Patient Operations Coordinator

Position Overview:

The Patient Operations Coordinator coordinates patient schedules, appointments, transportation, and whereabouts across Key Works. Serving as a central point of communication for patient movement, the coordinator ensures schedules are workable, transportation resources are used effectively, and patients are where they need to be when they need to be there.

Primary Responsibilities:

• Supervise Transportation Coordinators (drivers), providing day-to-day direction, support, accountability, and oversight to ensure reliable and efficient transportation operations.

• Own and maintain the patient Run List, ensuring appointments, transportation needs, Work Skills transportation, and other patient movements are accurate and coordinated.

• Coordinate off-site appointments and scheduling. Off-site appointments are coordinated through the Patient Operations Coordinator before scheduling to prevent conflicts and ensure adequate transportation capacity.

• Coordinate daily transportation operations, including driver assignments, pickups, drop-offs, and adjustments as needs change.

• Serve as the central communication point for patient scheduling and transportation, responding promptly to requests and ensuring affected staff are informed of changes.

• Coordinate systems for tracking patient whereabouts, including Rounds and related patient-level processes. Follow up on discrepancies and help ensure patients are where they are scheduled or expected to be.

• Anticipate and resolve operational problems involving schedules, appointments, transportation capacity, driver availability, and patient whereabouts.

• Reduce unnecessary off-site appointments by working with Case Management and other departments to identify services that can be provided virtually, on-site, or through mobile providers while supporting patients’ treatment needs.

• Coordinate with external providers and community partners to expand virtual and on-site service options, communicate the operational needs of a residential treatment setting, and minimize unnecessary disruptions to patients’ treatment schedules.

• Provide direct patient transportation when unexpected or otherwise unmet transportation needs require additional coverage.

Success in the Role:

The Run List is accurate and current; appointments and transportation are coordinated within available capacity; patient whereabouts can be reliably accounted for; and schedule changes are communicated and addressed promptly. Recurring operational problems are identified and improved rather than repeatedly worked around.

Qualifications:

• Experience coordinating schedules, transportation, services, or operations in a residential, behavioral health, healthcare, human services, or comparable setting.

• Strong organization, judgment, problem-solving, and follow-through while managing competing priorities.

• Clear and timely communication across departments.

• Ability to use electronic records and communication systems and maintain accurate documentation.

• Valid driver’s license and ability to meet Key Works requirements for operating company vehicles and transporting patients.

Preferred Qualifications:

• Experience in substance use disorder treatment or long-term residential services.

• Experience coordinating drivers, patient flow, or multiple service teams.

• Familiarity with electronic health records, Rounds, and operational process improvement.

Education/Experience:  

- Must have a High School diploma or equivalent training. 

- Must have a current Washington State driver license and be insurable through company insurance.

Salary: 

$31.00 - $34.00 per hour

Physical Demands and Work Environment:

The physical demands and work environment described below represent the activities and surroundings of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requires regular standing, walking, sitting, operating a motor vehicle, bending, lifting, kneeling, reaching, twisting, pulling, pushing, writing, typing, crouching, and climbing stairs. Staff in this position are required to use both hands to hold and handle items and office equipment; speak clearly; listen carefully; and occasionally lift up to 20-25 pounds, including assisting individuals in and out of vans. Specific vision abilities include close, distance, and color vision and the ability to adjust focus.