Job Description

Patient Services Coordinator

Agency

Texas A&M University

Department

University Health Services

Commensurate

College Station, Texas

Staff

University Health Services empowers Texas A&M students through integrated care that supports their physical and mental health. As part of Texas A&M Health—the university’s comprehensive health science center—our clinicians provide the highest level of care in medicine, counseling, psychology and emergency medical services that fosters students’ academic, personal and professional success.

What we want

The Patient Care Coordinator provides administrative operational support to the University Health Services Patient Services unit, serving as a primary liaison between patients, clinical staff and providers. Coordinates 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.

What you need to know

Required Education and Experience

• Bachelor’s degree or an equivalent combination of education and experience.

• Two years of experience in office administration

Preferred Qualifications

• Master’s degree in Health Promotion, Public Health, or Health Education

• Five years of experience administering comprehensive health education programming.

• Experience providing a resiliency-based training to college students.

• Knowledge of resiliency programming and education for college students.

Knowledge, Skills, and Abilities

• Ability to work cooperatively with others.

• Ability to work with sensitive information and maintain confidentiality.

• Ability to use and manage an electronic health records system.

• Ability to work independently.

• Knowledge of word processing, spreadsheet, and database applications.

• Knowledge of laws and regulations related to confidentiality, including HIPAA and FERPA.

• Planning and organizational skills.

• Strong interpersonal and organizational skills.

• Strong written and verbal communication skills.

• Attention to detail.

• Time management capabilities and prioritization skills.

Responsibilities

Referral Coordination

• Reviews and processes incoming and outgoing referral requests from providers.

• Assists patients in scheduling appointments with specialists, hospitals, and service providers in the community.

• Prioritizes urgent referrals and coordinate timely scheduling.

• Verifies referral details for accuracy and completeness, including patient insurance coverage.

• Maintains documentation in the EMR relevant to the referral process, notifying patients and providers of referral statuses.

• Ensures patient results and records are received, uploaded and routed appropriately to the referring provider.

• Serves as the primary contact for questions about referral statuses.

• Monitor referral queues and ensure timely processing.

• Follows up on pending, incomplete, or declined referrals to ensure unit compliance procedures.

• May provide training to referral support staff.

• Plans and implements processes for following-up with patients who have been referred to providers in the community and assists in their evaluation.

Medical Records

• Reviews, validates, and processes incoming record requests from current and former patients, healthcare providers, legal offices, insurers, and third-party organizations.

• Retrieves and compiles relevant medical records from the EMR system.

• Ensures records are complete, accurate, and properly formatted before release.

• Determines appropriate release method (electronic, mail, fax, secure portal) based on request requirements and privacy guidelines.

• Calculates and applies applicable processing fees for records request in accordance with federal, state and organization regulations.

• Communicates with requestors to clarify incomplete information, obtain missing forms, or provide status updates.

• Tracks request statuses and maintain detailed documentation in the records management system.

• Obtains provider approval or manager review for sensitive or restricted records when required.

• Follows retention policies, institutional guidelines, and regulatory standards such as HIPPA, FERPA and state laws.

• Serves as primary or backup administrative support to assigned functional areas.

Customer Service/Medical Office

• Monitors clinical schedule, ensure efficient patient flow, and manage check-in.

• Verifies and updates patient eligibility, demographics, insurance information and card images in the electronic health record (EHR)

• Collects document signatures for patient acknowledgements and required compliance forms.

• Confirms TAMU student insurance eligibility for pharmacy and medical staff.

• Answers patient inquiries regarding appointments, procedures, office policies, and general information.

• Coordinates call trees in Patient Services and Preventive Medicine and assist with complex scheduling, canceling, and rescheduling appointments.

• Responds to patient inquiries regarding charges, eligibility, new student requirements, etc., in person, by phone, and email.

• Researches and responds to patient feedback and concerns in person, by phone and email, notifying leadership as appropriate.

• Ensures compliance with HIPAA regulations by safeguarding patient confidentiality at all times.

• Assists in developing and implementing office procedures.

Other Duties as Assigned

• Participates in University and departmental activities, programs, and services.

All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution’s verification of credentials and/or other information required by the institution’s procedures, including the completion of the criminal history check.

Equal Opportunity/Veterans/Disability Employer.