Patient Coordinator Team Lead, Behavioral Health, Baptist

About Baptist Health

Recognized as a top place to work in health care, Baptist Health cares for more patients in Northeast Florida than any other provider, ranking as “most preferred” for more than 30 years. We’re Jacksonville's only locally governed, faith-based, not-for-profit health system and provide a full spectrum of preventive and specialty care through 200+ locations and six hospitals. Our centers of excellence include Baptist MD Anderson Cancer Center, Baptist Heart Hospital, Baptist Neurological Institute and Wolfson Children's Hospital.

Baptist Medical Center is looking for a New Patient Coordinator Team Lead to join our Behavioral Health Department. This is a Full Time Days opportunity working Monday through Friday at our Baptist Downtown campus.

Baptist Jacksonville is a Magnet™ designated hospital, the gold standard for excellence in patient care. We serve families throughout the area with high-quality, comprehensive care for every stage of life.

• Accurately registers new patients and performs New Patient Coordinator duties as needed.
• Provides day-to-day support and guidance to New Patient Coordinators.
• Assists patients with scheduling and helps match patient care needs with appropriate Behavioral Health services.
• Supports multi-line telephone coverage and assists with patient calls during increased volume or staffing needs.
• Assists with insurance verification, benefit questions, referrals, authorizations, and other patient access requirements.
• Serves as a resource for team members with questions related to scheduling, registration, insurance, referrals, authorizations and established departmental workflows.
• Assists with complex patient access concerns and escalates issues to leadership when appropriate.
• Supports daily workflow coordination, including phone queues, work queues, referrals, shared work, and workload distribution.
• Assists with training and onboarding new and existing New Patient Coordinators.
• Reinforces established departmental procedures, scheduling guidelines, documentation standards, and patient access workflows.
• Assists with identifying workflow concerns, recurring errors, and training opportunities and communicates concerns to leadership.
• Works collaboratively with patients, providers, physician practices, insurance companies, clinical departments, and internal teams.
• Maintains confidentiality and follows established organizational and patient privacy requirements.
• Provides direct New Patient Coordinator coverage during staffing shortages, increased volume, or other operational needs.
• Works onsite a minimum of three days per week and performs remote work in accordance with departmental guidelines and operational needs.
• Performs other duties as assigned to support Behavioral Health patient access operations.

• Medical experience
• Customer service experience
• Insurance experience
• Patient registration or scheduling experience
• Previous lead, training, or demonstrated subject matter expert experience preferred
• Behavioral Health experience preferred

• High School Diploma or equivalent required

Downtown - Main Building