to internal stakeholders
Four (4) years or more of administrative experience in a health-care setting.
Current Basic Life Support (BLS) for Healthcare Providers issued by American Heart Association or American Red Cross healthcare provider level CPR certification or be willing, able, and eligible to obtain certification within 30 days of employment.

Responsibilities

Schedule new patient outpatient visits, including completing data entry in Epic and preparing all necessary documentation within medical records for the physician(s) to review.
Must understand the relative timeline of patient visits and procedures and schedule accordingly. This will frequently require working with multiple room schedules and adjusting based on each patient’s needs.
Obtain, input, and assess referrals as necessary for all clinic patient encounters, procedures and genetic testing as needed.
Assess availability and trends in template fill to identify highest need areas and prioritize patient scheduling based on Serve as a liaison for the patients in relation to all non-clinical issues; resolve issues based on independent judgement.
Triage new patient referrals (fax and phone) with direction from the clinical team; email out new patient information.
Answer incoming patient phone calls.
Cross cover for patient services representatives when needed and understand and demonstrate responsibility and accountability for all reception, registration and front-end practices.
Demonstrates excellence in customer service and satisfaction levels for internal and external customers.
Establishes and maintains effective working relationships with leadership, physicians, colleagues and patients, addresses concerns in a forthright manner.
Performs core responsibilities of position efficiently and effectively within parameters of organization policies, procedures, and external governmental agencies.