Senior Patient Coordinator

Napa Center Inc.; Waltham (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

The Napa Centre is seeking a Senior Patient Coordinator to join the front desk team in our Massachusetts facility. This role supports quality patient care through administrative tasks, compassionate patient interactions, and efficient scheduling coordination.

You will report to the Front Desk Manager/AGM/GM and contribute to maintaining smooth operations, accurate patient data, and effective communication with families and staff.

Qualifications

• Bachelor’s degree with 3+ years of administrative/office support experience and 7+ years of customer service experience.
• Proficiency in Microsoft Office and ability to learn new software quickly.
• Strong organizational and multitasking abilities.
• Comfort working with families and pediatric clients.

Responsibilities

• Coordinate daily therapy schedule with clients and families.
• Correspond with patients, parents, funding sources, and medical staff.
• Handle all incoming calls and requests.
• Process new patient intakes and manage patient accounts.
• Assist with the maintenance and operation of the program and family communications.
• Analyze monthly financial reporting and maintain high customer service.
• Order supplies and train new office staff as needed.
• Implement new tools and processes to improve administrative efficiency.

Skills

Organizational skills

Multitasking

Communication

Empathy

Interpersonal skills

Independent work

Customer service

Problem-solving

Education

Bachelor’s degree

Job description

The Senior Patient Coordinator functions as a member of the front desk team. The position performs administrative tasks and procedures to support the delivery of quality care to our clients. The Senior Patient Coordinator is responsible for assisting patients compassionately and professionally and ensuring efficient utilization of the schedule. The position administers and coordinates all processes and procedures related to our treatment. The Senior Patient Coordinator is expected to be a compassionate, caring, discreet professional with a high level of empathy and strong organizational skills. The Senior Patient Coordinator reports to the Front Desk Manager, AGM, and/or GM.

Requirements

• Bachelor’s degree with 3+ years of administrative and/or office support, ideally in a healthcare setting, and 7+ years of customer service experience required
• Computer competence across the Microsoft Office Suite (Outlook, Excel, Word, PowerPoint, etc.) with the ability to quickly learn a variety of other online software systems
• Strong organizational skills
• Ability to multitask, shift focus across tasks as needed, and manage priorities
• Working knowledge of patient records system (Raintree) preferred
• Strong problem-solving skills
• Confident and personable with the ability to get along with a wide range of personalities
• Must love interacting with children
• Ability to work with little to no supervision

Responsibilities

• Coordinate with all clients to create and maintain the daily therapy schedule.
• Correspond with patients, parents, funding sources, and medical staff.
• Handle all incoming calls and requests.
• Process new patient intakes.
• Assist with patient accounts, including processing payments, reviewing patient ledgers, and answering client questions regarding private insurance and other funding sources.
• Assist with the maintenance and operation of the intensive program, including communication with families regarding schedules, paperwork, and all NAPA guidelines.
• Analyze monthly financial reporting.
• Maintain a high level of customer service.
• Order supplies related to the function of the office, including office and janitorial supplies.
• Independently train new office staff.
• Implement new tools and processes, as needed, to improve administrative efficiency.

Physical Demands

While performing the essential functions of this job, the incumbent must be able to do the following: stand for extended periods; sit for extended periods; bend and reach for filing and other job-related functions; climb up and down stairs; bend, stoop, and lift to move and retrieve materials; pull, push, and lift; reach both above and below shoulder height. Specific visual abilities include close vision, color vision, depth perception, and the ability to adjust focus. Must be able to visually inspect work. Manual dexterity to operate a computer and other office equipment is required.

The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made.

Company Values

All NAPA Centre employees must demonstrate the company’s core values, which include:

• Love – NAPA is a family business built on the love that parents have for their children. Embody NAPA’s spirit of love through kind actions, warmth, and communication used every day.
• Share – strive to collaborate and educate as part of the NAPA team, so that our clients and their families leave NAPA with positivity and hope.
• Grow – evolve, engage and continue to learn, from our clients, our colleagues and our industry so that we truly offer the best therapy possible.
• Hope – believe in the potential of every child and commit to helping them succeed, giving families hope when others have failed.