Patient & Family Coordinator

About the Role

As a Patient and Family Coordinator, you will play a pivotal role in delivering exceptional service to our patients and their families, ensuring they have seamless and timely access to the care they need. Your focus will be on providing high-quality support to patients enrolled at InStride and to their multidisciplinary care team. Core responsibilities include scheduling, liaising between patients and internal InStride teams, and completing administrative tasks for the clinical team. If you are passionate about mental health care, have strong attention to detail, and are dedicated to delivering exceptional service to patients, families, and clinical colleagues, this is the perfect role for you.

Responsibilities

• Coordinating Patient Care: Working with patients and families to create their initial treatment schedules and adjust appointments as needed, using creative problem-solving to accommodate busy schedules.
• Patient and Family Support: Promptly, kindly, and thoroughly responding to inbound calls and emails to address patient and family questions or concerns.
• Supporting the Care Team: Managing administrative tasks to support the care team in providing high-quality care, including rescheduling, medical record requests, patient transitions, and other coordination activities.
• Delivering Outstanding Service: Building strong, supportive relationships with patients, families, and the care team to ensure a smooth and positive experience at every interaction.

What You Need to Succeed in the Role

• Experience in a customer service role, preferably where scheduling was part of the role.
• Experience in a patient-facing or provider-facing role with a proven ability to build relationships in a virtual setting.
• Excellent communication skills and strong attention to detail.
• Ability to complete tasks quickly and follow established workflows accurately and efficiently.
• Ability to adapt to a quickly-changing environment.
• Problem-solver with a proactive approach to identifying both root causes and potential solutions.
• Comfortable navigating multiple technology systems and tools at one time.