Lead Patient Care Coordinator – Therapy Services

Summary:

The Lead Patient Care Coordinator – Therapy Services 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 the clinical director & administrator, 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