Patient Care Coordinator-Therapy Lead

Summary

The Patient Care Coordinator – Therapy Lead supports the daily operations of the therapy department by coordinating patient care, managing therapist workflows, and serving as the central liaison between leadership, and therapists, In addition, the Therapy Lead provides frontline support by answering incoming calls to the call center. This role ensures smooth scheduling, clear communication, and a consistently excellent patient experience.

Key Responsibilities

Leadership & Liaison Duties

• Serve as the primary liaison with Patricia Wallace and the Therapist Leads, ensuring alignment on priorities, workflow updates, and departmental needs.
• Facilitate communication between therapy providers, front-desk staff, and leadership to maintain unified patient care standards.
• Attend therapy team meetings, provide updates, and ensure follow-through on action items.

Therapist Workforce Management

• Oversee therapist onboarding and offboarding, scheduling setup.
• Coordinate operations to ensure smooth transitions for incoming and departing therapists.

Scheduling & Administrative Coordination

• Manage therapist scheduling, including calendar accuracy and availability updates.
• Support administrative functions related to therapy operations transfers, referrals, and documentation workflows.
• Monitor daily therapy schedules to ensure patient flow meets departmental goals.

Communication & Operational Support

• Monitor and respond promptly to therapy-related communication channels (email, messaging platforms, EHR inboxes).
• Ensure timely follow-up on patient inquiries, provider questions, and operational issues.

Patient Experience & Outreach

• Provide warm, professional support to therapy patients, ensuring they feel guided and cared for throughout their treatment journey.
• Conduct outreach for missed appointments, cancellations, and new-patient confirmations.
• Support retention by addressing barriers to care and coordinating solutions with therapists and leadership.

Reporting & Compliance

• Track daily therapy metrics including waitlist, availability, scheduled vs. attended appointments, cancellations, and no shows
• Uphold HIPAA standards and ensure compliance with organizational policies.

Core Competencies

• Operational Leadership
• Patient-Centered Service
• Communication Excellence
• Workflow Coordination
• Accountability & Follow-Through

Requirements

• High school diploma or equivalent.
• Completion of a Healthcare Administration certificate program preferred
• 3+ years of experience in behavioral health, patient coordination, or healthcare operations preferred.
• Proficiency in Word, Excel, and Google Suite.
• Proficiency with scheduling systems and EHR platforms (Charm, PAX).
• Ability to manage multiple priorities in a fast-paced environment with accuracy and empathy.
• Strong communication, organizational, and leadership skills.
• Punctuality and efficiency paired with empathy and interpersonal skills.

Equal Opportunity Employer (EOE) Statement for PAX Health

PAX Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing a diverse and inclusive work environment where all employees are valued, respected, and treated fairly. Employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We comply with all applicable federal, state, and local laws governing nondiscrimination in employment.