Patient Services Coordinator
hace 8 días
Albany
Job Description See your work in a new light. At LUX Infusion, we're reimagining infusion care to be more human, supportive, and connected. Inspired by lux—meaning light - we guide patients, providers, and partners through complex therapies with clarity, compassion, and confidence. As a clinician-led, U.S.-based organization, we put people first - helping patients feel seen and supported through faster therapy starts, dedicated care coordination, and meaningful collaboration. Our commitment to inclusion, diversity, equity, and advancement (IDEA) is central to our culture, ensuring every team member feels valued and empowered to make a difference. See your work in a new light. At LUX Infusion, we're reimagining infusion care as something more human, more supportive, and more connected. We lead with compassion and clarity - helping patients feel confident in moments that matter, while giving providers and partners the trust and insight they need to deliver better outcomes. We're looking for a Patient Services Coordinator who wants their work to mean something - someone who brings care, accountability, and purpose to what they do every day. Why This Role Matters This role plays an important part in helping LUX Infusion deliver a patient‑first experience - whether that impact is directly with patients or behind the scenes supporting care delivery. In this role, you'll contribute to work that: • Helps patients feel seen, supported, and informed, • Supports clinicians and partners through clarity, reliability, and trust, • Moves work forward in a growing, clinician‑led organization focused on better outcomes Everything we do connects back to real people navigating complex healthcare journeys - and this role helps make that journey brighter. The Patient Services Coordinator serves as a central point of contact for patients, caregivers, and referring providers, helping to ensure a welcoming, seamless, and supportive experience throughout the patient journey. This position is responsible for front-end operational coordination, including scheduling, registration, insurance-related administrative support, patient communications, and visit flow. In addition to core administrative responsibilities, the Patient Services Coordinator plays an important role in supporting the overall patient experience within the infusion center. This includes helping maintain a calm, organized, and hospitality-driven environment; providing non-clinical support for patient comfort; and communicating effectively with the clinical team to promote efficient, compassionate care. This role is essential to upholding the luxurious, patient-centered service standards that define LUX Infusion. What You'll Do Responsibilities include: • Greet patients, caregivers, and visitors warmly and professionally upon arrival, creating a positive first impression and a welcoming environment., • Manage patient check-in and check-out processes, including verifying demographic and insurance information, collecting co-pays, obtaining required documentation, and updating records as needed., • Schedule, confirm, and coordinate infusion and injectable therapy appointments in accordance with provider orders, treatment capacity, staffing availability, and patient needs., • Serve as a primary non-clinical point of contact for patient questions, appointment requests, and general service needs, routing clinical questions or concerns to licensed staff promptly and appropriately., • Support a smooth and efficient patient flow by directing or escorting patients and caregivers to appropriate waiting or treatment areas and communicating delays or changes in schedule to the care team., • Provide non-clinical support to enhance patient comfort during their visit, including offering refreshments, blankets, comfort items, and general assistance consistent with LUX Infusion service standards., • Promote a calm, clean, organized, and patient-ready environment in reception, waiting, and other patient-facing areas., • Observe the patient environment and promptly communicate patient concerns, distress, mobility limitations, dissatisfaction, or other non-routine issues to appropriate clinical or leadership staff., • Help patients and caregivers understand visit flow, scheduling expectations, required forms, and general next steps within the scope of the role., • Maintain accurate, timely, and confidential patient records in the electronic medical record (EMR) system and other operational platforms., • Assist with insurance verification, benefits review, pre-authorization tracking, and related administrative processes as assigned., • Support communication with referring provider offices regarding documentation, scheduling coordination, status updates, and other administrative needs., • Prepare daily schedules, patient paperwork, and administrative materials to support treatment area readiness and clinic efficiency., • Conduct appointment reminder calls, follow-up outreach, and scheduling adjustments to reduce missed visits and resolve scheduling conflicts in a timely and professional manner., • Provide administrative support to clinic operations and clinical staff, including scanning, faxing, filing, uploading, and organizing documentation., • Monitor inventory of front office, hospitality, and administrative supplies and assist with orderin and restocking as needed., • Uphold infection prevention, safety, privacy, and confidentiality standards in all reception and patient-facing areas., • Participate in orientation, ongoing