**Position Title: ******Patient Services Representative / Patient Experience Coordinator **
**

Supervisor: Patient Services Manager

FLSA Status: Non-Exempt

Mission:

To provide our patients and community the most innovative and breakthrough treatment options to improve overall health and wellness.

Values:

Patient Experience

Innovation

Integrity

Teamwork

Job Summary:

The PSR – Patient Experience Coordinator is a dual‑function role that balances front‑line Patient Services Representative (PSR) responsibilities with Patient Experience coordination and support. Under the supervision of the Patient Services Manager, this role serves as a primary point of contact for patients and internal teams while ensuring an exceptional patient experience throughout the care journey.

This position is responsible for high‑volume scheduling and phone management, accurate patient information and insurance verification, and day‑to‑day clinic operations, while also focusing on patient communication, continuity of care, issue resolution, and patient retention. Success in this role requires strong customer service skills, attention to detail, compassion, and the ability to work efficiently in a fast‑paced clinical environment.

Key responsibilities of the Patient Services Representative / Patient Experience Coordinator role include, but are not limited to:

PSR / Clinic Scheduling & Front‑Desk Operations

• Makes outbound calls for scheduling, follow‑ups, orders, and patient callbacks.

• Schedules, confirms, and manages appointments for multiple providers using computerized scheduling systems.

• Coordinates appointment requests while considering patient needs, provider availability, and clinic flow.

• Identifies and resolves scheduling conflicts and proactively troubleshoots issues to maintain efficient patient flow.

• Verifies patient demographics, insurance eligibility and pre‑authorization requirements.

• Collects payments and copays as needed.

• Updates and maintains accurate patient records in the EHR and practice management systems.

• Cross‑trains and supports PSR coverage as needed.

• Serves as a communication liaison between patients, providers, PSRs, and other departments.

• Ensures patients understand next steps in their individualized care plans and clinic expectations.

• Builds and maintains positive, long‑standing relationships with patients to support retention and continuity of care.

• Manages patient inquiries related to reminders, cancellations, reschedules, and no‑shows.

• Addresses patient concerns or complaints, resolving when possible and escalating to leadership when appropriate.

• Communicates clinical policies and expectations clearly and compassionately.

• Supports patient retention strategies and continuity‑of‑care initiatives.

• Assists with insurance‑related correspondence and patient questions.

• Always maintains confidentiality and compliance with HIPAA and organizational policies.

Administrative & Operational Support

• Gathers, enters, and maintains clinic data, files, and records in an organized and confidential manner.
• Establishes and maintains accurate documentation within clinic systems.
• Performs miscellaneous job‑related duties and tasks as assigned.

Supervisory Responsibility:

• This position has no supervisory responsibilities.

** Qualifications:**

• High School Diploma or GED required; post‑secondary education strongly preferred.
• Minimum of one year of customer service experience with strong phone and communication skills.
• Minimum of six months’ experience in a healthcare, medical office, or insurance environment.
• Knowledge of medical terminology and insurance processes preferred.

Skills & Abilities:

• Excellent verbal and written communication skills with professional phone etiquette.
• Strong problem‑solving and conflict‑resolution abilities.
• Highly organized, detail‑oriented, and efficient.
• Friendly, compassionate, and patient‑focused demeanor.
• Ability to manage multiple priorities in a fast‑paced environment.
• Ability to work independently and collaboratively within a team.
• Strong computer proficiency, including Microsoft Office and EHR systems.
• Ability to follow oral and written instructions and prioritize workload effectively.

** Work Environment:**

This role is performed in a clinic or office setting and is 100% in‑office due to operational needs.

** Physical Demands:**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to grasp or handle objects, tools, or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. Position will require being seated for approximately 85-90% of the time. The employee must occasionally lift or move up to 20 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

** Compensation & Work Schedule:**

• Full-time: 40 hours/week.
• Non-Exempt.
• Day Shift: Monday - Friday; 7:30AM - 4:00PM or 8:30AM - 5:00PM
• No evenings or weekends.
• A competitive benefits package including medical, dental, vision, disability, and life insurance, 401(k) Plan, PTO time, paid holidays and HSA plan is offered.

No Phone Calls, Please!

All applicants must be legally authorized to work in the United States at the time of hire. Twin Cities Pain Clinic does not provide employment visa sponsorship for this position.