CLASS SPECIFICATION

Modoc County

CLASS CODE: 4025-030

CLASS TITLE: Health Services Patient Coordinator

FLSA DESIGNATION: Non-Exempt

RANGE/STEP A-J: 256 (Step A: $4,116 – Step J: $6,386)

JOB SUMMARY:

The Health Services Patient Service Coordinator plays a key role in supporting high-quality patient care within the healthcare setting at Modoc County Health Services by serving as the primary point of contact for patients, ensuring a positive experience from initial inquiry through follow-up care. Responsibilities include scheduling appointments, coordinating referrals and transportation, managing patient records, verifying insurance information, and assisting with billing inquiries. The coordinator works closely with clinical staff to facilitate smooth patient flow, resolve service issues, and maintain compliance with healthcare regulations and privacy standards. Strong communication, organizational skills, and a patient- centered approach are essential to success in this role. Performs related duties as assigned.

DISTINGUISHING CHARACTERISTICS:

Working under general supervision, the Health Services Patient Service Coordinator is in a journey-level position. Employees at this level are expected to be fully qualified and able to perform difficult and responsible office support work within the framework of established work methods and procedures and to use independent judgment in selecting and applying specific references, procedures, sequences, and alternatives to different work situations, referring non-procedural questions to the supervisor. Positions in this class are flexibly staffed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following tasks, knowledge, skills, and other characteristics. The list that follows is not intended as a comprehensive list; it is intended to provide a representative summary of the major duties and responsibilities. The position may not be required to perform all duties listed and may be required to perform additional, position-specific tasks.

• Acts as the first point of contact for patients, addressing questions, concerns, and navigation of services, including crisis de-escalation and redirection in a clinical setting.
• Works closely with clinical teams to coordinate care, referrals, and patient transportation.
• Manages multiple aspects of the patient journey, including scheduling, pre-visit preparation, insurance verification, demographic updates, intake procedures, and documentation.
• Ensures continuity of care across departments and providers, particularly regarding scheduling and assessment coordination.
• Performs accurate data entry, including client service index tracking and patient intake updates.
• Troubleshoots scheduling conflicts, billing concerns, and access-to-care barriers.
• De-escalates stressful situations and provides solutions quickly.
• Prioritizes tasks based on clinical urgency and workflow demands.
• Addresses client complaints and provides information regarding the grievance process, applicable regulations, and relevant procedures.
• Handles a high volume of phone calls, walk-ins, messages, and patient portal communications throughout the day.
• Maintains a calm, empathetic, and efficient demeanor while balancing administrative duties with real-time patient needs.
• Maintains confidential health records and ensures adherence to HIPAA and organizational policies.
• Uses electronic health record (EHR) systems extensively.
• Manages appointment platforms, insurance portals, and communication tools; schedules and coordinates medical appointments and related services.
• Coordinates and arranges patient transportation and serves as backup for Transportation/Safety Attendants as needed.
• Coordinates client consents and manages Health Information Exchange (HIE) updates.
• Provides administrative and clerical support to medical providers, clinical staff, and departmental programs to ensure efficient daily operations.
• Ensures compliance with departmental, state, and federal regulations, including privacy and data reporting standards.
• Facilitates inter-office and inter-agency communication to support program goals.
• Performs general front-desk and customer service duties.
• Performs other related duties as assigned.

QUALIFICATIONS:

The requirements listed below are representative of the knowledge, skill, and ability required to satisfactorily perform the job’s essential duties and responsibilities.

KNOWLEDGE, SKILLS, AND ABILITIES (KSA’S):

Knowledge of:

• Modern office and clinical administrative practices, procedures, and equipment used in a healthcare environment.
• Medical terminology, documentation standards, basic clinical workflows, and the patient care coordination process.
• Electronic Health Records (EHR) systems, appointment platforms, insurance portals, and health information management processes.
• Principles and practices of patient registration, appointment scheduling, intake procedures, insurance verification, transportation coordination, and billing support.
• Methods for handling crises, including basic crisis de-escalation concepts and patient redirection within a clinical setting.
• Federal and state confidentiality requirements and laws governing the protection of patient health information (HIPAA).
• Data processing systems and computer applications, including word processing,
• spreadsheets, databases, email, and electronic scheduling programs.
• Proper English usage, grammar, spelling, and punctuation.
• General goals, functions, and services of public health, behavioral health, and related community programs.

