New Patient Coordinator

Overview

Why work for us?
We offer our employees a competitive benefits package that includes Medical, Dental, Vision, Life Insurance, Short-term and Long-term disability coverage, a generous PTO program, a 401k plan that comes with a company match, a Wellness program that rewards you practicing a healthy lifestyle, and lots of other great perks such as Tuition Reimbursement, an Employee Assistance program and discounts on some of your favorite retailers.

Scope:

Under direct supervision, responsible for new patient coordination activities that may include account and insurance registration and scheduling of new patients for exams and procedures. Maintains patient records, prepares forms, verifies information, and resolves routine and non-routine problems. Follows standard procedures and pre-established guidelines to complete tasks. Supports and adheres to the US Oncology Compliance Program, to include the Code of Ethics and Business Standards, and US Oncology’s Shared Values.

Responsibilities

• Serve as a key liaison between referring providers, clinical teams, and new patients to ensure timely, accurate, and compassionate coordination of care.
• Manage the full continuum of the new patient referral process, ensuring all referrals are processed efficiently and in alignment with departmental standards. Assess patient needs independently to prioritize and triage referrals, ensuring timely access to care based on clinical urgency.
• Actively follow up with referring providers to obtain missing medical records, diagnostic results, and documentation critical to patient onboarding.
• Collect and verify patient demographic, insurance, and referral information to ensure a seamless registration and scheduling experience. Accurately create and update patient accounts in the practice management system, maintaining data integrity and readiness for clinical review.
• Conduct insurance eligibility and benefit investigations to support financial transparency and patient preparedness. Provide patients with clear, compassionate communication regarding appointment logistics, including time, location, directions, and preparation instructions.
• Facilitate a welcoming onboarding experience by distributing and reviewing new patient paperwork and educational resources.
• Maintain and adjust physician schedules to ensure new patients are appropriately and efficiently scheduled. Collaborate closely with clinical and administrative teams to accommodate scheduling needs and rescheduling requests without disrupting care continuity.
• Ensure all patient records are accurately documented and updated in designated systems, supporting informed decision-making across care teams. Review and validate the completeness of medical records during the registration process to support clinical readiness.
• Escalate complex or time-sensitive issues to the appropriate department or supervisor to ensure timely resolution and patient satisfaction. Uphold all organizational policies, healthcare regulations, and accreditation standards, including HIPAA, in every interaction and process. Contribute to a culture of excellence by supporting additional duties as assigned and continuously seeking opportunities to improve the patient experience Other duties as requested or assigned.

Qualifications

Requirements:

High School diploma or equivalent required. Two (2) years patient access and/or referral management experience in healthcare preferred with progressive responsibility or equivalent combination of education and work experience. Knowledge of multiple PMS and EHR platforms preferred. Knowledge of healthcare workflows and referral management best practices. Experience with Microsoft Office Products (Outlook, Word, Teams, and Excel) required. Proficiency with medical terminology and insurance benefits and eligibility verification. Must successfully complete required onboarding courses and on-demand training within 45 days of occupying position.

Competencies:

Uses Technical and Functional Experience: Possesses up to date knowledge of the profession and industry; accesses and uses other expert resources when appropriate. Demonstrates Adaptability: Handles day to day work challenges confidently; is willing and able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change; shows resilience in the face of constraints, frustrations, or adversity; demonstrates flexibility. Uses Sound Judgment: Makes timely, cost effective and sound decisions; makes decisions under conditions of uncertainty.

Shows Work Commitment: Sets high standards of performance; pursues aggressive goals and works efficiently to achieve them. Commits to Quality: Emphasizes the need to deliver quality products and/or services; defines standards for quality and evaluated products, processes, and service against those standards; manages quality; improves efficiencies.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to be present at the employee site during regularly scheduled business hours and regularly required to sit or stand and talk or hear. Requires full range of body motion including handling and lifting patients, manual and finger dexterity, and eye-hand coordination. Requires standing and walking for extensive periods of time. Occasionally lifts and carries items weighing up to 40 lbs. Requires corrected vision and hearing to normal range.

