PATIENT SERVICES COORDINATOR

Center for Vein Restoration•Greenbelt, MD

1d•Onsite

About The Position

The Patient Services Coordinator (PSC) is responsible for handling all inbound calls from new and existing patients. They may be assigned outbound calls to patients and prospects for all purposes where patient communication as needed. The PSC’s provide outstanding service and impact CVR revenues through the conversion of calls from new patients to a scheduled treatment plan, maximizing patient retention by tracking patient's from the first inquiry call to the completion of treatment, and rescheduling appointments as needed.

Requirements

High School Diploma or equivalent required
Customer service or call center experience preferred
Strong communication and interpersonal skills
Ability to multitask in a fast-paced environment
Strong attention to detail and organizational skills
Comfortable working with multiple systems and technology platforms

Nice To Haves

Spanish preferred

Responsibilities

Handle high-volume inbound calls from new and existing patients using Five9
Schedule new patient appointments following approved protocols and availability
Maintain strong conversion performance from inquiry to scheduled appointment
Ensure all patient interactions are professional, efficient, and patient-focused
Accurately document all calls and updates in the system
Schedule appointments based on availability, location, and patient needs
Identify opportunities to assist patients with additional services or follow-ups
Provide clear and accurate information regarding procedures, locations, and next steps
Support patients throughout the scheduling process to ensure a smooth experience
Enter and verify patient demographics, insurance, and contact information accurately
Utilize scheduling systems and tools effectively, including Five9 and EMR platforms
Maintain detailed and accurate documentation for all patient interactions
Meet or exceed established KPIs, including conversion rate, quality assurance scores, and call handling expectations
Maintain high availability and adherence to schedule
Follow all call handling guidelines, workflows, and quality standards
Participate in coaching, training, and continuous improvement initiatives
Conduct outbound calls as needed for follow-ups, rescheduling, or patient support
Assist with appointment confirmations, no-show follow-ups, and patient retention efforts
Collaborate with supervisors and leadership to support daily operations
Assist with task completion and workflow management as assigned
Adapt to changes in processes, systems, and priorities