Patient Care Coordinator

PATIENT CARE COORDINATOR

MN Spine and Sport | Woodbury, Minnesota

Reports To

Office Manager

FLSA Status

Non-Exempt

Employment

Full-Time

Department

Patient Experience

Updated

August 2026

Location

Woodbury, MN

Position Summary

The Patient Care Coordinator is the welcoming, organized, and dependable connection between patients, providers, and the MN Spine and Sport team. This position guides patients through scheduling, check-in, financial communication, paperwork, follow-up, and ongoing plan-of-care support while helping the clinic operate efficiently. The ideal candidate is warm, persuasive, detail-oriented, composed under pressure, and committed to delivering an unsurpassed patient experience across phone, text, email, and in-person interactions.

Our standard: Every interaction should make the patient feel welcomed, informed, valued, and confident about the next step in their care.

Core Responsibilities

Patient Experience and New Patient Conversion

• Welcome every patient promptly and professionally, create a positive first impression, and anticipate individual needs throughout the visit.
• Conduct informative, interactive, and compelling clinic tours and new-patient interviews using approved scripts, service standards, and communication techniques.
• Respond to new-patient inquiries quickly, explain the clinic's services accurately, address common concerns, and guide prospective patients toward an appropriate appointment.
• Use approved scheduling and closing techniques across phone, text, email, and in-person interactions to help patients commit to recommended next steps without pressure or misleading claims.
• Confirm online new-patient appointments within 24 hours and ensure required paperwork is completed, reviewed, and organized at least 48 hours before the visit whenever possible.
• Maintain accurate new-patient tracking, including primary care provider, referring provider, clinical and administrative document status, appointment status, and progression to re-examination.
• Appropriately request patient referrals, reviews, testimonials, or feedback using approved clinic procedures.

Scheduling and Plan-of-Care Support

• Schedule patients accurately and efficiently while balancing provider and exercise therapist capacity, appointment type, visit duration, and patient needs.
• Schedule multiple future visits when appropriate to support prescribed frequency, continuity, and adherence to the plan of care.
• Schedule re-examinations according to provider direction and clinic protocols, send required forms, and ensure the next re-examination is reserved when appropriate.
• Review schedules proactively to identify gaps, missing  or under scheduled appointments, inconsistent frequency, and opportunities to improve clinic flow. assist providers with tracking, communicating and scheduling upcoming or overdue patient re-examinations.
• Execute recall and reactivation procedures for active, inactive, overdue, and missed patients using approved workflows and documentation.
• Manage cancellation requests strategically and respectfully, explain the importance of consistency when appropriate, and promptly offer alternate appointment times.
• Partner with providers on recurring cancellations, adherence concerns, patient feedback, or significant life changes that may affect treatment.

Check-In, Documentation, and Care Coordination

• Complete patient check-in accurately, identify visit-specific needs, verify required forms, and alert the clinical team to relevant updates.
• Manage new-patient paperwork, outcome assessments, verification forms, non-covered service disclosures, consents, sign-in requirements, and other assigned documentation.
• Prepare daily charts and maintain organized tracking systems, including new-patient, booked-to-re-examination, recall, outcome, verification, and other operational trackers.
• Coordinate with remote and on-site team members by providing complete, accurate documentation and timely responses to questions or corrections.
• Process release-of-information requests according to clinic procedures, provide required forms and instructions, send records requests to the correct recipient, follow up on outstanding records, and communicate status to the provider.
• Maintain continuous communication between patients and the clinical team, documenting messages accurately and escalating time-sensitive clinical concerns promptly.

Financial Communication, Billing, and Payments

• Explain verified benefits, estimated patient responsibility, copays, deductibles, non-covered services, memberships, packages, and payment policies clearly and respectfully.
• Process cash, check, credit card, administrative fees, and cash-service transactions accurately, issue receipts when required, and follow card-on-file procedures.
• Confirm that required financial forms and disclosures are complete before services are provided or according to clinic policy.
• Identify discrepancies, questions, or patient concerns and coordinate with the appropriate billing, insurance, or management team member rather than guessing.
• Protect patient financial information and follow all clinic procedures for refunds, payment plans, balances, and financial conversations.