Work Environment: This is an onsite position. The work environment may include exposure to communicable diseases, toxic substances, ionizing radiation, medical preparations, and other conditions common to an oncology/hematology clinic environment. Work will involve in-person and virtual interaction with co-workers and management and/or clients. Work may require minimal travel by air or automobile to office sites.

Requirements:

High School diploma or equivalent required. Two (2) years patient access and/or referral management experience in healthcare preferred with progressive responsibility or equivalent combination of education and work experience. Knowledge of multiple PMS and EHR platforms preferred. Knowledge of healthcare workflows and referral management best practices. Experience with Microsoft Office Products (Outlook, Word, Teams, and Excel) required. Proficiency with medical terminology and insurance benefits and eligibility verification. Must successfully complete required onboarding courses and on-demand training within 45 days of occupying position.

Competencies:

Uses Technical and Functional Experience: Possesses up to date knowledge of the profession and industry; accesses and uses other expert resources when appropriate. Demonstrates Adaptability: Handles day to day work challenges confidently; is willing and able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change; shows resilience in the face of constraints, frustrations, or adversity; demonstrates flexibility. Uses Sound Judgment: Makes timely, cost effective and sound decisions; makes decisions under conditions of uncertainty.

Shows Work Commitment: Sets high standards of performance; pursues aggressive goals and works efficiently to achieve them. Commits to Quality: Emphasizes the need to deliver quality products and/or services; defines standards for quality and evaluated products, processes, and service against those standards; manages quality; improves efficiencies.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to be present at the employee site during regularly scheduled business hours and regularly required to sit or stand and talk or hear. Requires full range of body motion including handling and lifting patients, manual and finger dexterity, and eye-hand coordination. Requires standing and walking for extensive periods of time. Occasionally lifts and carries items weighing up to 40 lbs. Requires corrected vision and hearing to normal range.

Work Environment: This is an onsite position. The work environment may include exposure to communicable diseases, toxic substances, ionizing radiation, medical preparations, and other conditions common to an oncology/hematology clinic environment. Work will involve in-person and virtual interaction with co-workers and management and/or clients. Work may require minimal travel by air or automobile to office sites.

• Serve as a key liaison between referring providers, clinical teams, and new patients to ensure timely, accurate, and compassionate coordination of care.
• Manage the full continuum of the new patient referral process, ensuring all referrals are processed efficiently and in alignment with departmental standards. Assess patient needs independently to prioritize and triage referrals, ensuring timely access to care based on clinical urgency.
• Actively follow up with referring providers to obtain missing medical records, diagnostic results, and documentation critical to patient onboarding.
• Collect and verify patient demographic, insurance, and referral information to ensure a seamless registration and scheduling experience. Accurately create and update patient accounts in the practice management system, maintaining data integrity and readiness for clinical review.
• Conduct insurance eligibility and benefit investigations to support financial transparency and patient preparedness. Provide patients with clear, compassionate communication regarding appointment logistics, including time, location, directions, and preparation instructions.
• Facilitate a welcoming onboarding experience by distributing and reviewing new patient paperwork and educational resources.
• Maintain and adjust physician schedules to ensure new patients are appropriately and efficiently scheduled. Collaborate closely with clinical and administrative teams to accommodate scheduling needs and rescheduling requests without disrupting care continuity.
• Ensure all patient records are accurately documented and updated in designated systems, supporting informed decision-making across care teams. Review and validate the completeness of medical records during the registration process to support clinical readiness.
• Escalate complex or time-sensitive issues to the appropriate department or supervisor to ensure timely resolution and patient satisfaction. Uphold all organizational policies, healthcare regulations, and accreditation standards, including HIPAA, in every interaction and process. Contribute to a culture of excellence by supporting additional duties as assigned and continuously seeking opportunities to improve the patient experience Other duties as requested or assigned.