6152 Patient Services Coordinator


TITLE Patient Services Coordinator




IMMEDIATE SUPERVISOR Director, Health and Wellness Services

MAJOR ADMINISTRATOR Vice President for Student Affairs


The Patient Services Coordinator is responsible for management and coordination of the patient services resources of Taylor Health and Wellness Center and supervises the staff that provides direct patient services in the non-medical areas of general information and appointments. The Patient Services Coordinator monitors and regulates the appointments system to assure an appropriate workload distribution and safeguards the confidentiality of medical records and information through enforcement of legal guidelines and policies.


Education: A high school diploma or the equivalent is required.

Experience: At least two years of experience in progressively responsible supervisory customer service positions is required. Prior supervisory work experience in a health care facility or health care related field is preferred.

Skills: Requires strong oral and written communication skills, excellent interpersonal skills, organizational and management skills, and supervisory skills. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.



1. Ensures that the Patient Services unit provides quality services to patients using the Taylor Health and Wellness Center by supervising and coordinating the operational functions of medical records and appointments, according to the accreditation standards of the Accreditation Association of Ambulatory Health Care, training new employees and scheduling ongoing training for employees working in medical records and appointments as necessary, scheduling the work activities of medical records and appointment staff, including full-time, part-time, and student workers, and coordinating the workload of the medical record and appointment staff with the other health center units and university departments.

2. Ensures that the release of medical records is handled according to legal guidelines and University policies, thus assuring the confidentiality of all medical records and information, by being knowledgeable of the applicable legal guidelines and University policies, instructing Patient Services employees on the proper procedures for the release of such information, and assuming responsibility for the release of all medical records and information.

3. Assists in the distribution of the workload to members of the medical staff by coordinating the appointment scheduling process.

4. Assures that the front office staff is trained to provide accurate health and wellness information to those patients who call Taylor Health and Wellness Center with a request for information.

5. Assures that the patient services operation of Taylor Health and Wellness Center complies with the requirements of HIPAA and other laws and regulations that govern the handling of medical records.

6. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.

7. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses as directed by the Director of Health and Wellness Services.

8. Contributes to the smooth and efficient operation of the Health Center by performing other essential duties and responsibilities as assigned.


The Patient Services Coordinator is supervised by the Director of Health and Wellness Services. The Patient Services Coordinator exercises supervision of subordinate personnel as required.




Factor 1: Educational/Experience Requirements of the Job

Level 5 - 680 Points: A combination of education and experience equivalent to a Level 5 as indicated by the Equivalencies Chart, when permitted by the Minimum Acceptable Qualifications.

Factor 2: Complexity and Technical Mastery

Level 3 - 220 Points: Considerable skill in oral and written communication, the ability to make basic mathematical calculations, the ability to understand and follow instructions, knowledge of moderately complex or other work procedures, and the ability to work independently and coordinate a variety of activities and events are required.

Factor 3: Responsibility for the Work of Others

Level 4 - 110 Points: Some supervision and training of small numbers of student or part-time workers is required where the nature of supervision is largely confined to scheduling work and assigning tasks. Supervision at this level may also involve directing the work assignments of one or more permanent, full-time employees. Supervisory tasks may include providing input into hiring and employee evaluation processes, but the final decisions are made by other supervisors. The incumbent typically does not perform a full range of supervisory responsibilities, and supervisory duties typically involve relatively little time during the work day.

Factor 4: Guidelines

Level 2 - 130 Points: The work generally involves sequential steps and methods explained by the supervisor and/or described by specific guidelines such as standard operating procedures, handbooks, and/or reference manuals exist. Tasks are relatively clear-cut and involve related steps, processes, and methods. The employee may be required to recognize differences in a variety of situations, but those differences are normally clear and require the selection of standard processes to resolve. The number and similarity of guidelines and work situations requires the employee to use judgment in locating and selecting the most appropriate guidelines, references, and procedures for application and in making minor deviations to adapt guidelines in specific cases. Situations to which the existing guidelines cannot be applied or proposed deviations from the guidelines are referred to a supervisor.

Factor 5: Contacts

Level 4 - 205 Points: The purpose of interactions is to solve recurring and structured problems, to provide specialized or technically precise information to others, and/or to plan or coordinate work efforts with other employees. Contacts involve cooperation and coordination and may involve the organization of activities of programs requiring working relationships among several parties. While contacts may require some level of persuasion, potential for conflicts and disputes are relatively minor. Interactions are moderately structured and routine and may involve employees in different functions, students, and/or the general public.

Factor 6: Work Impact

Level 3 - 300 Points: Work activities normally address conventional problems or situations with established methods to supply other employees with information, services, or products they use to perform their work. Work products or services facilitate the work of other employees and directly affects the ability of other employees to timely complete specific tasks or processes. Work activities may affect the quality of services provided to moderate numbers of employees, students, or the public, but the services, information, or products provided have relatively minor effects on the welfare of the affected groups.

Factor 7: Physical Effort and Work Environment

Level 1 - 25 Points: The work environment consists of exposure to physical conditions typical of a normal office environment. Most of the job is performed while sitting, although the work may require occasional standing or walking and/or the lifting and carrying of small objects.