Patient Care Coordinator-Newton, MA

About Stella Mental Health

Stella is a leading provider of breakthrough treatments for trauma symptoms, stress, anxiety, and depression. We use cutting-edge modalities such as Stellate Ganglion Block (SGB), IV ketamine, TMS, and psychotherapy to help our patients achieve lasting relief. We are also a community of compassionate professionals who support each other and our patients throughout their healing journey.

Summary

The Patient Care Coordinator is the central connection point for patients, providers, and the clinic team. They ensure every patient’s care journey is seamless, navigating scheduling, communication, and care path coordination with precision and compassion. By anticipating needs, overcoming barriers, and maintaining impeccable records, the Care Coordinator enables transformative patient experiences while supporting clinic performance and efficiency. *This is an in person role at our Newton, MA clinic

Essential Duties and Responsibilities

The essential duties and responsibilities include the following. Other duties may be assigned.

Our Team

• Role model Stella’s mission, vision, and values in all interactions with patients, providers, and team members.
• Collaborate closely with the Transformative Care Center, Treatment Coordinators, Billing, and clinical providers to ensure coordinated care delivery.
• Maintain strong knowledge of provider skills, specialties, and preferences to support effective patient-provider matching.
• Participate in daily huddles and weekly team meetings to align on clinic priorities and patient needs.
• Communicate effectively through Teams and email, ensuring timely responses within 24 hours.
• Share resources and knowledge to support team development and operational consistency.
• Identify workflow challenges and recommend process improvements that enhance clinic efficiency and patient experience.

Our Patients

• Guide patients through Stella’s care pathways while demonstrating the Agility philosophy in navigating scheduling changes, cancellations, or patient concerns.
• Coordinate appointments to ensure seamless scheduling, maximizing provider utilization and minimizing schedule gaps.
• Execute Transfer of Care processes to ensure continuity across providers and treatment services.
• Maintain accurate patient records and manage follow-up tasks through the Athena tickler system.
• Track patient preferences to support personalized care experiences.
• Respond promptly to patient inquiries through phone, email, or other communication channels.
• Process referral letters, documentation, and patient correspondence in a timely and accurate manner.
• Leverage Net Promoter feedback to improve patient service and increase promoters.
• Protect patient rights and maintain the confidentiality of all personal, medical, and financial information in accordance with HIPAA standards.

Our Business

• Ensure clinic operational standards and environment expectations are consistently maintained.
• Communicate operational challenges or improvement opportunities to the Clinic Manager.
• Support accurate billing processes and adhere to accounts receivable policies.
• Assist with patient intake coordination, insurance verification, and financial communication when required.
• Support clinic marketing initiatives by following up on patient leads and inquiries.
• Adhere to all health, safety, and organizational policies to maintain a compliant clinic environment.
• Support clinic performance by maintaining scheduling accuracy and optimizing appointment flow.

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the required knowledge, skill, and/or ability.

Education and/or Experience          

Required:

• High school diploma or equivalent required.
• Minimum 2 years of experience in healthcare coordination, patient services, medical office administration, or a similar role.
• Strong organizational sk