Description:
The Patient Services Coordinator – Complex Scheduler performs advanced and time-intensive scheduling functions to support complex surgical procedures, imaging services, and specialized treatments that occur outside of the primary clinic setting, including hospitals and outpatient radiology centers. This role coordinates care across multiple specialties and departments to ensure patients receive seamless and timely care throughout the treatment process.
Approximately 75% or more of the role involves coordinating complex cases performed in ambulatory surgery centers or inpatient settings, including pre-operative and post-operative testing, procedural clearances, and multi-specialty care coordination. The Complex Scheduler serves as the primary point of contact for patients and their families, ensuring effective communication, accurate scheduling, and a positive patient experience.
RESPONSIBILITIES Complex Scheduling & Care Coordination
- Perform advanced scheduling for complex surgeries, imaging services, and procedures conducted in hospitals, ambulatory surgery centers, or outpatient radiology facilities.
- Coordinate pre-operative and post-operative testing, clearances, and procedural requirements.
- Coordinate care across multiple specialties to ensure appropriate sequencing of appointments and treatments.
- Manage complex scheduling for sequential treatment plans, including clinical trial participants and standard-of-care patients.
- Coordinate transplant-related evaluations and workups for both donors and patients.
Patient Scheduling & Administrative Support
- Schedule appointments for new and established patients.
- Schedule return visits and ancillary services.
- Register new patients and assist with appointment scheduling.
- Coordinate imaging and procedures within the clinic or external facilities.
Patient Information & Documentation
- Complete and maintain patient data forms and documentation.
- Retrieve and manage medical records as needed.
- Coordinate provider referrals and ensure appropriate documentation is obtained.
Patient Experience & Operational Support
- Serve as the primary point of contact for patients and their families.
- Act as an administrative resource for staff involved in coordinating patient care.
- Collaborate with management to address and resolve patient concerns or complaints, escalating when appropriate.
- Provide coverage for front desk and other administrative staff as needed.
- Support the training and onboarding of new Patient Services Coordinators and other administrative team members.
Authorization & Compliance
- Complete precertification and authorization processes as required to support procedures and insurance requirements.
Additional Responsibilities
- Perform other duties as assigned.
MINIMUM QUALIFICATIONS
Education
- High school diploma or GED required.
Experience
- Minimum of six (6) months of healthcare scheduling experience required.
Required Competencies & Skills
- Strong problem-solving and critical thinking abilities.
- Ability to provide a high level of customer service.
- Excellent verbal and written communication skills.
- Ability to work effectively in a collaborative team environment.
- Strong organizational and time management skills.
- Demonstrated empathy and compassion when interacting with patients and families.