Administrative Coordinator

Holyoke Medical Center is a 219-bed independent community hospital that has served the healthcare needs of the Pioneer Valley for over 125 years. We continue to grow and address the needs of our community through quality and patient-centered care.

Position Summary

Holyoke Medical Center's Occupational Health Department, The Work Connection, helps area employers and Valley Health Systems' own workforce maintain a safe, healthy, and productive workplace through a full range of occupational medicine services. The Administrative Coordinator is the operational backbone of The Work Connection. This role combines billing, employer and client liaison work, and day-to-day administrative support. The ideal candidate is a dependable communicator who can manage multiple priorities, handle sensitive information with discretion, and build strong relationships with employers, patients, and internal teams.

Key Responsibilities

• To maintain professionalism, confidentiality, accuracy, and service excellence in all interactions with clients, patients, physicians, clinical staff, internal departments, and external clients/companies.
• To provide courteous, responsive, and timely customer service, including same-day follow-up (Monday–Friday) with client companies and workers' compensation contacts regarding services, inquiries, and concerns.
• To ensure accurate and timely patient registration, including verification and updating of patient demographics, insurance coverage, referrals, identification, and required documentation within the Medical Center's electronic medical record (EMR) and computer systems.
• To assist patients during check-in and check-out, recognize individual needs and injuries, communicate anticipated delays, answer questions, and facilitate timely evaluation and treatment.
• To coordinate patient appointments, follow-up visits, diagnostic testing, and ancillary hospital services while ensuring accurate entry of outpatient orders and communication of necessary instructions.
• To administer and maintain Random Pool programs in accordance with applicable federal and non-federal regulatory requirements, including Police, Fire, and Department of Defense (DOD) compliance requirements.
• To perform assigned clinical and occupational health testing procedures as needed, including obtaining vital signs, collecting urine specimens for drug testing, and performing saliva drug and alcohol testing, while adhering to established clinical, safety, and infection control procedures.
• To maintain accurate client company profiles, account information, and service records for active and inactive companies within the Occupational Health Services (OHS) service area.
• To communicate OHS services and applicable DOT, OSHA, PPE, medical surveillance, and drug and alcohol testing requirements to current and prospective clients.
• To prepare monthly account activity reports and collaborate with the Director on quarterly statistical reporting to evaluate client activity, service utilization, account trends, and opportunities for growth and improvement.
• To support client account renewals, service utilization reviews, billing inquiries, payment concerns, and resolution of account-related issues in coordination with appropriate internal departments and insurance payors.
• To verify patient charges against encounter forms and medical records, accurately enter charges into the Medical Center's Order Entry System, and maintain complete billing and registration records.
• To coordinate daily administrative operations, including telephone coverage, appointment scheduling, physician activities, staff meetings, patient pre-registration, and preparation of daily schedules, paperwork, and medical charts.
• To maintain accurate patient records by filing laboratory results and clinical documentation, retrieving and organizing charts, processing incoming and outgoing correspondence, and maintaining referral appointment and no-show logs.
• To ensure timely and accurate faxing and mailing of physician reports and customer information to client companies and appropriate recipients.
• To maintain effective communication and information flow among clients, patients, physicians, clinical staff, and internal OHS departments to support efficient service delivery and continuity of operations.
• To demonstrate proficiency in Medical Center computer systems and software related to patient registration, billing, admissions, report generation, Order Entry, EMR, and Random Pool management.
• To identify operational, administrative, billing, and workflow challenges; exercise sound independent judgment within established departmental policies; recommend solutions; and refer complex or policy-related matters to the appropriate supervisor.
• To maintain and improve departmental records, tracking systems, filing procedures, accounting records, and administrative processes to promote accuracy, efficiency, and regulatory compliance.
• To maintain office and clinical equipment and supplies, monitor inventory, assist with ordering and restocking, and promptly communicate operational and equipment needs to the supervisor.
• To demonstrate strong organizational, analytical, interpersonal, written, and verbal communication skills, emotional intelligence, accountability, and a solutions-focused approach.
• To maintain working knowledge of medical terminology and applicable federal, state, and regulatory requirements affecting Occupational Health Services operations.
• To participate in staff meetings, in-services, professional development, networking events, special events, and ongoing training as assigned to maintain competency in departmental procedures, regulatory requirements, technology, and customer service expectations.
• To promote teamwork, support a positive and professional workplace environment, and identify opportunities to improve customer service, departmental efficiency, and overall operational effectiveness.

Required

• High school diploma or equivalent; associate degree or higher preferred
• 3–5 years of experience in administrative support, medical office, or billing
• Working knowledge of billing processes, invoicing, and payment posting
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Proficiency with Microsoft Office (Word, Excel, Outlook) and comfort learning new software
• Ability to maintain confidentiality and exercise sound judgment

Benefits

We offer a competitive salary & benefit package, including:

• low cost health insurance with no deductibles when using HMC services
• dental and vision insurance
• free disability and life insurance
• Up to$7000 in tuition/certification reimbursement
• 403(b) plan
• free onsite parking