Patient Services Coordinator II

Texas A&M University System • College Station, TX

4d

About The Position

The Patient Services Coordinator II provides advanced administrative and operational support to the University Health Services Patient Services unit, serving as a primary liaison between patients, clinical staff and providers. The Patient Services Coordinator II is responsible for assisting with training, ensuring productivity, and coordination of patient referrals, appointment scheduling, medical records requests and insurance processing, as well as providing customer service, while working closely with clinical staff to ensure patient flow and positive patient experience.

Requirements

• Bachelor’s degree
• Three years of related experience in medical office or administrative setting or closely related.

Nice To Haves

• Three to five years of experience in a medical office or healthcare setting, with responsibilities in patient services, scheduling, medical billing or medical records.
• Experience working with electronic health record (EHR) systems and referral management processes.
• Familiarity with HIPAA, FERPA, and other confidentiality regulations.
• Strong organizational and leadership skills, including experience training or mentoring staff.
• Knowledge of insurance verification and referral authorization procedures.

Responsibilities

• Patient Services Operation Support
• Assists Patient Services Manager with operational support and workflow coordination, as needed
• Monitors referral and medical record work queues, assigns or reallocates tasks to ensure timely completion, as approved by Patient Services Manager
• Provides additional team coverage and support during staffing shortages
• Helps maintain unit schedules, coverage coordination, attendance tracking as needed
• Serves as a lead resource for Administrator Coordinator I staff
• Assists with training of new staff
• Escalates workflow, performance or concerns to Patient Services Manager as needed
• Assists with resolving patient concerns in collaboration with supervisor
• Acts as an additional point of contact for interdepartmental communication and coordination
• Provides leadership support, acting as backup to the unit supervisor when assigned or in their absence
• Assists in developing and updating training materials when directed
• Makes recommendations for process improvements or administrative changes.
• Assists in the development of department guidelines and protocols.
• Referral Coordination
• Review and process incoming and outgoing referral requests from providers.
• Assist patients in scheduling appointments with specialists, hospitals, and service providers in the community.
• Prioritize urgent referrals and coordinate timely scheduling.
• Verify referral details for accuracy and completeness, including patient insurance coverage.
• Maintain documentation in the EMR relevant to the referral process, notifying patients and providers of referral statuses.
• Ensure patient results and records are received, uploaded and routed appropriately to the referring provider.
• Serve as the primary contact for questions about referral statuses.
• Monitor referral queues and ensure timely processing.
• Follow up on pending, incomplete, or declined referrals to ensure unit compliance procedures.
• Medical Records
• Review, validate, and process incoming record requests from current and former patients, healthcare providers, legal offices, insurers, and third-party organizations.
• Retrieve and compile relevant medical records from the EMR system.
• Ensure records are complete, accurate, and properly formatted before release.
• Determine appropriate release method (electronic, mail, fax, secure portal) based on request requirements and privacy guidelines.
• Calculate and apply applicable processing fees for records request in accordance with federal, state and organization regulations.
• Communicate with requestors to clarify incomplete information, obtain missing forms, or provide status updates.
• Track requests and maintain detailed documentation in the records management system.
• Obtain provider approval or manager review for sensitive or restricted records when required.
• Follow retention policies, institutional guidelines, and regulatory standards such as HIPPA, FERPA and state laws.
• Customer Service/ Medical Office
• Monitor clinical schedule, ensure efficient patient flow, and manage check-in.
• Verify and update patient eligibility, demographics, insurance information and card images in the electronic health record (EHR)
• Collect document signatures for patient acknowledgements and required compliance forms.
• Confirm TAMU student insurance eligibility for pharmacy and medical staff.
• Answer patient inquiries regarding appointments, procedures, office policies, and general information.
• Coordinate call trees in Patient Services and Preventive Medicine and assist with complex scheduling, canceling, and rescheduling appointments.
• Respond to patient inquiries regarding charges, eligibility, new student requirements, etc., in person, by phone, and email.
• Research and respond to patient feedback and concerns in person, by phone and email, notifying leadership as appropriate.
• Ensure compliance with HIPAA regulations by safeguarding patient confidentiality at all times.

Benefits

• Medical, prescription drug, dental, vision, life and AD&D, flexible spending accounts, and long-term disability insurance with Texas A&M contributing to employee health and basic life premiums
• 12-15 days of annual paid holidays
• Up to eight hours of paid sick leave and at least eight hours of paid vacation each month
• Automatic enrollment in the Teacher Retirement System of Texas
• Health and Wellness: Free exercise programs and release time
• Professional Development: All employees have access to free LinkedIn Learning training, webinars, and limited financial support to attend conferences, workshops, and more
• Educational release time and tuition assistance for completing a degree while a Texas A&M employee

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level