Patient Care Coordinator

Job Function: Patient Care Coordinator
Job Level: Individual Contributor
Employment Status: Full-time
Location: Bronx, NY

Job Summary

We are seeking a compassionate, organized, and proactive Patient Care Coordinator to join our team in the Bronx, NY. This role is at the heart of the patient experience, serving as a key point of contact for patients while supporting the clinic's day-to-day operations.

The Patient Care Coordinator will help patients navigate their physical therapy journey, coordinate communication between patients and healthcare providers, assist with scheduling and insurance-related questions, and ensure that every patient feels welcomed, supported, and cared for.

The ideal candidate is an excellent communicator who is comfortable working in a fast-paced healthcare environment, has strong attention to detail, and genuinely enjoys helping others. Bilingual Spanish proficiency is required.

Key Responsibilities Patient Care & Advocacy

• Serve as a primary point of contact for patients, providing professional, compassionate, and responsive support throughout their care journey.
• Advocate for patients by addressing questions, concerns, and needs in a timely and effective manner.
• Assist patients in navigating the physical therapy process and provide guidance regarding appointments, treatment plans, and therapy goals.
• Explain insurance coverage, benefits, copayments, coinsurance, deductibles, and other patient financial responsibilities.
• Assist patients with scheduling, rescheduling, and appointment coordination.
• Educate patients on their treatment plans, exercises, therapy goals, and expected outcomes within the scope of the role.
• Maintain strict compliance with HIPAA and all applicable patient privacy and confidentiality requirements.
• Coordinate with internal departments, healthcare providers, and external vendors to ensure timely updates and services.

Care Coordination & Clinic Support

• Work closely with physical therapists and other healthcare professionals to promote seamless communication and continuity of patient care.
• Communicate relevant patient information to therapists and appropriate clinic staff.
• Partner with the Clinic Manager to improve workflows, enhance the patient experience, and support efficient clinic operations.
• Assist with administrative and clinical support activities as appropriate based on training, qualifications, and clinic needs.
• Provide support for pain management services or other clinical activities when needed and within the scope of training and qualifications.

Patient Experience

• Create a warm, welcoming, and professional environment for every patient and visitor.
• Engage positively with patients during therapy sessions, listen attentively to their concerns, and respond with empathy and professionalism.
• Build strong relationships with patients and help foster a positive and supportive clinic environment.
• Collect patient feedback and reviews to help identify opportunities for improving service quality and patient satisfaction.
• Capture positive patient experiences on video, when appropriate and with proper authorization, to support the organization's patient engagement and communications efforts.
• Consistently represent the organization's values, standards, and commitment to exceptional patient care.

Clinic & Facility Responsibilities

• Maintain a clean, organized, safe, and welcoming clinic environment, including the front desk, waiting areas, therapy areas, bathrooms, kitchen, pool, and storage areas.
• Regularly disinfect high-touch surfaces such as counters, door handles, seating areas, and other frequently used surfaces.
• Keep therapy rooms organized and ensure equipment is cleaned, sanitized, and properly stored after each use.
• Receive shipments, open deliveries, and restock supplies as needed.
• Organize patient forms, brochures, and other materials at the front desk.
• Assist with the assembly and setup of clinic furniture and equipment, including chairs, cabinets, tables, and beds, as needed.
• Ensure trash and other waste are properly disposed of and that bins in common and clinical areas are emptied regularly.
• Promptly identify and address spills, clutter, or other potential safety hazards.
• Collect, wash, dry, and fold used towels and ensure clean towels are properly stored and available for patient use.
• Collect patient financial responsibilities, including copayments, coinsurance, and deductibles, in accordance with established procedures, securely maintain collected funds, and provide them to the Clinic Manager on a weekly basis.

Qualifications

• High school diploma or equivalent required.
• Bachelor's degree in Healthcare Administration, Business Administration, or a related field preferred.
• Previous experience in a physical therapy practice, medical office, rehabilitation facility, or healthcare setting preferred.
• Bilingual in English and Spanish is required.
• Strong verbal and written communication skills with a patient-focused and empathetic approach.
• Excellent interpersonal skills and the ability to communicate effectively with patients, healthcare professionals, vendors, and administrative staff.
• Strong organizational skills and attention to detail, particularly when managing appointments, patient information, records, and administrative responsibilities.
• Working knowledge of medical terminology, health insurance processes, and HIPAA regulations preferred.
• Ability to multitask, prioritize responsibilities, and remain organized in a fast-paced clinical environment.
• Ability to work independently while also contributing effectively as part of a collaborative team.
• Professional, dependable, compassionate, and service-oriented attitude.

Physical Requirements

• Ability to stand and walk for extended periods throughout the workday.
• Ability to move throughout the clinic and assist with routine patient and clinic needs.
• Ability to assist patients as needed during therapy sessions within the scope of training and job responsibilities.
• Minimal lifting may be required, including moving light equipment, supplies, or furniture.
• Ability to perform routine cleaning, sanitizing, restocking, and facility-related tasks.
• Ability to handle and transport laundry, including loading and unloading washers and dryers.

Tools & Technologies

• Electronic Medical Records (EMR): WebPT
• Office Productivity: Microsoft Office, Google Workspace
• Communication: Email, instant messaging, and other digital communication platforms

What We're Looking For

We are looking for someone who is more than just organized — we're looking for a patient-focused team member who takes pride in creating a positive experience for every person who walks through our doors. If you are compassionate, dependable, bilingual in Spanish and English, and enjoy working in a hands-on healthcare environment, we'd love to hear from you.