Patient Registration and Customer Service Coordinator

2 weeks ago


Syracuse, New York, United States Upstate University Hospital Full time

Position Overview:
The ideal candidate will possess a solid understanding of EPIC scheduling systems, enabling them to efficiently manage patient appointments, including scheduling, rescheduling, and cancellations. Responsibilities include gathering essential demographic and insurance information and accurately inputting this data into the EPIC system.

Proficient in establishing patient accounts, modifying demographic details, and ensuring the accuracy of insurance data, the candidate will follow established protocols to merge duplicate records.

Demonstrates expertise in adhering to provider-specific scheduling preferences and overall office scheduling guidelines to ensure patients are assigned to the correct specialists.


Accurately prepares additional patient charts, collecting necessary documentation, reports, and results from referring healthcare providers. Effectively communicates the importance of any required diagnostic tests and associated documentation needed for patient appointments.

Exhibits exceptional customer service abilities, actively listening to patients to foster trust and confidence. Communicates effectively in both verbal and written formats with patients, healthcare providers, colleagues, and management.

Possesses comprehensive knowledge of insurance referral processes, obtaining necessary authorizations from primary care offices as required. Informs patients of their responsibilities regarding authorizations and accurately documents this information within the EPIC system. Registers all patients meticulously, ensuring the collection and entry of complete demographic and billing details, and consistently notes relevant information in patient accounts. Identifies when referrals are necessary, submitting requests to the authorization team and advising patients accordingly.

Stays informed about current billing practices and office policies, maintaining up-to-date knowledge regarding participation and referral requirements.

Documents the purpose of appointments, referring physicians, and all pertinent information requested by administrative and patient care staff.

Utilizes appropriate triage questions to assess appointment urgency and consistently reminds patients to bring necessary items such as insurance cards, co-pays, and any required reports or imaging scans.

Effectively communicates office policies to patients, explaining the differences between participating and non-participating insurance plans, as well as options for self-pay and payment responsibilities, including those related to school insurance and Health Exchange plans.

Performs additional tasks and responsibilities as assigned by supervisors, ensuring completion in a thorough manner.

Minimum Qualifications:
A high school diploma or equivalent, along with two years of relevant experience in a medical office or secretarial role. Equivalent combinations of education and experience will be considered.

Preferred Qualifications:

Work Schedule:
Monday to Friday, 8:30 AM to 5:00 PM

Benefits Overview:


Our comprehensive benefits package includes health, dental, and vision insurance, eligibility for employer 401k contributions after one year, tuition reimbursement, generous paid time off including vacation and personal days, paid sick leave, holidays, and floating holidays.



Salary Information:
$25.88 per hour

Please note that salary figures are general guidelines and may vary based on candidate skills, experience, and qualifications, as well as internal equity and market considerations.

Recruitment Office:
Upstate University Hospital

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