training, and process improvement efforts to remain current on LUX Infusion policies, procedures, software systems, and service expectations., • Support service recovery by responding to non-clinical concerns with empathy, professionalism, and urgency, and escalating issues when appropriate., • Perform other duties as assigned by the VP of AIC Operations. KNOWLEDGE, SKILLS AND ABILITIES REQUIREMENTS • Exceptional customer service, hospitality, and interpersonal skills with a strong commitment topatient comfort, dignity, and satisfaction., • Strong verbal and written communication skills, with the ability to interact professionally and compassionately with patients, caregivers, providers, and coworkers., • Ability to manage multiple priorities in a fast-paced healthcare environment while maintaining attention to detail and professionalism., • Strong organizational and time-management skills, especially in relation to scheduling, patient registration, and administrative follow-through., • Ability to maintain composure, discretion, and sound judgment in high-volume, emotionally sensitive, or rapidly changing situations., • Working knowledge of medical terminology, patient registration workflows, insurance verification, benefits coordination, and authorization processes preferred., • Proficiency in EMR systems, scheduling software, Microsoft Office applications, and standard office equipment., • Ability to recognize issues that require immediate escalation to licensed clinical staff., • Demonstrated ability to work collaboratively with nursing staff, providers, intake personnel, leadership, and referring offices., • Adaptability, initiative, and problem-solving skills in support of operational efficiency and high-quality patient service. PHYSICAL DEMANDS AND WORK ENVIRONMENT • Ability to sit, stand, walk, bend, and move throughout the clinic environment for extended periods., • Ability to perform routine front-office and administrative tasks, including phone work, computer use, filing, scanning, and light lifting of office or supply items., • Comfort working in a dynamic clinical environment serving diverse patient populations with acute and chronic health conditions., • Willingness to travel occasionally to other LUX Infusion locations, including Palmer or Fairbanks, for training or operational support. AMERICANS WITH DISABILITY SPECIFICATIONS 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. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 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. What We're Looking For You may be a great fit if you bring: • Deep care about the human impact of your work, • Clear communication and effective collaboration skills, • Strong ownership and accountability for your responsibilities, • Comfort learning, adapting, and growing in a dynamic environment, • A desire to be part of a team that values empathy and high standards You don't need to check every box - we care just as much about how you show up as what's on your resume. Why LUX Infusion At LUX Infusion, we believe infusion care deserves more light - more warmth, more clarity, and more connection. Here, you'll find: • Purpose‑driven work with real impact, • A patient‑first, clinician‑led culture, • Supportive, collaborative teammates, • The opportunity to grow with a company building something meaningful Come help us elevate infusion care - and see what's possible when care comes first. Pay Range/Rate $22—$26 USD PHYSICAL DEMANDS The physical demands described here represent those required for an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. If you require a reasonable accommodation during the application or interview process, please contact the LUX Infusion Talent Team at Careers@LUXInfusion.com or 954.385.7322 x 1425. While performing the duties of this position, the employee may occasionally be required to stand, walk, or sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee may also be required to occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this role include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. OTHER REQUIREMENTS Employees are expected to: • Participate annually in required legal and ethical compliance training, • Consistently act in compliance with LUX Infusion's legal, ethical, and compliance policies, • Adhere to all standards and procedures outlined in the LUX Infusion Compliance Manual, • Refrain from any behavior that could be considered unethical or unlawfulEXPECTATIONS FOR ALL EMPLOYEES All LUX Infusion team members are expected to support the organization's mission, vision, and values by demonstrating integrity, dedication, compassion, and enthusiasm. This includes placing patients first, working collaboratively with a "stacked‑hands" mindset, and maintaining a consistent focus on quality, accountability, and continuous improvement. GENERAL INFORMATION The statements above are intended to describe the general nature and level of work performed by individuals in this role. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required. This role operates in a fast‑paced environment and requires the ability to prioritize competing demands, manage multiple tasks effectively, and seek guidance when appropriate. Employees in this position may be required to assist directly - or coordinate appropriate assistance - to ensure access to LUX Infusion's services for individuals with disabilities, including patients, visitors, employees, or others. LUX Infusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
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