Patient Services Coordinator

LUX Infusion•Albany, NY

10d

About The Position

The Patient Services Coordinator serves as a central non-clinical point of contact for patients, caregivers, and referring providers, helping ensure a welcoming, seamless, and supportive experience throughout the patient journey. The role coordinates front-end operations, including scheduling, registration, insurance-related administrative support, patient communications, and visit flow. The coordinator also supports the patient experience in the infusion center by helping maintain a calm, organized, hospitality-driven environment, providing non-clinical comfort support, and communicating with the clinical team to promote efficient, compassionate care. The position requires accurate and confidential recordkeeping, administrative support for clinic and clinical staff, and adherence to infection prevention, safety, privacy, and confidentiality standards. The role may occasionally require travel to other LUX Infusion locations, including Palmer or Fairbanks, for training or operational support. Other duties may be assigned by the VP of AIC Operations.

Requirements

Exceptional customer service, hospitality, and interpersonal skills, with a strong commitment to patient comfort, dignity, and satisfaction.
Strong verbal and written communication skills and the ability to interact professionally and compassionately with patients, caregivers, providers, and coworkers.
Ability to manage multiple priorities in a fast-paced healthcare environment while maintaining attention to detail and professionalism.
Strong organizational and time-management skills, especially for scheduling, patient registration, and administrative follow-through.
Ability to maintain composure, discretion, and sound judgment in high-volume, emotionally sensitive, or rapidly changing situations.
Proficiency with EMR systems, scheduling software, Microsoft Office applications, and standard office equipment.
Ability to recognize issues requiring immediate escalation to licensed clinical staff.
Ability to work collaboratively with nursing staff, providers, intake personnel, leadership, and referring offices.
Adaptability, initiative, and problem-solving skills in support of operational efficiency and high-quality patient service.
Ability to sit, stand, walk, bend, and move throughout the clinic for extended periods.
Ability to perform routine front-office and administrative tasks, including phone work, computer use, filing, scanning, and light lifting of office or supply items.
Comfort working in a dynamic clinical environment serving diverse patient populations with acute and chronic health conditions.
Willingness to travel occasionally to other LUX Infusion locations, including Palmer or Fairbanks, for training or operational support.
Ability to occasionally stand, walk, or sit; use hands to handle objects, tools, or controls; reach; climb stairs; balance; stoop, kneel, crouch, or crawl; and talk or hear.
Ability to occasionally lift and/or move up to 25 pounds.
Required vision abilities include close, distance, color, and peripheral vision, depth perception, and the ability to adjust focus.
Employees are expected to comply with LUX Infusion’s legal, ethical, and compliance policies, follow the Compliance Manual, and refrain from unethical or unlawful behavior.

Nice To Haves

Working knowledge of medical terminology, patient registration workflows, insurance verification, benefits coordination, and authorization processes.
Deep care about the human impact of the work.
Clear communication and effective collaboration skills.
Strong ownership and accountability.
Comfort learning, adapting, and growing in a dynamic environment.
Desire to be part of a team that values empathy and high standards.

Responsibilities

Greet patients, caregivers, and visitors warmly and professionally.
Manage patient check-in and check-out, verify demographic and insurance information, collect co-pays, obtain required documentation, and update records.
Schedule, confirm, and coordinate infusion and injectable therapy appointments according to provider orders, treatment capacity, staffing availability, and patient needs.
Respond to non-clinical patient questions and service needs, routing clinical questions or concerns promptly to licensed staff.
Support patient flow by directing or escorting patients and caregivers and communicating delays or schedule changes to the care team.
Offer non-clinical comfort support, such as refreshments, blankets, comfort items, and general assistance.
Maintain calm, clean, organized, patient-ready reception, waiting, and other patient-facing areas.
Observe and promptly report patient concerns, distress, mobility limitations, dissatisfaction, or other non-routine issues to appropriate clinical or leadership staff.
Help patients and caregivers understand visit flow, scheduling expectations, required forms, and general next steps within the role’s scope.
Maintain accurate, timely, and confidential patient records in the EMR and other operational platforms.
Assist with insurance verification, benefits review, pre-authorization tracking, and related administrative processes.
Communicate with referring provider offices about documentation, scheduling coordination, status updates, and other administrative needs.
Prepare daily schedules, patient paperwork, and administrative materials for treatment-area readiness and clinic efficiency.
Conduct appointment reminder calls and follow-up outreach, and make scheduling adjustments to reduce missed visits and resolve conflicts.
Provide administrative support to clinic operations and clinical staff, including scanning, faxing, filing, uploading, and organizing documentation.
Monitor front-office, hospitality, and administrative supplies and assist with ordering and restocking.
Uphold infection prevention, safety, privacy, and confidentiality standards in reception and patient-facing areas.
Participate in orientation, ongoing training, and process improvement efforts; stay current on policies, procedures, software systems, and service expectations.
Respond empathetically and professionally to non-clinical concerns as part of service recovery, escalating issues when appropriate.
Perform other duties as assigned by the VP of AIC Operations.
Participate annually in required legal and ethical compliance training and comply with organizational legal, ethical, and compliance policies and procedures.
Support the organization’s mission, vision, and values through integrity, dedication, compassion, collaboration, quality, accountability, and continuous improvement.