• Directly supports clinical operations across acute and primary care, nutrition services, and psychiatry by managing patient scheduling, insurance and authorization workflows, referral coordination, and electronic health record (EHR) documentation.

• Responsible for providing measurable impact on patient access, revenue integrity, claims accuracy, reimbursement performance, and continuity of care, while maintaining strict compliance with HIPAA and organizational policies.

• Support the AAAHC Accreditation Handbook standards, particularly in patient rights, continuity of care, records management, and quality improvement.

Patient Access Services:

• Serve as the initial point of contact for patients via phone, electronic messaging, and in person.

• Schedule appointments across multiple service lines, ensuring appropriate visit type, provider match, and authorization requirements.

• Provide clear, compassionate communication regarding clinic services, scheduling options, and next steps in care.

• Manage appointment confirmations, cancellations, reschedules, and waitlists to optimize provider templates and patient flow.

Care Coordination & Referrals:

• Coordinate specialist referrals, ensuring complete and accurate documentation.

• Serve as a liaison between patients, providers, and external specialists to support continuity of care.

• Track referral status, authorizations, and receipt of consult notes.

• Assist patients in understanding referral processes, next steps, and appointment expectations.

Clinical Documentation & EHR Management:

• Ensure accurate, timely documentation of patient interactions, insurance verification, referrals, and authorizations in the EHR.

• Coordinate receipt and scanning of external medical records and reports.

• Maintain data integrity to support clinical decision-making, billing accuracy, and compliance audits.

Insurance Verification & Revenue Integrity:

• Verify patient insurance eligibility, benefits, and coverage prior to visits.

• Confirm referral, authorization, and pre-certification requirements for specialty services.

• Accurately enter and maintain insurance and demographic data in the EHR to prevent claims denials.

• Identify potential coverage or authorization issues early and proactively work with patients and payers to resolve them.

• Collaborate with billing and revenue cycle staff to ensure clean claims submission and appropriate reimbursement.

Immunization Compliance:

• Assist prospective and current students with compliance with Florida Atlantic’s immunization requirements.

• Utilize the vendor application (i.e. Medicat) to facilitate immunization compliance and the release of registration holds.

Compliance & Customer Service:

• Maintain strict compliance with HIPAA, privacy, and confidentiality standards.

• Deliver high-quality customer service.

• De-escalate patient concerns professionally and route complex issues appropriately.

• Support clinic quality improvement and AAAHC accreditation standards.

• Perform other job-related duties as assigned.