Patient Services Coordinator

Job Details

Job Location:

Clinical Support Center
- Greenbelt, MD 20770

Position Type:
Full Time

Education Level: High School

Salary Range: $18.00 - $19.00 Hourly

Travel Percentage:
None

Job Shift: Day

Job Category:
Health Care

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 is needed. The PSC provides outstanding service and impacts CVR revenues through the conversion of calls from new patients to a scheduled treatment plan, maximizing patient retention by tracking patients from the first inquiry call to completion of treatment, and rescheduling appointments as needed.

• Fast paced, learning work environment
• No weekends/no nights
• Bonus eligibility
• Medical, Dental & Vision insurance
• 401k Program
• Tuition reimbursement
• PTO + 8 paid holidays
• Centers closed for holidays
• Opportunity for continued growth & development

Monday
- Friday
9:30am - 6pm

• 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

• 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
• Spanish preferred