Job Title: Patient Experience Coordinator
Department: Operations
Reports To: Practice Manager
Employment Type: Full-Time or Part-Time (as applicable)
Position Summary
The Front Desk Coordinator serves as the first point of contact for patients in an outpatient psychiatry practice. This role is critical to creating a welcoming, professional, and compassionate environment while ensuring efficient front-office operations, accurate scheduling, and strict adherence to HIPAA and confidentiality standards. The ideal candidate is highly organized, empathetic, and comfortable working in a fast-paced healthcare setting.
Key ResponsibilitiesPatient Experience & Front Desk Operations
- Greet patients warmly and professionally, both in person and by phone
- Check patients in and out accurately and efficiently
- Maintain a calm, respectful, and non-judgmental demeanor at all times
- Manage patient flow to support providers’ schedules and minimize wait times
- Address patient questions regarding appointments, forms, and office policies
Scheduling & Administrative Support
- Schedule, reschedule, and confirm appointments across multiple providers
- Verify appointment types (new patient, follow-up, specialty services, etc.)
- Accurately collect and update patient demographic information
- Scan, upload, and manage documentation in the electronic medical record (EMR)
- Assist with provider calendars and coordination of care as needed
Insurance, Payments & Documentation
- Collect copays, self-pay fees, and outstanding balances at time of service
- Provide patients with general information regarding insurance and billing policies
- Obtain and manage required intake forms, consents, and authorizations
- Maintain accurate records in compliance with practice and payer requirements
Compliance & Confidentiality
- Maintain strict adherence to HIPAA and patient confidentiality standards
- Handle sensitive mental health information with professionalism and discretion
- Follow all office policies, procedures, and safety protocols
Team Collaboration
- Communicate effectively with providers, clinical staff, and management
- Support daily clinic operations and assist with administrative projects as assigned
- Participate in staff meetings and ongoing training
Required Qualifications
- High school diploma or equivalent (required)
- Previous experience in a medical, behavioral health, or mental health office preferred
- Strong interpersonal and customer service skills
- Excellent verbal and written communication skills
- Ability to manage multiple tasks in a fast-paced environment
- Proficiency with computers, scheduling systems, and electronic medical records
- Professional appearance and demeanor
Preferred Qualifications
- Experience in outpatient psychiatry, psychology, or behavioral health
- Familiarity with EMR systems and insurance verification processes
- Understanding of patient privacy regulations (HIPAA)
- Bilingual skills a plus (not required)
Skills & Competencies
- Empathy and emotional intelligence
- Attention to detail and organization
- Reliability and punctuality
- Problem-solving and adaptability
- Ability to maintain professionalism in sensitive situations
Work Environment
- Outpatient mental health clinical setting
- Frequent interaction with patients experiencing mental health concerns
- Combination of desk work, phone communication, and patient interaction
Physical Requirements
- Ability to sit or stand for extended periods
- Ability to operate standard office equipment
- Ability to lift up to 15 pounds if needed
Pay: $20.00 - $25.00 per hour
Work Location: In person
