Patient Services Coordinator

LUX Infusion•Albany, NY

5d•$22 - $26

About The Position

The Patient Services Coordinator is the central non-clinical point of contact for patients, caregivers, and referring providers, helping provide 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, offering non-clinical comfort assistance, and communicating with the clinical team to promote efficient, compassionate care. The role requires handling competing demands in a fast-paced clinical environment, protecting patient privacy, and escalating clinical or other non-routine concerns to appropriate staff. Occasional travel to other LUX Infusion locations, including Palmer or Fairbanks, may be required for training or operational support.

Requirements

Exceptional customer-service, hospitality, and interpersonal skills, with 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, particularly for scheduling, 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 collaborate 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 and perform routine front-office tasks, phone work, computer use, filing, scanning, and light lifting.
Ability to occasionally lift or move up to 25 pounds and perform the physical activities described, with reasonable accommodations as applicable.
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.
Commitment to legal, ethical, and compliance policies and procedures.

Nice To Haves

Working knowledge of medical terminology, patient registration workflows, insurance verification, benefits coordination, and authorization processes.

Responsibilities

Greet patients, caregivers, and visitors professionally and create a welcoming environment.
Manage patient check-in and check-out, verify demographic and insurance information, collect co-pays, obtain documentation, and update records.
Schedule, confirm, and coordinate infusion and injectable therapy appointments according to provider orders, treatment capacity, staffing, and patient needs.
Respond to non-clinical patient questions and requests, routing clinical concerns promptly to licensed staff.
Support patient flow by directing or escorting patients and communicating delays or schedule changes to the care team.
Offer non-clinical comfort assistance, such as refreshments, blankets, and other comfort items.
Maintain calm, clean, organized, patient-ready reception, waiting, and other patient-facing areas.
Observe and report patient concerns, distress, mobility limitations, dissatisfaction, or other non-routine issues to appropriate staff.
Explain visit flow, scheduling expectations, required forms, and general next steps within the scope of the role.
Maintain accurate, timely, and confidential records in the EMR and other operational platforms.
Assist with insurance verification, benefits review, pre-authorization tracking, and related administrative processes.
Coordinate administrative communications with referring provider offices, including documentation, scheduling, and status updates.
Prepare daily schedules, patient paperwork, and administrative materials for treatment-area readiness and clinic efficiency.
Make appointment reminders and follow-up outreach, and adjust schedules to reduce missed visits and resolve conflicts.
Provide administrative support, including scanning, faxing, filing, uploading, and organizing documentation.
Monitor front-office, hospitality, and administrative supplies and assist with ordering and restocking.
Follow infection prevention, safety, privacy, and confidentiality standards in patient-facing areas.
Participate in orientation, ongoing training, and process improvement efforts.
Address non-clinical concerns with empathy and urgency, escalating issues when appropriate.
Perform other duties assigned by the VP of AIC Operations.
Complete required annual legal and ethical compliance training and comply with organizational policies, procedures, and standards.
Support access to LUX Infusion services for people with disabilities, either directly or by coordinating appropriate assistance.