Specialty Services Group (SSG) Patient Coordinator

Job Summary

The Patient Coordinator is responsible for guiding prospective and active patients through the refractive surgery and specialty eye care process at Eyesight Ophthalmic Services. This role serves as a primary point of contact for patients, providing education, scheduling support, financial counseling assistance, and coordination of pre- and post-operative care. The Patient Coordinator plays an integral role in delivering an exceptional patient experience while ensuring accurate documentation, effective communication, and operational support throughout the patient journey.

Core Behavioral Values

• CLEAR ID: Collaborate, Learn, Empathy, Accountable, Respect, Integrity, Dedication
• These behaviors are based on Eyesight’s culture and values critical to support the organization’s mission of providing uncompromising care to patients. 

Essential Functions

Patient Coordination & Surgical Counseling

• Serve as a primary point of contact for prospective and active patients throughout the refractive surgery and specialty eye care process. 
• Educate patients regarding procedures, treatment options, financing, and post-operative expectations. 
• Schedule consultations, procedures, and follow-up appointments in accordance with established protocols.

Patient Documentation & Records

• Maintain accurate patient records and ensure required documentation, authorizations, consents, and demographic information are collected and processed. 
• Prepare, organize, and coordinate patient charts and records to support clinical, surgical, and billing workflows.

Co-Management & Referral Coordination

• Coordinate communications, referrals, authorizations, and medical records with co-managing providers and referring practices. 
• Support ongoing relationships with referral partners through timely and professional communication.

Lead Management & Business Operations

• Manage patient leads, CRM workflows, and incoming communications to ensure timely follow-up and patient engagement. 
• Process payments, refunds, claims, and related financial transactions in accordance with established procedures. 
• Assist with reporting, scheduling support, and operational tracking activities.

Office Operations & Team Support

• Maintain office, counseling, and patient care supplies and support a professional, patient-ready environment. 
• Troubleshoot routine software and workflow issues and escalate concerns as appropriate. 
• Collaborate with providers, leadership, and team members to support efficient operations and an exceptional patient experience. 
• Provide coverage and support for other team members as needed. 
• Perform other duties as assigned.

Minimum Qualifications

• High school diploma or equivalent required.
• Strong computer proficiency including Microsoft Office applications and database systems.
• Strong verbal and written communication skills.
• Demonstrated ability to provide excellent customer service and maintain professionalism in a healthcare environment.

Preferred Qualifications

• Prior experience in a medical office, ophthalmology, optometry, or surgical practice.
• Front office, scheduling, patient coordination, or customer service experience.
• Experience with ModMed (EMA), Clearwave, MDProspects, Weave, or similar software platforms.
• Experience supporting patient counseling, scheduling, or financial discussions.

Required Knowledge, Skills and Abilities

• Strong interpersonal skills with the ability to communicate effectively with patients, providers, and team members.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Strong organizational and time-management skills.
• Ability to handle sensitive information confidentially and professionally.
• Ability to learn and explain specialty eye care procedures, services, and patient processes.
• Ability to identify issues, resolve routine concerns, and escalate matters appropriately.

Work Conditions

• Professional healthcare setting, including clinics and administrative areas
• Noise level ranges from quiet to moderate, depending on location and activity
• Potential exposure to infectious diseases, bodily fluids, or cleaning agents in accordance with standard protocols

Physical Requirements

• Ability to sit, stand, and walk for extended periods
• Frequent use of hands and fingers to operate medical or office equipment
• Effective verbal and written communication; ability to hear and understand speech in person and by phone
• Close vision required for reading small print and viewing computer screens
• Occasional lifting or moving of objects up to 25 pounds
• May involve reaching, bending, stooping, kneeling, or other physical movement
• Ability to manage multiple priorities and maintain professional interactions in a dynamic setting