Patient Access Coordinator I

GENERAL SUMMARY:

The Patient Access Coordinator I functions as an administrative staff expert in 
coordinating services on behalf of the patient and delivering excellent customer service 
in collaboration with the service area team including physicians, advanced practice 
providers, supportive services staff, and other support staff within a disease or service -
specific model of care to create a high quality, efficient, safe, and exceptional patient 
experience.

The Patient Access Coordinator will develop relationships and processes to support 
intake and ongoing coordination of care for patients. Regularly interacts with and is 
responsible for maintaining constructive lines of communication with patients, family 
members and caregivers, disease or service area specific providers and team 
members, HFHS Physicians, and Community Physicians and office staff. Actively 
contributes to an organizational culture committed to the highest degree of service 
excellence to all customer groups. 

PRINCIPLE DUTIES AND RESPONSIBILITIES:

1. Provide World Class Service Excellence

• Warm patient greeting and closing (AIDET)
• Service recovery (HEART)
• Adheres to Chief First Impressions Officers (CFIO) standards
• Adheres to Front Line Staff dress code at all times

2. Create a daily environment that fosters a warm, welcome feeling to patients and 
their families. Develop rapport with patients and family/caregivers when contacting 
them to arrange services.

3. Collaborate with other health care team members including physicians, nurses, 
advanced practice providers, social workers, financial counselors, community health 
workers, nurse navigators, and ancillary and other support staff to ensure optimal 
quality of care and patient satisfaction – both internal and external to the 
organization.

4. Assist the team and patients in the multidisciplinary treatment approach using the 
disease or service area specific care pathway as a guide:

• Facilitate and operationalize processes designed to foster barrier free access to 
  appointments and service for referring physicians
• Initiate contact and maintain relationships with incoming patients and families. 
  This includes, but is not limited to, assisting prior to visit with directions, 
  accommodations i.e., hotel or guest apartments, and way-finding while on the 
  campus. Send out patient itinerary and wayfinding information through traditional 
  methods and new technology that becomes available.
• Coordinate all required patient services:

- Pre-appointment work-up (registration; insurance authorizations; gathering 
records, testing, and tissue)
- Appointments for office visits, procedures, and tests across any setting of 
care or type of treatment. Requests for services may come in by phone, by 
referral work queue, by online form, or other portals.
- Post-appointment follow up across any setting of care or type of treatment
- Other required services and support in progressing the patient along the care 
pathway, such as coordinating appointments, sending out testing paperwork,
etc.