Patient Services Coordinator (Per Diem) at Fenway Health in Boston, MA

Under the direction of the Practice Manager, the Per Diem Patient Services Coordinator plays a key role in delivering exceptional customer service to all patients and visitors. Responsibilities include patient registration and documentation, appointment scheduling, managing patient flow, and handling daily cash collections and audits. The coordinator is also responsible for opening and closing the reception area each day—including Saturdays, as needed. In addition, this role supports the completion of various billing-related tasks.

This is a per diem (on-call) position working variable hours based on clinic needs. This is not a benefits-eligible position.

Representative Duties:

• Schedule appointments according to the established procedure
• Verify and update new and existing patients’ demographic data and UDS data at each check-in point
• Add/update Insurance and successfully run insurance verifications when any errors arise, and correct those errors before moving on to the next patient
• Maintain Provider coverage as needed for Work-Queues, In-Baskets Request, Faxes Inboxes, and Reschedules within a 7-day timeframe
• Perform reception duties in an efficient, professional, and courteous manner within the guidelines provided
• Provide clients with correct and accurate information regarding FCHC services and providers
• Provide Coverage in All Areas of Patient Services When Needed
• Refer unusual or difficult situations to the supervisor

Provide excellent customer service

• Greet each client with a smile and a welcoming, professional manner
• Always assist the patient in front of you and place the person you are on the phone with on hold
• At all times, maintain patient confidentiality, be discreet when obtaining sensitive information, and speak in quiet tones at the desk with colleagues and clients.
• Behave appropriately for a highly visible position
• Be Respectful, Considerate, Cooperative, And Assist Other Co-Workers When They Need Help
• Establish and maintain effective working relationships with co-workers, supervisors, and the general public

Collection of daily cash and audit procedures

• Collect co-payments and any outstanding fees at check-in, but do not deny patient access.
• Verify all transactions at the end of the day and report all discrepancies
• Deposit All Cash at the end of each shift in the appropriate safe handling location.

Performs other related job duties as required

• Minimum of high school graduate or equivalent.
• Computer experience
• Willingness to work with a diverse patient population including gay men, lesbians, seniors, students, and others
• Calm, patient, flexible, and understanding manner
• Demonstrated ability to work respectfully and effectively with individuals from a wide range of backgrounds, perspectives, and life experiences. This includes engaging constructively with colleagues, patients, clients, and vendors in a manner that reflects professionalism, empathy, and cultural awareness, without regard to race, color, national origin, sex, gender identity, sexual orientation, religion, age, disability, or other protected characteristics as defined by applicable law.

Preferred Qualifications:

• Customer service experience
• Previous experience in healthcare or medical office administration
• Bilingual Spanish / English
• Knowledge of business procedures
• Experience working with an ethnically, culturally, and racially diverse work staff