Job Title: Patient Care Coordinator- Team Lead

FLSA: Non- Exempt

Reports To: Patient Care Coordinator Supervisor

Department: Outpatient Psychiatric Services

Summary:

The Patient Care Coordinator - Team Lead supports efficient, client-centered outpatient psychiatric clinic operations by coordinating the daily work of the Patient Care Coordinators (PCCs) while continuing to perform core PCC functions. This role facilitates the flow of medication management appointments and patient service needs, including scheduling, documentation support, telehealth workflow, and payment collection.

The Team Lead provides front-line leadership to ensure consistent execution of "front-end clinic" processes such as prior authorizations, insurance coordination, copay collection, and clinic flow, and serves as the primary escalation point for PCC workflow questions. The role interacts directly with patients, visitors, clinic management, counseling staff, and prescribers (psychiatrists/CRNPs).

In addition to the details and requirements for the employee listed below, Laurel Life expects the employee be committed to incorporating principles of trauma informed care in all areas of service delivery. Commitment to these principles in trauma treatment will be required through attendance in trainings and use of identified evidence-based practices. Trauma informed care includes cultural sensitivity and emphasizes a safe and respectful environment for all clients and staff.

Duties and Responsibilities:

The Patient Care Coordinator- Team Lead is responsible for the following:

· Team Lead Functions (Patient Care Coordinator Team Leadership)

o Provide day-to-day coordination of PCC workflow, including coverage assignments, task distribution, and ensuring timely completion of front-end clinic responsibilities.

o Serve as the first point of support/escalation for PCC questions related to clinic flow, scheduling, authorizations, and EHR processes.

o Support onboarding and training of new PCC staff; reinforce standard work, customer service expectations, and documentation practices.

o Monitor daily operations for consistency and accuracy (e.g., co-pay logs, appointment statuses, prior auth tracking) and report trends/barriers to the PCC Supervisor.

o Lead brief huddles or check-ins to review priorities (provider schedules, telehealth needs, authorization deadlines, coverage).

o Collaborate with prescribers and clinic leadership to proactively address operational challenges affecting service delivery.

· Front End Clinic Operations and Customer Care

o Provide customer care: answer phones, take messages, greet the public, respond to inquiries professionally, and route communication appropriately.

o Greet visitors and patients professionally; determine reason for visit; secure required documents/signatures.

o Schedule psychiatric medication management appointments; manage appointment confirmations/cancellations/reschedules and ensure accurate appointment status updates in the EHR.

o Establish payment methods, collect co-pays/coinsurance/deductibles, issue receipts, and maintain accurate logs and documentation.

o Coordinate insurance updates and communication with billing staff regarding coverage changes.

· Psychiatric Clinic Flow & Prescriber Support (Telehealth/ In Person)

o Prepare for prescriber appointments (telehealth and in-person), including confirming consents, preparing documents for review/signature, and ensuring rooms/supplies are ready.

o Support telehealth workflow: seat telehealth patients, email videoconference links, assist with technology as needed, and communicate patient flow to providers.

o Open encounters, assist with vitals when needed, and enter vitals in the EHR as appropriate.

o Ensure patient documentation is complete and up to date; review intake forms for completion prior to initial appointments; gather demographic/medication updates.

o Obtain patient signatures on encounter forms at end of appointments.

· Psychiatric Prior Authorizations & Medication Coordination

o Manage psychiatric prior authorizations and collaborate with psychiatrists/CRNPs to complete prior auth requests.

o Submit prior auth requests to appropriate insurance companies and track outcomes for medication management clients.

o Coordinate medication requests with clients/parents; communicate with prescribers about samples, refills, and medication-related needs.

o Manage denials and follow-up actions to support continuity of medication access.

· Patient Engagement, Resources & Communication

o Activate patients in the EHR portal and provide guidance on portal use and preferred communication methods.

o Respond to patient questions and concerns related to treatment; serve as liaison for patient communication with prescribers as appropriate.

o Offer relevant community resources for patients with social determinants of health needs and provide guidance on Medical Assistance enrollment steps when indicated.

· Compliance, Confidentiality & Professional Standards

o Maintain confidential handling of clinical and protected health information; comply with HIPAA and applicable privacy regulations.

o Use the EHR as the primary method of documentation and ensure accurate recordkeeping.

o Attend required meetings and trainings; model core values and professional boundaries.

o Operate standard office equipment and manage office supply needs as assigned.

· Maintain an active valid driver's license issued by state in which they reside and must immediately notify their supervisor or Human Resources if their license is suspended or revoked for any reason.

· Perform other duties as assigned by organizational leadership.

· May perform other duties, activities, or special projects as requested by the Director of Outpatient, operating division Vice President, CFO or CEO.

Educational Qualifications:

· High school diploma required.

· Medical Assistant/Nursing Assistant certification or Associate degree preferred.

· Knowledge of insurance verification, pre-authorizations, medical terminology, and coding concepts (CPT/ICD) preferred.

Work Experience:

· Three (3) years of customer service experience in an office setting serving children/adolescents/families preferred.

Skills:

· Strong time management, multitasking, prioritization, and attention to detail.

· Empathetic, professional, and service-oriented communication style.

· Ability to maintain confidentiality and exercise good judgment/discretion.

· Comfortable in a fast-paced environment; flexible and collaborative.

· Demonstrated ability to support team functioning and reinforce standardized procedures.

Working Conditions:

· General office/clinic setting. Some travel to other clinic offices providing coverage and support.

· Some clientele may be verbally abusive or disrespectful.

· Employees are expected to comply with all conditions and requirements of the Employee Handbook and any amendments thereto shall remain in effect.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties, and skills required or personnel so classified.

This job description is not intended to be a contract of employment with the employee. The employee covered by this job description is an at-will employee of Folium.