Communication and Service Recovery

• Handle phone, text, email, portal, and in-person communications promptly, professionally, accurately, and consistently with MN Spine and Sport's brand voice.
• Use the clinic's 5-Star Service System and approved scripts while personalizing communication to the patient's needs and circumstances.
• Listen carefully to concerns, remain calm during difficult interactions, document the issue, resolve matters within authority, and escalate appropriately when needed.
• Follow up on unresolved questions, cancellations, missed appointments, records requests, financial concerns, and patient feedback until the issue is closed or transferred to the responsible team member.

Clinical and Modality Support

• Assist with approved therapeutic modalities, including laser, electrical stimulation, PEMF, and other services, only after completing required training and demonstrated competency.
• Follow provider instructions, manufacturer guidance, safety procedures, patient identification requirements, and documentation workflows for every assigned modality.
• Assist with acupuncture needle removal under direct supervision and according to the clinic's needle-removal and sharps-disposal procedure.
• Clean and disinfect modality equipment, accessories, protective eyewear, treatment surfaces, and patient-contact items according to clinic protocols.
• Immediately report unusual patient responses, equipment concerns, safety issues, or situations outside the role's training and scope.

Daily Operations, Facility, and Inventory

• Participate actively in morning and afternoon huddles, team meetings, check-ins, training, and assigned quality-improvement activities.
• Maintain clean, organized, stocked, and patient-ready reception, treatment, rehabilitation, office, and shared spaces throughout the day.
• Complete cleaning tasks between patients and assigned daily, weekly, and monthly facility responsibilities, including floors, counters, windowsills, carts, and equipment.
• Maintain acupuncture carts and clinical supply areas so required materials are clean, organized, fully stocked, and ready for use.
• Monitor inventory and office or clinical supplies, communicate low-stock items, and place approved orders as assigned.
• Support clinic operations during peak periods, staffing shortages, special projects, and other reasonable business needs.

Patient Engagement and Practice Growth

• Consistently invite satisfied patients to share feedback through online reviews, testimonials, and other approved clinic channels. 
• Educate patients about quarterly referral contests and encourage patient referrals when appropriate. 
• Support and implement company initiatives, promotions, patient engagement campaigns, and practice growth efforts. 
• Communicate new clinic policies, procedures, technology features, services, treatment options, programs, and classes using approved messaging and materials. 
• Assist patients with using new scheduling tools, mobile app features, forms, communication platforms, and other clinic resources. 
• Identify opportunities to connect patients with relevant services, treatments, classes, or resources based on provider recommendations. 
• Direct clinical questions to the appropriate provider and administrative or financial questions to the appropriate team member. 
• Reinforce MN Spine and Sport’s mission, values, and standards while maintaining a positive and consistent patient experience.

Marketing and Community Engagement

• Participate in clinic marketing, patient events, community outreach, expos, sponsorships, and occasional weekend events such as Woodbury Days or Chamber activities.
• Assist with marketing materials, patient communications, event preparation, follow-up, and promotion as assigned.
• Represent MN Spine and Sport professionally and communicate the clinic's evidence-based, rehabilitation-focused approach accurately.

Performance Expectations

• Maintain a rating of 4 stars or higher on monthly patient-growth or service-quality evaluations, including PGI calls, unless a different standard is established by leadership.
• Meet or exceed assigned monthly new-patient scheduling, conversion, confirmation, and follow-up goals.
• Maintain timely, accurate scheduling, documentation, payment processing, tracking, and communication with minimal preventable errors.
• Demonstrate consistent follow-through on recalls, reactivations, re-examinations, cancellations, paperwork, records, and unresolved patient needs.
• Contribute to efficient clinic flow, strong schedule utilization, patient retention, positive reviews, and an excellent patient experience.

