Patient Care Coordinator - Rio Rancho & Albuquerque _ @TWN & @Pelvic Health

Patient Care Coordinator | Openings in our Rio Rancho Location & our Tramway North Albuquerque Location

Balanced Physical Therapy Wellness is committed to providing an exceptional multidisciplinary patient care experience that promotes healing & recovery in a compassionate environment to meet the needs of each individual patient. We are guided by achieving compassion, integrity, service, teamwork, and a commitment to excellence. Balanced Physical Therapy was established in 2015 with the mission of creating a fun, vibrant family practice environment emphasizing compassionate patient care by knowledgeable, energetic therapists. This philosophy, along with an excellent team of very skilled and accomplished therapists, has helped Balanced Physical Therapy Wellness grow from a small, two therapist clinic into a thriving multi-specialty practice with 10 clinics and 150 employees in just 11 years.

Albuquerque Business First Best Place to Work in 2022, 2023, 2024, 2025 & 2026!

Job Summary:

The Patient Care Coordinator will play a vital role in supporting the day-to-day administrative functions of our Balanced Physical Therapy Wellness Clinic. This role includes managing patient communications, scheduling appointments and providing general office support. The ideal candidate is detail-oriented, friendly, and able to manage multiple tasks efficiently in a healthcare setting.

Job Duties:

Front Desk Reception: Greet patients and visitors in a friendly, professional manner. Manage patient check-in and check-out procedures, ensuring all necessary paperwork is completed accurately & promptly. Process collection of payments for services. Answer phone calls and respond to emails in a professional and courteous manner. Check voicemail throughout the day and return calls as appropriate.

Appointment Scheduling: Coordinate and schedule patient appointments using clinic management software, ensuring optimal utilization of clinical staff and resources. Follow up with patients regarding appointment reminders, cancellations, or rescheduling. Follow up on previous day’s evaluations & any re-examination to make sure scheduled out correctly & that notes are sent out to providers. Follow up on same day cancellations &/or no shows. Move and/or cancel Patients scheduled if a Physical Therapist calls in.

Patient Communication: Answer phone calls, respond to patient inquiries, and provide information about clinic services. Direct calls and messages to the appropriate staff members.

Medical Records Management: Maintain accurate and up-to-date patient records, including filing, scanning, and entering data into the electronic health records (Prompt) system. Ensure compliance with HIPAA regulations regarding patient confidentiality and information security.

Insurance: This role requires great attention to detail in regard to insurance processing. Responsibility includes monitoring of alerts on the scheduler within patient cases, contacting Insurance Specialists when a case requires authorization, ensuring patients are not scheduled past authorization expiration dates, and proactively alerting specialists when authorizations are nearing expiration. Additionally, monitoring cases for missing referring providers, referral requirements, self-pay status, and new evaluations that are missing verification.

Administrative Support: Provide general administrative support to the clinic, including preparing correspondence, managing office supplies, and assisting with various clerical tasks as needed.

Coordination: Coordinate with physical therapists and other healthcare professionals to ensure smooth patient flow and effective communication between departments.

Communication: This position serves as a crucial liaison with our Centralized Insurance Team. The employee must maintain constant and open communication with Insurance Specialists via email, chat, and phone calls.

Patient Experience: Ensure a positive and welcoming experience for all patients. Address patient concerns and complaints professionally and promptly, escalating issues to the Clinic Director-Owner as needed.

Facility Maintenance: Help maintain a clean, organized, and welcoming clinic environment. Ensure waiting areas, reception, and treatment rooms are tidy, clean and well-stocked with necessary supplies. Ensure all laundry is completed timely each day. Coordinate with the Facility Coordinator for Balanced PT W for facility maintenance, repairs, and services as needed.

Compliance and Protocols: Adhere to clinic policies, procedures, and protocols, including safety guidelines and regulations. Assist in maintaining compliance with all relevant federal, state, and local healthcare regulations.

Clinical Support: Proactively provide assistance to Clinic Manager, Physical Therapists, and Physical Therapist Assistants.

FAX Management: Process all faxes upon arrival – Referrals, Medical Record Requests, Billing Inquiries, Signed POC’s-Notes.

Qualifications:

• Education: High school diploma or equivalent; additional education, college coursework or certification in medical administration is a plus.

Skills:

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Strong organizational and multitasking abilities.
• Excellent interpersonal and communication skills.
• Knowledge of medical terminology and insurance processes is beneficial.
• Ability to handle sensitive and confidential information with professionalism.
• Friendly, patient-focused attitude with a commitment to providing exceptional customer service.

Personal Attributes:

• Detail-oriented, proactive, self-starter, and able to handle a fast-paced environment.
• Compassionate and patient-focused with a commitment to providing excellent customer service.
• Flexible and adaptable to changing priorities and clinic needs.

Offering:

• Competitive Pay
• Health Benefits (Medical, Vision, Dental)
• Personal Time Off & Holiday Pay
• 401(k) Retirement plan with Employer Match
• Life Insurance

Job Type: Full-time | Monday - Friday

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Continuing education credits
• Dental insurance
• Disability insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person