Patient Service Coordinator Transplant Procedure Clinic FT Day at AdventHealth

Date Posted: 1/14/2021

Job Snapshot

  • Job Schedule
  • Location:
    Orlando, FL
  • Date Posted:
  • Job ID:
  • Job Family
    Patient Care
  • Travel
    Yes, 25 % of the Time
  • Shift
    1 - Day

Job Description




Patient Services Coordinator I - AdventHealth - Orlando

Location Address: 601 EAST ROLLINS STREET

Top Reasons to work at AdventHealth – Orlando

  • Located on a lush tropical campus, our flagship hospital, 1,368-bed AdventHealth Orlando serves as the major tertiary facility for much of the Southeast, the Caribbean and South America
  • AdventHealth Orlando houses one of the largest Emergency Departments and largest cardiac catheterization labs in the country
  • We are already one of the busiest hospitals in the nation, providing service excellence to more than 32,000 inpatients and 125,000 outpatients each year

Work Hours/Shift:   Monday – Friday 8am – 4:30pm


You Will Be Responsible For:

Demonstrates, through behavior, AdventHealth’s core values of Integrity, Compassion, Balance, Excellence, Stewardship, and Teamwork

  • Deliver excellent customer service to the patients/families and other care providers, focusing on family-centered care by displaying a positive attitude and demonstrates a professional demeanor with every patient encounter.
  • Acts as the family’s liaison between the program/practice support and clinical staff to include by not limited to, triaging calls and distributing to the appropriate program/practice staff, providing status updates and providing general information, providing appropriate customer service recovery when encountering upset patient and when necessary, escalating concerns to appropriate leadership.
  • Performs general tasks related to front desk operations including, but not limited to, prompt and courteous customer service, verify and update patient demographic and insurance information, forward issues/concerns to billing or data personnel. In coordination with the billing department collecting out-of-pocket financial responsibilities and balances at time of service. Retrieve and release patient records including transcriptions, lab/test results, and medical records. Responsible for monitoring patient waiting areas for cleanliness and observing patient’s signs/symptoms as necessary.
  • Responsible for scheduling new and established patients. Responsible for decisive and protocol driven scheduling to ensure appointments are filled and correctly booked to create efficient patient flow and clinic schedules are optimized.  Troubleshoot and adjust clinic schedule to physician schedule. Accurate submission of insurance information to the pre-certification team using OTTR and/or Cerner. Responsible for appointment verification, follow-up on missed appointments and rescheduling appointments as necessary. 


What You Will Need:

  • Able to effectively communicate verbally and in written form in English with patients, staff, and customers of varied backgrounds in a respectful, effective, and professional manner.
  • Strong interpersonal, organizational skills and the ability to work effectively in an environment with frequent interruptions.
  • Proficiency using personal computer, word processing and email system. Knowledge of Microsoft Excel and Microsoft Word
  • Associates degree in Healthcare or related field OR
  • Two years’ experience in a complex healthcare setting with primary responsibility of providing customer support to patients in either a scheduling or front desk capacity
  • Knowledge of medical terminology
  • Bilingual
  • Completion of a Medical Front Office and Administration Specialist Program
  • Certified Medical Administration Assistant (CMAA), Certified Billing and Coding Specialist (CBCS), and Microsoft Office Specialist (MOS)

Job Summary:

Under general supervision the Patient Services Coordinator I - Transplant is primarily responsible for providing outstanding customer service to our patients, their families and our partners. This position acts as the family’s advocate throughout the continuum of care to promote continuity of care and enhance clinical image of the institute. The Coordinator is responsible for referral intake, front desk operations and scheduling. This position ensures clinic/program efficiencies by utilizing protocols to process referrals, schedule visits and accurately documenting all needed information for appointments along with cancellations/no-shows. This position is responsible for general secretarial support including answering phones, faxing and or copying.  Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

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