Patient Experience Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a high volume of incoming and outgoing patient calls while delivering professional and empathetic support.

• Schedule, reschedule, and adjust patient appointments across various care services.

• Perform proactive outreach to facilitate provider-recommended care, including follow-up visits, referrals, and specialty services.

• Evaluate patient requests, provider orders, and referral information to ensure timely scheduling and appropriate next steps.

• Document patient interactions, outreach efforts, and scheduling results in the EHR.

• Leave comprehensive voicemail messages and monitor follow-up attempts in accordance with outreach protocols.

• Assist new patients with onboarding, app access, and preparation for appointments.

• Supervise patient service queues and address requests within service-level timeframes.

• Elevate clinical inquiries, urgent issues, and complex cases to the appropriate care team.

• Maintain service quality while achieving productivity goals for calls, documentation, and follow-up.

• Collaborate with clinical teams, operations personnel, and leadership to ensure an integrated patient experience.

• Adhere to standardized workflows and documentation standards for operational consistency and compliance.

⛳️ Requirements

• High school diploma or equivalent (mandatory).

• Over 5 years of experience in medical scheduling, patient access, or healthcare call center settings.

• Exceptional verbal and written communication abilities.

• Strong multitasking and time management skills in a dynamic environment.

• Keen attention to detail and precise documentation within electronic systems.

• Experience with electronic health record (EHR) platforms; preference for Athena experience.

• Comfort in navigating multiple systems concurrently while engaging with patients.

• Inquisitive nature and comfort with navigating uncertainty.

• Strong problem-solving abilities and capacity to maintain composure under pressure.

• Patient-centered mindset and dedication to delivering compassionate, high-quality service.

• Availability Monday through Friday, from 11:00 am to 8:00 pm ET.

• Authorization to work in the United States.

• Must not require employment visa sponsorship, as per the application question.

• Experience managing both inbound and outbound calls.

• Over 2 years of experience utilizing EHR systems, as indicated by the required application question.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401K retirement plan with company matching.

• Up to 20 days of PTO annually plus company holidays.

• Up to 14 weeks of parental leave (12 weeks for non-birthing parents).

• Annual work-from-home stipend for remote employees.

• Fully remote opportunity.