Sr. Patient Access Coordinator

Job Description

REQUIREMENTS

• Bachelor’s degree required; experience in behavioral health, healthcare administration, social services, care coordination, patient navigation, or a related field preferred
• 4-8 years of relevant professional experience in healthcare, behavioral health, customer success, patient engagement, admissions, or care coordination
• Experience working directly with patients, families, or caregivers
• Strong organizational skills and attention to detail
• Excellent verbal and written communication skills
• Comfort navigating changing workflows in a scaling organization
• Experience using technology platforms, telehealth tools, and electronic documentation systems
• Demonstrated ability to engage individuals from diverse backgrounds with empathy and professionalism
• Intrinsic motivation to connect patients and families with care as quickly as possible
• Must be 18 years or older
• Attendance at 2+ in-person events per year required

RESPONSIBILITIES

• Partner with families between scheduling and intake to ensure they are prepared for their appointment and understand what to expect
• Conduct reminder calls, texts, and outreach using creative engagement strategies designed to increase appointment attendance and reduce no-show rates
• Educate families about Flourish’s services, treatment model, and admissions process
• Support patients and caregivers with downloading, setting up, and navigating the Flourish app
• Assist families with completing pre-admission forms, including but not limited to consents, releases of information, and pre-intake surveys
• Request, collect, and track guardianship documentation and other required records needed prior to admission
• Identify and proactively address barriers that may impact attendance, engagement, or readiness for care
• Use motivational interviewing and engagement techniques to support families who may be hesitant, overwhelmed, or unsure about treatment
• Coordinate closely with Clinical Admissions Specialists, Clinical Access Specialists, and operational team members to ensure smooth handoffs and timely progression through the admissions process
• Track outreach efforts, documentation, and readiness milestones in accordance with organizational standards
• Monitor upcoming appointments and prioritize outreach efforts to maximize clinician utilization and appointment attendance
• Contribute ideas, workflows, and process improvements aimed at improving show rates, patient engagement, and operational efficiency
• Support administrative and operational projects as needed

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