Patient Services Coordinator III - OB/GYN - Wesley Chapel

• Education: High School Diploma or GED, required.
• Experience: One year of clerical experience in medical office setting, required. Other related experience may be considered in lieu of medical office experience.
• Additional skills required: Knowledge of medical office software for the following: updating patient demographic information, posting charges, copays, and scheduling patient appointments. Requires excellent verbal communication skills. Must be able to work with changing priorities. Requires excellent organizational, problem solving and critical thinking skills. Must be able to interact with individuals of all cultures and levels of authority. Requires the ability to maintain confidentiality. Must be able to function as part of a team. Must possess initiative. Basic medical terminology required, knowledge can be obtained through formal classes or work experience. High level of working knowledge of EPIC systems. Detailed knowledge of multiple payors billing requirements. Familiarity of coding requirements for practice specialty.
• Additional skills preferred: Proficient in use of all computer software utilized in practice.

Patient Registration & Front Desk Excellence

• Greet patients warmly and professionally, setting the tone for a remarkable visit.
• Accurately enter, verify, and update patient demographic and insurance information.
• Scan and upload insurance cards and required documentation into the medical record.
• Obtain and document patient signatures on registration forms, ensuring completeness and compliance.
• Collect and accurately post copays and other patient financial responsibilities.
• Communicate demographic and insurance updates to appropriate internal teams.

Patient Check-Out & Financial Accuracy

• Verify charges in the electronic system prior to patient departure.
• Reconfirm insurance information and schedule follow-up appointments as needed.
• Collect balances due and ensure proper posting of payments.
• Run daily close reports and reconcile cash, checks, and credit card transactions.
• Complete reconciliation reports and prepare bank deposit documentation.
• Review and correct charge audit work queues prior to charge release.

Scheduling & Access Management

• Schedule patient appointments efficiently based on provider availability, urgency, and patient preference.
• Accurately enter or verify patient demographics during scheduling.
• Demonstrate flexibility and sound judgement when managing changing priorities and clinic flow.

Epic Work Queues & Revenue Cycle Support

• Resolve Epic work queues, including but not limited to:
  • Charge Review / Audit & Review
  • Claim Edits
  • Follow-Up
  • Missing Guarantor
• Research and analyse denials; correct errors to ensure timely and accurate charge capture.
• Collaborate closely with coders, providers, and Revenue Cycle Advocates to resolve complex billing issues.
• Serve as a subject-matter resource for front desk staff regarding insurance accuracy and charge integrity.
• Respond to patient and staff billing inquiries with clarity, professionalism, and discretion.

General Clerical & Administrative Support

• Answer telephones, route calls appropriately, and ensure accurate follow-up.
• Take, document, and communicate messages promptly.
• Perform filing, copying, and other clerical duties as required.
• Cross-train across multiple administrative functions to support clinic continuity.

Teamwork, Communication & Continuous Improvement

• Actively participate in team huddles, staff meetings, and improvement initiatives.
• Communicate clearly, respectfully, and professionally with colleagues at all levels.
• Demonstrate initiative by identifying workflow improvements and contributing innovative ideas.
• Support a collaborative environment grounded in trust, accountability, and shared goals.

Human Experience & Patient-Centred Care

• Create meaningful patient connections through purposeful rounding and clear communication.
• Keep patients informed of delays, next steps, and visit expectations using plain language and teach-back.
• Model inclusive behaviours that honour diversity, equity, and belonging.
• Consistently demonstrate “Always Event” behaviours and view feedback through the patient lens.
• Embody the organisation’s mission, vision, values, and people credo in daily practice.