Ability and Skill to:

• Serve as the first point of contact for patients by answering questions, addressing concerns, assisting with navigation of services, and performing crisis de-escalation and redirection when needed.
• Work collaboratively with clinical teams to coordinate care, referrals, assessment scheduling, and patient transportation.
• Manage multiple aspects of the patient journey, including scheduling, pre-visit preparation, insurance verification, demographic updates, intake procedures, and required documentation.
• Ensure continuity of care across departments and providers through effective communication, coordination, and follow-through.
• Perform accurate and timely data entry, including client service index tracking, patient intake updates, and documentation for reporting and audits.
• Troubleshoot scheduling conflicts, billing concerns, access-to-care barriers, and workflow disruptions.
• De-escalate stressful or emotionally charged situations while providing timely solutions and maintaining professional composure.
• Prioritize tasks based on clinical urgency, patient needs, and shifting workflow demands.
• Address patient complaints and clearly explain grievance processes, regulatory requirements, and applicable procedures.
• Manage a high volume of phone calls, walk-ins, messages, and patient portal communications with efficiency, empathy, and professionalism.
• Balance administrative responsibilities with real-time patient needs while maintaining a calm, courteous, and service-oriented demeanor.
• Maintain confidential health records in compliance with HIPAA and organizational privacy policies.
• Operate EHR systems, insurance portals, appointment platforms, communication tools, and related healthcare software with accuracy and proficiency.
• Schedule and coordinate medical appointments, referrals, patient transportation, and related services.
• Prepare and coordinate consents, manage Health Information Exchange (HIE) updates, and ensure complete and accurate documentation.
• Provide administrative and clerical support to medical providers, clinical staff, and departmental programs to ensure efficient operations.
• Interpret and apply departmental, state, and federal regulations related to healthcare operations, privacy, and reporting standards.
• Communicate effectively with patients, families, providers, coworkers, and community partners, both orally and in writing.
• Establish and maintain effective working relationships with staff, other departments, agencies, and diverse client populations.
• Type, proofread, and produce written materials with speed, accuracy, and attention to detail.
• Interact respectfully and effectively with individuals from various educational, socioeconomic, and cultural backgrounds.
• Plan, prioritize, and organize work independently to meet deadlines and support patient flow.
• Use smartphones, multiline phone systems, computers, remote meeting platforms, and related digital tools proficiently.
• Adapt to new technologies, processes, and workflows that support operational efficiency.
• Work cooperatively as part of a multidisciplinary healthcare team.

Required to:

• Support the vision and mission of the county and its elected and appointed officials.
• Provide courteous and timely customer service to the public as the ultimate employers.
• Provide courteous and timely customer service to other county departments and work cooperatively with other county employees.
• Adhere to the Modoc County Code of Safe Practices.

EDUCATION AND EXPERIENCE

Any combination of education and experience/training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain knowledge and abilities would be:

Equivalent to graduation from high school and two years of experience as a Medical Office Clerk I or equivalent position that would provide the same or closely related experience.

This class specification lists the major duties and requirements of the job and is not all- inclusive. Incumbents may be required to perform job-related duties not included in this document and may be required to have specific job-related knowledge and skills.

Special Requirements:

Possess a valid California driver’s license.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be provided to enable employees with disabilities to perform essential duties.

• Strength and mobility to lift and/or maneuver up to 50 lbs.
• Mobility to work in a typical office setting and use standard office equipment.
• Stamina to remain seated and maintain concentration for an extended period.
• Vision to read printed materials and a computer screen for prolonged periods.
• Hearing and communicating in person or over the telephone.

This class specification lists the major duties and requirements of the job and is not all- inclusive. Incumbents may be expected to perform job-related duties other than those contained in this document and may be required to have specific job-related knowledge and skills.

All County of Modoc employees are designated Disaster Service Workers through State law (California Government Code §3100-3109). Employment with Modoc County requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Work-related training as assigned and to return to work as ordered in the event of an emergency.

FLSA Status is dependent upon meeting the qualifications for the exemption test. All of the following must be met for the status to be Exempt. Upon meeting the Exempt status, a certification form will need to be completed to accompany the Personnel Action Notification (PAN) form.

Position created and approved by the Board of Supervisors on June 28, 2022. Effective: July 1, 2022

Range and step updated per approval of Memorandum of Understanding (MOU) and Salary Table on January 24, 2023

Effective: February 1, 2023

Range and step updated per approval of the side letter of agreement on March 14, 2023, to incorporate a 12% Cost of Living Adjustment (COLA)

Effective: April 1, 2023

Reclassified and approved by the Board of Supervisors on December 9, 2025. Effective: January 1, 2026