Clinical Operations Coordinator - Records

About Transhealth

Transhealth is an independent and comprehensive healthcare center dedicated to empowering and uplifting trans and gender-diverse individuals and families. Located in Western Massachusetts and led by trans and gender-diverse professionals, we are redefining what compassionate, gender-affirming healthcare looks like. Through expert care, community support, education, and advocacy, we’re creating a future where every trans and gender-diverse person feels celebrated and in control of their healthcare journey. Be part of a team that honors the resilience of our community and works to transform the world—one step, one story, and one life at a time.

Transhealth is committed to fostering a diverse and inclusive workplace. We strongly encourage applications from individuals of all backgrounds, including trans, LGBTQIA and BIPOC communities, and are an equal opportunity employer.

Why You Should Choose Transhealth

• Competitive benefits including low cost health and dental plans with employer-paid HSA/FSA covering 100% of deductible; generous paid time off and sick leave
• Be part of a team that prioritizes patient care, making a direct impact on our community
• Educational and professional growth opportunity
• Being part of a team that is increasing access to care for our communities through direct action

Job Description Summary

The Clinical Operations Coordinator is an administrative role, and reports to the Patient Services Manager.

This position is:

• Hourly [non-exempt]
• Full time
• In-office (5 days on-site)
• Monday thru Friday [dayshift]
• Unionized [UAW Local 2322]

The Clinical Operations Coordinator at Transhealth plays a critical role in the smooth operation of clinical and administrative workflows supporting our primary care and gender-affirming healthcare services. This position is responsible for supporting front desk Patient Services Coordinator (PSC) staff with patient check-in, scheduling, and related operational tasks, processing incoming and outgoing medical records requests, managing incoming faxes,, and other duties as directed.

Objectives & Responsibilities

• Assist front desk staff with patient check-in and scheduling as needed.
• Maintain organized and efficient appointment scheduling.
• Support patient check-out processes, including future appointment scheduling, referral communication, and copay collection.
• Enroll patients in the patient portal and maintain updated patient information in the Electronic Health Record (EHR) system (Epic).
• Patient Communication and Service
• Serve as a first point of contact for patients and families by phone, email, and in-person interactions.
• Provide patients with information, resources, and support with a trauma-informed, culturally competent approach.
• Field initial inquiries and assist with insurance verifications and documentation collections
• Process and track all incoming and outgoing medical records requests.
• Ensure proper completion of needed Release of Information (ROI) forms.
• Review and accurately file and/or direct incoming faxes.
• Ensure timely processing and documentation.
• Manage medical record requests and documentation uploads in patient charts.
• Assist with maintaining front desk organization and proper supply levels
• Maintain confidentiality and uphold patient privacy at all times.
• Assist with special projects and administrative duties as assigned by the Patient Services Manager.
• Participate in team meetings and quality improvement initiatives.

Qualifications & Experience

• High school diploma or equivalent required
• In-depth knowledge of, or past experience working with transgender/gender-diverse community required
• Ability to multitask, prioritize work, and maintain professionalism in a dynamic healthcare environment required
• Excellent interpersonal communication and collaboration skills (in-person, phone/video, written) required
• Able to work well both independently and as part of a multidisciplinary team required
• Proficiency with Google, Microsoft, and Adobe products required
• Proficiency with Electronic Health Record (EHR) systems preferred
• Excellent customer service, and organizational skills required
• Must pass a criminal background check required
• 2 years or more of experience in a fast-paced healthcare services environment (primary care, mental health, or specialty care setting) preferred
• Prior experience processing medical records requests preferred
• Experience in an environment that promotes ongoing change toward process improvement preferred
• Understanding of trauma-informed care principles preferred

Behavioral Requirements

• Passionate about providing affirming healthcare services to LGBTQIA communities
• Compassionate, flexible, and solutions-oriented
• Professional, detail-oriented, and reliable
• Comfortable in a high-paced environment, willing to adapt as the organization grows
• Must be able to adhere to/champion Transhealth’s values, policies, and standards of conduct
• Able to understand and empathize with others (patients, colleagues, visitors)
• Is team-oriented and willing to do jobs that might be outside of typical scope of work

Other

Cover letter detailing In-depth knowledge of, or past experience working with transgender/gender-diverse communities, as well as detailing experience with medical records and knowledge of applicable compliance, required

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee may be required to perform repetitive motions that may include the wrists, hands, and/or fingers. The employee is required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. There are no adverse environmental conditions expected.

Reasonable accommodations will be reviewed and considered upon request.

Job Types: Full-time

Pay: From $26 per hour

Expected hours: 40 per week on-site

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance with 100% of deductible employer covered
• Health savings account
• Life insurance
• Paid time off [15 days annually, 20 days maximum]
• Paid sick time [96 hours annually]
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Medical Specialty:

• Primary Care, GAHT, Physch, Behavioral health

Work Location: Florence, MA 01062

Job Type: Full-time

Pay: From $26.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Application Question(s):

• Have you attached a cover letter detailing In-depth knowledge of, or past experience working with transgender/gender-diverse communities, as well as detailing experience with medical records and knowledge of applicable compliance, and why you wish to work with Transhealth?

Experience:

• Medical records: 1 year (Preferred)

Ability to Commute:

• Florence, MA 01062 (Required)

Work Location: Hybrid remote in Florence, MA 01062

Salary : $26