Patient Service Coordinator

Department/Group: Care Ring Clinic
Reports To: Care Ring Clinic Supervisor
Supervisory Responsibility: ☐ Yes ☒ No
Position Type: ☒ Full Time ☐ Part Time ☐ Intern ☐ Contractor
Exemption Status: ☐ Exempt ☒ Non-exempt
Schedule: Monday - Friday 8:00 to 5:00 PM
Salary: $20.00 per hour
Travel Required: ☐ Yes ☒ No
License(s) Required: RMA certification (AMT or ARMA), Current CPR/BLS certification

Care Ring, Inc. Founded in 1955, Care Ring is a nonprofit organization dedicated to providing health services for the uninsured, underinsured or those lacking access to affordable, high-quality preventive health care. The organization annually serves more than 7,600 people in Mecklenburg County and is a leader in collaborative efforts to improve community health. Our Mission is to empower individuals with limited resources to establish and maintain good health. We envision a community that promotes, protects and improves the health and wellbeing of all people. Care Ring is a vital link in achieving this vision.

Summary

The Patient Service Coordinator plays a vital role in ensuring efficient clinic operations through comprehensive administrative care coordination and referral management. This position serves as the administrative backbone of the clinic's care coordination efforts, managing the referral workqueue, insurance verification, prior authorization processes, and patient access support. The Patient Service Coordinator works collaboratively with the clinical team to ensure patients receive timely, coordinated care while removing administrative barriers to treatment. This position is essential to Care Ring's mission of providing accessible, high-quality healthcare to our community by facilitating seamless transitions between services and ensuring patients can access the care they need.

Responsibilities
Referral Management & Workqueue Coordination:

• Manage and prioritize the daily referral workqueue, ensuring timely processing of all referrals
• Coordinate specialist appointments and follow-up care for patients
• Track referral status from initiation through completion and communicate updates to patients and providers
• Maintain accurate documentation of all referral activities in the electronic health record (EHR)
• Follow up on pending referrals and resolve any administrative barriers to completion

Insurance Verification & Prior Authorization:

• Verify insurance coverage and eligibility prior to scheduled appointments and procedures
• Complete and submit prior authorization requests for procedures, medications, imaging, and specialist visits
• Follow up on pending authorizations and communicate approval status to patients and providers
• Navigate insurance company requirements and appeal denials when appropriate
• Maintain current knowledge of insurance plan requirements and authorization processes
• Document all insurance verification and authorization activities in patient records

Patient Access & Care Coordination Support:

• Conduct new patient registration, including collecting demographic information, insurance details, and medical history
• Complete new patient intake paperwork and ensure all required documentation is obtained
• Orient new patients to clinic services, policies, and patient portal access
• Contact patients to confirm appointments and ensure they understand pre-visit requirements
• Assist patients in understanding their insurance benefits and financial responsibilities
• Connect patients with community resources and Care Ring programs as needed
• Coordinate transportation assistance and other social determinants of health (SDOH) support when needed
• Serve as a liaison between patients and the clinical team regarding administrative care coordination needs

Administrative Duties:

• Maintain organized systems for tracking referrals, authorizations, and patient follow-up
• Generate reports on referral completion rates and authorization timelines
• Participate in quality improvement initiatives related to care coordination
• Assist with patient portal messaging related to administrative matters
• Process prescription refill requests and coordinate with pharmacy services
• Maintain confidentiality and comply with HIPAA regulations

Clinical Support (as needed):

• Room patients and obtain vital signs when clinic volume requires additional MA support
• Assist with basic clinical procedures under provider supervision
• Prepare examination rooms and maintain clinical supply inventory
• Support vaccination clinics and health screenings as scheduled

Collaboration & Communication:

• Work closely with the RN and clinical staff to ensure seamless care coordination
• Communicate effectively with insurance companies, specialists' offices, and community partners
• Escalate clinical concerns to the RN or providers as appropriate
• Participate in team meetings and contribute to process improvement discussions
• Provide excellent customer service to patients, families, and community partners

Qualifications and Education Requirements
Required:

• High school diploma or equivalent
• Completion of an accredited medical assistant program
• Current Registered Medical Assistant (RMA) Or equivalent MA certification
• Current CPR/BLS certification
• Minimum 1-2 years of experience in medical office setting, preferably in primary care or community health
• Proficiency with electronic health record (EHR) systems
• Strong understanding of insurance verification and prior authorization processes
• Excellent organizational and time management skills
• Strong written and verbal communication skills
• Ability to work independently and prioritize multiple tasks simultaneously
• Professional demeanor and commitment to patient-centered care
• Valid driver's license and reliable transportation

Preferred:

• Experience with referral management and care coordination
• Knowledge of community health center operations and patient populations
• Bilingual capabilities (Spanish/English preferred)
• Familiarity with Medicaid, and programs serving patients without health insurance
• Experience working with underserved or vulnerable populations
• Knowledge of social determinants of health and community resources

Preferred Skills

• Advanced proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Experience with multiple EHR platforms
• Strong problem-solving abilities and adaptability
• Demonstrated ability to navigate complex insurance systems
• Cultural competency and sensitivity to diverse patient needs
• Detail-oriented with strong follow-through
• Team player with collaborative approach to patient care
• Ability to remain calm and professional in high-volume, fast-paced environment

Physical Requirements

• Ability to sit for extended periods while performing computer work
• Occasional standing, walking, and light lifting (up to 25 lbs)
• Manual dexterity for computer keyboard and phone use
• Visual acuity for reading computer screens and medical documents

Benefits: Major Medical, Dental, Vision, Employer Paid Benefits to include Basic Life and AD&D, Short-term & Long-term Disability, Accident and Critical Illness Plans, Hospital Indemnity, Paid Holidays, and up to 20 vacation days your first year