Patient Services Retention Coordinator

United-Digestive; Atlanta (GA); On-site; USD 36,000 - 48,000; Full time

Job summary

United Digestive in Atlanta, GA is seeking a Patient Services Retention Coordinator to support procedure scheduling and advanced clinical tasks aimed at keeping patients on track with planned procedures and follow-ups.

You will educate patients on the importance of timely care, offer alternative payment and scheduling options, and work with departments to reduce cancellations while maintaining high-quality service.

Qualifications

• High School Diploma or GED required.
• Certified/Registered Medical Assistant preferred.
• 2–3 years of relevant experience in call center, scheduling, or gastroenterology is preferred.
• Bilingual skills strongly preferred.

Responsibilities

• Schedule, reschedule, and manage cancellations and no-shows for procedures and visits.
• Contact patients with cancelled appointments to recover cancellations and reschedule.
• Coordinate with Financial Counseling for alternate payment options if needed.
• Coordinate with operations for alternate scheduling to meet patient needs.
• Maintain accurate physician schedules and endoscopy block times.
• Respond to information requests from patients and staff promptly.
• Collect and verify patient information in compliance with documentation requirements.
• Provide counseling and education to patients regarding appointments and treatments; distribute prep materials as needed.
• Respond to inquiries from patients and staff promptly and effectively.
• Maintain HIPAA compliance and confidentiality.

Skills

Bilingual

Communication

Customer service

HIPAA compliance

Customer service

Communication skills

Bilingual (preferred)

Education

High School Diploma or GED

Certified or Registered Medical Assistant

Tools

Healthcare information systems

Microsoft Office

eCW (Electronic Health Records)

Job description

GENERAL SUMMARY OF DUTIES: United Digestives Patient Services Retention Coordinator is responsible for supporting procedure scheduling initiatives and managing advanced clinical tasks focused on patient care, ensuring the retention of scheduled procedure appointments. Key duties include delivering exceptional service by educating patients on the importance and benefits of maintaining scheduled procedures and follow-up appointments, as well as providing alternative payment and scheduling solutions to facilitate patient retention. The role also entails optimizing provider schedules by proactively contacting patients whose procedures have been canceled in order to reschedule them at the earliest opportunity and collaborating with relevant departments to identify effective strategies for patient retention and minimizing cancellations.RESPONSIBILITIES:Duties include but are not limited to:Schedule, reschedule, and manage cancellations and no-shows for patient office visits, endoscopy procedures, and related services.Contact patients with cancelled procedure appointments to successfully recover appointment cancellations, keeping the patient on the scheduleCoordinate with Financial Counseling Department to provide patients with alternate payment options if there are financial concernsCoordinate with field operations to obtain alternate scheduling options to meet the patients’ needsEnsure all assigned tasks to include “actions” are completed dailyReduce procedure cancelation volumes to align with company metricsAnswer incoming calls, emails, voicemails, and patient portal inquiries in a timely and efficient manner while providing high-quality patient care and exceptional customer service.Maintain and update accurate physician schedules and endoscopy block time, schedule patients according to physician availability, preferences, and clinical requirements.Ensure all applicable procedures are scheduled within UD endoscopy suites and coordinate hospital-based procedures when necessary.Schedule all required ancillary services, laboratory, and radiology procedures; obtain and accurately communicate results to physicians and patients as appropriate (with provider approval).Collect, verify, and document accurate patient information in compliance with UD documentation requirements.Prepare and process prescription refill requests by entering pharmacy information and communicating details to providers for approval.Provide accurate counseling and education to patients and/or family members regarding appointments, medical treatments, procedures, and preparation instructions; distribute or mail prep materials as needed.Respond to appointment requests and information inquiries from patients, referring providers, and internal UD staff promptly and effectively.Complete requests for information from United Digestive staff to support billing accuracy and ensure timely payment on patient accounts.Maintain knowledge of drug uses and dosage requirements relevant to patient care coordination.Remain available in the call queue and meet or exceed departmental quality, productivity, and performance standards, including task completion timelines and monitoring score requirements.Cross-train and perform additional Patient Service Coordinator functions as directed, including phone triage, pre-certification, referrals, document management, and medical records support.Abide by and actively promote HIPAA compliance, maintaining strict confidentiality of all patient information.Participate in staff meetings, marketing activities, customer service training, and ongoing professional development as directed by management.Perform any additional duties and/or special projects as assignedEDUCATION, SKILLS, & EXPERIENCE:Required:High School Diploma or GED requiredMust be computer literate with demonstrated ability to operate healthcare information systems and multiple Microsoft Office applicationsAbility to work independently and manage multiple priorities in a fast-paced environmentPreferred:Certified or Registered Medical Assistant preferredMinimum of 2–3 years of relevant experience, including, call center, eCW, specialty clinic, and/or gastroenterology experience preferredKnowledge of clinical workflows, scheduling, and patient care coordinationBilingual skills strongly preferredWORK ENVIRONMENT:Requires sitting and standing associated with a normal office environment. Travel required as business needs dictate.DRUG FREE WORKPLACE:United Digestive is a drug-free workplace. All offers of employment are contingent upon passing a pre-employment drug screening.EQUAL OPPORTUNITY EMPLOYER:United Digestive is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, veteran status, genetic information or any other legally protected classification or status.