Required Qualifications

• High school diploma or equivalent.
• Strong interpersonal, customer-service, verbal, and written communication skills.
• Demonstrated ability to follow detailed procedures, protect confidential information, and complete work accurately.
• Proficiency with basic computer applications and ability to learn electronic health records, scheduling, payment, texting, and tracking systems.
• Ability to manage multiple patients, conversations, tasks, and deadlines in a fast-paced environment.
• Professional, enthusiastic, patient-centered, and team-oriented approach.

Preferred Qualifications

• Previous medical office, chiropractic, rehabilitation, front-desk, hospitality, sales, call-center, or customer-service experience.
• Experience discussing financial responsibility, collecting payments, scheduling appointments, or supporting insurance workflows.
• Knowledge of exercise, rehabilitation, wellness, or musculoskeletal care.
• CPR/AED certification and previous experience assisting with healthcare modalities or clinical procedures.

Competencies and Professional Expectations

• Patient-first service, empathy, confidence, professionalism, and appropriate urgency.
• Integrity, grit, reliability, adaptability, accountability, and strong attention to detail.
• Ability to build valued relationships while maintaining privacy, boundaries, and respectful communication.
• Comfort discussing scheduling commitments and financial matters clearly, tactfully, and consistently.
• Commitment to modern science, continuous learning, feedback, and becoming 1% better every day.

Physical and Work Requirements (with or without reasonable accommodation)

• Ability to sit, stand, and walk for extended periods and frequently bend, reach, squat, kneel, push, pull, and use a computer, phone, and office equipment.
• Ability to assist with room preparation, facility cleaning, supply handling, patient positioning, and approved modality setup within established training.
• Ability to lift, carry, push, or pull up to 50 pounds, with or without reasonable accommodation.
• Ability to work scheduled clinic hours and participate in occasional meetings, training, marketing events, or weekend community events.

Measures of Success

• Patients consistently feel welcomed, informed, supported, and confident about their next appointment or action.
• New-patient inquiries, confirmations, paperwork, scheduling, payments, and follow-up are handled accurately and on time.
• Provider and exercise therapist schedules are organized, appropriately utilized, and supported by proactive cancellation and recall management.
• Re-examinations, outcome forms, records, verifications, disclosures, and tracking systems remain current and complete.
• Communication with patients, providers, managers, and remote team members is accurate, timely, professional, and well documented.
• Facility, equipment, carts, inventory, and patient-facing spaces consistently meet clinic cleanliness and readiness standards.

Professional Development and Growth

MN Spine and Sport invests in employee development. The Patient Care Coordinator is expected to complete assigned certification courses, service training, systems training, and professional-development activities. Team members who demonstrate exceptional service, accuracy, leadership, initiative, and reliability may be considered for expanded responsibilities in patient experience, training, scheduling, billing support, marketing, or office operations.

Equal Employment Opportunity

The Practice is an equal opportunity employer. This means that the Practice will base its employment decisions on merit, qualifications, competence and business needs as determined by management, and without regard to an employee’s protected category, or an employee’s association with a person in a protected category. 

Job Description Disclaimer

This job description describes the general nature and level of work expected for this position. It is not intended to contain a complete list of all duties, responsibilities, qualifications, or working conditions. Responsibilities may be added, removed, or modified at any time based on patient needs, staffing, operational requirements, and the needs of MN Spine and Sport.

At-Will Employment

Employment with MN Spine and Sport is at will. This means that either the employee or MN Spine and Sport may end the employment relationship at any time, with or without advance notice, and with or without cause, subject to applicable law. Nothing in this job description, or in any verbal or written statement, policy, procedure, or practice, creates an employment contract or guarantees employment for any specific duration. The at-will employment relationship may only be changed through a written agreement expressly stating the change and signed by the employee and an authorized representative of MN Spine and Sport.