New Patient and Surgical Coordinator

We are seeking a friendly and professional New Patient and Surgical Coordinator to join our outpatient clinic in Orchard Park, NY.

Roswell Park Care Network is a recognized leader in oncology and specialty care, supporting community physician practices across New York State. We are committed to delivering exceptional patient care while advancing innovative treatment options in a collaborative and patient-focused environment.

Comprehensive Benefits:

• Monday-Friday schedule
• Medical, dental, and vision coverage
• Employer funded Health Reimbursement Account (HRA)
• 401(k) with company match
• Generous vacation and sick time
• Company-paid life insurance
• 11 paid Holidays

As the New Patient and Surgical Coordinator you will provide assistance to the physician and the patients, including scheduling office appointments for all providers, answering phones, preparing charts, and scanning documents into the EMR system. Responsible for coordinating the surgical schedule of all practice physicians, which includes scheduling in office and outpatient surgical appointments. Exhibits strong organizational skills and works collaboratively with physicians, clinical staff, hospitals, ambulatory surgical centers, and administration.

Responsibilities:

• Schedule patients for in office and outpatient surgery as ordered by physician
• Maintain physicians surgical schedule at hospital and/or outpatient surgical centers, utilizing block time appropriately
• Adhere to individual facility protocols for surgical scheduling and pre-op testing
• Schedule post op appointments as directed by physician
• Retrieval of radiology reports, bloodwork, and clinical documentation from outside physicians as needed
• Ensure all appropriate documentation is sent to outpatient facilities prior to surgery, including booking forms, physician orders, pre-op testing, medical clearance, patient demographics and insurance information
• Ensuring office notes, radiology discs, and all other requested documents are obtained for physician review prior to coordinating surgery dates
• Coordinates with prior-auth team to verify insurance coverage for scheduled procedures and radiology exams
• Register new patients obtaining demographics and insurance information
• Manage new patient scheduling, rescheduling, cancellations and no-show appointments appropriately
• Check insurance eligibility and verification
• Ensure new patient paperwork is mailed prior to appointment and scanned in as received
• Obtain outside records for all new patients from outside doctors/hospitals as necessary
• Maintain confidentiality of all patient records
• Answer the telephone in a competent and courteous way
• Verify accuracy of order and medical records
• Accurately and efficiently respond to triage/tasks received from providers, staff, and billing
• Assist Medical Records & Front Desk when needed
• Assists other departments with administrative duties as requested
• Assists in training other staff members as requested
• Attends meetings as required
• Performs other related duties as assigned

Communication and interpersonal skills

• Active Listening: Give patients your full attention, maintain eye contact, and demonstrate empathy to make them feel heard and understood. This helps build trust and rapport.
• Clear and Concise Communication: Avoid medical jargon and use plain language to explain procedures, instructions, and other relevant information. Use the "teach-back" method to ensure patients understand the information provided.
• Empathy and Compassion: Recognize and acknowledge patients' emotions and fears, creating a supportive environment where they feel valued.
• Non-Verbal Communication: Maintain a warm and approachable demeanor through body language, facial expressions, and gestures to put patients at ease.
• Respect and Cultural Competence: Treat all patients with respect, recognize and value cultural differences, and tailor communication style to meet the needs of diverse patient population

Patient support and engagement

• Address Patient Inquiries and Concerns Promptly: Respond to questions, concerns, and complaints professionally and efficiently, directing them to the appropriate medical or administrative staff if needed.
• Provide Patient Education and Resources: Inform patients about clinic services, appointment instructions, medication guidelines, and community resources to promote their well-being.
• Utilize Patient Portals and Technology: Encourage patients to use online portals for appointment scheduling, viewing medical records, and communicating with the practice.

EDUCATION/ CERTIFICATION/ EXPERIENCE

• High School Diploma or G.E.D required
• One (1) year of full-time clerical health care experience is required
• Prior patient scheduling experience required.
• EMR experience required- Medent preferred.
• Customer service experience in an office, preferably with patients