Patient Access Coordinator - Reception in West Reading, Pennsylvania at Berks Ortho LLC

Position Summary

Berks Ortho is seeking dependable, detail-oriented, and team-focused Patient Access Coordinators to support a welcoming, accurate, and efficient patient experience across orthopedic, radiology, and physical therapy services. Patient Access Coordinators serve as an important administrative connection between patients, providers, clinical staff, and other practice functions. Each coordinator has a defined primary assignment while remaining part of a collaborative, cross-trained Patient Access team.

Why This Role Matters

Patient Access is where the patient experience and many of the practice's most important administrative workflows begin. Accurate scheduling, registration, insurance information, communication, and follow-through help patients receive the right care without unnecessary delays while supporting efficient clinical operations and accurate billing. Every Patient Access team member is expected to combine excellent service with accuracy, ownership, and appropriate follow-through.

Shared Patient Access Responsibilities

• Provide consistently excellent service with kindness, patience, professionalism, and respect.
• Maintain accurate and timely documentation in Epic and follow established Patient Access workflows.
• Protect patient confidentiality and comply fully with HIPAA and practice privacy requirements.
• Communicate clearly with patients, providers, clinical staff, and coworkers and make appropriate handoffs when an issue belongs to another function.
• Participate in departmental huddles, training, and cross-training activities.
• Maintain reliable attendance and punctuality and contribute to appropriate coverage of Patient Access operations.
• Support interpreter services and patient accessibility needs when required.
• Assist with other Patient Access functions as trained and as patient volume, staffing, and operational needs require.

Primary Responsibilities - Reception

• Greet and check in patients for orthopedic, radiology, and physical therapy appointments and create a warm, professional first impression.
• Own front-end registration accuracy by collecting, reviewing, and verifying patient demographic and insurance information and addressing missing or inconsistent information whenever possible before the patient progresses through the visit.
• Complete insurance pre-registration and support accurate patient records in Epic.
• Collect copayments and other point-of-service payments and manage the daily cash drawer with accuracy and integrity.
• Coordinate patient arrival and check-in with clinical and administrative teams to support smooth patient flow.
• Support patient records workflows assigned to Reception, including receipt, routing, scanning, or other handling in accordance with practice procedures.
• Assist patients physically present at the front desk with questions and appropriately route or escalate matters that cannot be resolved at the point of contact.
• Provide reasonable cross-coverage for Scheduling and Check Out workflows as trained. Reception is not the primary owner of the shared inbound phone queue.

Cross-Coverage and Team Expectations

Primary assignment establishes day-to-day ownership; it does not limit teamwork. Patient Access operates as a collaborative team. Coordinators are expected to understand how Reception, Scheduling, and Check Out connect, maintain competency in cross-covered workflows as trained, and help patients reach the appropriate next step rather than simply redirecting an issue. Specialized authorization and surgical workflows should be handed off to the appropriate designated role.

Required Qualifications

• High school diploma or GED.
• Prior customer service experience; medical office experience preferred.
• Excellent interpersonal and communication skills.
• Strong attention to detail and ability to manage patient information accurately.
• Ability to work effectively in a team-based, fast-paced environment.
• Comfort with basic computer systems and ability to learn Epic EMR workflows.
• Commitment to punctuality, discretion, and patient confidentiality.
• Clear criminal background check and child abuse clearance.

Preferred Qualifications

• Experience using Epic or another electronic health record (EHR) system.
• Bilingual in English and Spanish.
• Familiarity with basic medical terminology and insurance processes.

Work Schedule and Physical Requirements

Full-time and part-time shifts may be available. Most work occurs during standard weekday hours, with occasional shifts ending as late as 7:30 PM planned in advance. Weekend shifts are not required at this time. The role involves sitting and standing in a busy office environment and occasional lifting of up to 20 pounds.

Additional Notes

Duties and responsibilities may evolve as the practice grows and operational needs change. Berks Ortho reserves the right to modify this job description as needed. Berks Ortho is committed to providing reasonable accommodations to qualified individuals in accordance with applicable law.

Why Join Berks Ortho?

At Berks Ortho, every team member is part of something greater. We believe in delivering high-quality care through collaboration, compassion, professionalism, and continuous improvement. Patient Access plays a critical role in ensuring patients feel seen, supported, and well cared for while also helping the practice operate accurately and efficiently.