Patient Support Coordinator

Job Title: Patient Support Coordinator

Department: EHR/Data Team Reports To: Information Officer ---

Position Summary:

The Patient Support Coordinator plays a critical role in enhancing patient engagement and access to care by supporting projects related to digital health tools and health insurance changes. This position assists patients with patient portal registration, troubleshooting technical issues, and ensuring seamless access to their health information. This position works closely with NACC's patient advocate, registration, billing, and IT teams to help reduce patient health insurance coverage disruptions.

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Key Responsibilities:

• Assist patients with activities related to clinic initiatives such as MyChart patient portal sign-ups and health insurance assistance.

Health Insurance Relate Tasks:

• Educate patients about changes to Medicaid eligibility, renewal, verification, and enrollment requirements.
• Explain insurance notices and Medicaid correspondence in clear, patient-friendly language.
• Conduct proactive outreach to patients who may be at risk of losing Medicaid coverage.
• Assist patients in understanding deadlines and required actions.
• Provide culturally responsive, trauma-informed, and respectful assistance to patients and families.
• Support IT and data team with Epic updates and data collection related to health insurance workflow changes.

Patient Portal Related Tasks:

• Educate patients on the features and benefits of the patient portal, including appointment scheduling, test results access, messaging providers, and medication lists.
• Collaborate with clinical and administrative teams to support population health initiatives and pilot use of portal for patient communication, ensuring patients are connected to appropriate resources.
• Track and document patient interactions, support cases, and resolution outcomes in compliance with privacy standards (e.g., HIPAA).
• Proactively identify and resolve barriers to digital health tool use, with a focus on health equity and digital inclusion.
• Assist in the development and dissemination of educational materials for digital health tools.
• Participate in quality improvement initiatives related to patient access and satisfaction.
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Qualifications:

Education & Experience:

• High school diploma or GED required; Associate's degree or higher in health administration, IT, or a related field preferred.
• 1-2 years of experience in healthcare, IT support, or customer service role, ideally with patient-facing experience.

Skills & Competencies:

• Proficiency in electronic health record (EHR) systems; experience with Epic/MyChart strongly preferred.
• Strong communication skills, both written and verbal.
• Excellent problem-solving and interpersonal skills.
• Comfort working with patients of diverse backgrounds and varying levels of digital literacy.
• Ability to work independently and as part of a multidisciplinary team.
• Familiarity with HIPAA regulations and patient confidentiality requirements.
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Working Conditions:

• Primarily in an office or clinical setting.
• May require occasional evening or weekend hours for coverage or outreach events.
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Why Join Us?

By joining our team, you'll play a direct role in empowering patients to take charge of their health through digital tools. This is an opportunity to make a meaningful impact on care access and health outcomes in a dynamic, supportive environment.