Patient Access Coordinator

Iowa Ortho; Des Moines (IA); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Competitive benefits package

160 hrs paid time off in full year

Paid holidays

401(k) with company match

Profit sharing

Employee discounts

Job summary

Iowa Ortho is seeking a Patient Access Coordinator to serve as the first voice for patients, handling calls, scheduling appointments, and coordinating with clinics. The role includes a hybrid work setup after onsite training and runs Monday–Friday from 8:00 to 5:00 PM, supporting efficient clinic operations and patient flow.

As a key touchpoint in the patient journey, you will answer inquiries, route calls, and ensure accurate messaging and documentation.

Qualifications

• Experience delivering strong customer service in high volume environments.
• Experience in a healthcare setting is preferred.
• Understanding of health insurance concepts is favorable.
• Excellent verbal and written communication skills.
• Ability to multi-task and navigate multiple systems and screens.
• Demonstrates empathy and active listening with patients.

Responsibilities

• Answer incoming calls using the Polycom phone system and place outbound calls.
• Schedule appointments for physician clinics and coordinate with departments.
• Screen requests, take messages, and route calls to the appropriate extensions.
• Reschedule appointments as needed and notify relevant departments.
• Document communications accurately and maintain records per procedure.
• Identify potential billing/liability issues and direct to appropriate staff.

Skills

Customer service

Call center experience

Healthcare experience

Health insurance knowledge

Communication skills

Multitasking

Empathetic listener

Tools

Polycom phone system

Job description

Description

Iowa Orthopedic Center is actively seeking a Patient Access Coordinator to join our team. In this role you will be the first voice for our patients, fielding incoming calls. In addition to answering incoming calls, this role will make outgoing and interoffice calls, and schedule appointments for our physician clinics. Our Patient Access Coordinator is an integral part of ensuring our clinics run smoothly.

Hours: Monday - Friday, 8:00 - 5:00 PM

Hybrid role, following onsite training

Why Choose Iowa Ortho?

• Innovation that Drives Positive Outcomes (I)
• Motivation for Exceptional Care (M)
• Passion for Quality in Everything We Do (P)
• Accountability Through Open and Honest Communication (A)
• Commitment to Continued Growth (C)
• Teamwork (T)
• Competitive Benefit Package: Competitive pay, health, dental, begin with 160hrs of paid time off in a full year, paid holidays, 401(k) with company match, profit-sharing, employee discounts and more.

Key Responsibilities:

• Use Polycom phone system to answer incoming calls and make outbound calls
• Answer incoming calls and make outbound calls
• Answers general questions, schedules, screens and route outside calls to correct extension
• Schedule appointments in accordance with physician and/or department requirements
• Reschedule clinic schedule as requested by supervisor/assigned nurse and notify appropriate department(s) as needed.
• Take detailed messages via email from caller when voicemail is not an option
• Recognize potential credit problems such as liabilities or self-pays and direct them to the appropriate personnel
• Recognizes workers’ compensation appointments and refers onto the work comp department
• Updates spreadsheets and other documentation according to procedure
• Makes calls out to patients to schedule, fill gaps or reschedule appointments with a sense of urgency
• Works closely with triage nurse to ensure proper routing and handling of calls within scope of practice
• Accurately documents communication and information or forwards calls and/or messages to appropriate person(s). Completes all documentation and medical records accurately and concisely.

Requirements

• Strong customer service skills and the ability to handle large call volumes efficiently
• Prior experience in a call center environment preferred
• Prior experience in healthcare or healthcare related field, preferred
• Basic understanding of health insurance
• Excellent communication skills and the ability to maintain composure in high‑pressure situations
• Ability to multi‑task, toggle through multiple systems and screens
• Must be an empathetic listener and enjoy helping others

Additional Information

• Center of Excellence: Physician‑owned orthopedic clinic and surgery center dedicated to providing exceptional medical care to the people of central Iowa. Discover why Iowa Ortho is a recognized center of excellence in orthopedic care.
• Cutting‑Edge Environment: Work in a state‑of‑the‑art facility that embraces the latest advancements in medical technology.
• Team Atmosphere: Join a collaborative team that supports one another and is committed to enhancing patient care.
• Professional Growth: Opportunities for career advancement and continuous learning.

Join our team and be a part of our commitment to delivering gold-standard healthcare!

Please note our first point of contact may be by email. Please check your spam folder, as unknown senders sometimes wind up in spam or junk.

Iowa Ortho is a privately held medical practice. Candidates who receive a conditional offer of employment at Iowa Ortho will be required to complete a criminal background check, education verification, reference checks, and an initial TB test.

Iowa Ortho is committed to a diverse and inclusive workplace. Iowa Ortho is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.