Patient Services Coordinator - LECOM Health

Patient Services Coordinator

  • Full Time
  • Erie
  • Posted 5 months ago

Medical Associates of Erie

Main Function:

Answer patient phone calls and resolve questions or concerns by providing results, appointment, or practice specific clinical recommendations. Facilitate each office visit and phone call, with a focus on total patient care, to ensure the best patient experience possible.

Main Duties and Responsibilities:

  • Check voicemail line in the morning and at the end of the day; retrieve and respond to messages
  • Monitor and assist with phone encounters and associated tasks to ensure patients, physicians, and/or pharmacists are receiving timely communication and problem resolution (within 1 business day)
  • Obtain all reports/results, screen for abnormals, scan into the patients’ electronic health record, and alert physicians
  • Assist in ensuring all related reports, labs and information is filed if available in patients’ medical records prior to their appointment
  • Answer phone while maintaining a polite, consistent phone manner using proper telephone etiquette
  • Perform telephone triage under supervision of physician by gathering appropriate information and reviewing, preferably electronically, with physicians, providers, and/or clinical staff
  • Refer life threatening conditions or conditions the office is not equipped to handle to the emergency department
  • Review medical record for progress notes, specialist templates and diagnostic records to relay normal results for testing ordered by the office
  • Give instructions and provide education to patients as instructed by physician
  • Schedule appointments for things that cannot be solved on the phone (i.e. new problem, worsening of condition)
  • Manage portal communication from patients
  • Resolve patient satisfaction concerns and/or refer to Practice Manager
  • Organize forms and other paperwork and facilitate completion by physicians
  • Support clinical assistants and patient visit coordinator as needed
  • Support normal check in and check out procedures at front desk
  • Assist clinical staff in working overdue orders according to guidelines as stated in MAE Policy 5.22 Test Results and 5.30 Referrals as time permits
  • Protect patient confidentiality by making sure PHI is secured
  • Provide clinical or clerical coverage at other MAE offices when needed
  • All other duties as assigned



  • Exceptional customer service and phone etiquette
  • Ability to maintain effective and organized systems to ensure timely patient flow
  • Ability to determine correct placement of patient within office workflow for scheduling/guidance.
  • High School Diploma/Medical Assistant Training preferred
  • Knowledge of Health Care Field
  • Medical Terminology
  • Grammar, spelling and punctuation
  • Knowledge of Electronic Health Records