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Role Description

We are looking to build our team with a Patient Experience Coordinator, who will be the first point of contact for customers seeking assistance or information regarding our services. Your primary responsibility will be to efficiently address customer inquiries, resolve problems, and provide accurate information in a professional and courteous manner. You will utilize excellent communication skills, patience, and problem-solving abilities to ensure satisfaction and maintain positive relationships with our patients.

Hours of Operation: Monday - Friday, 10:00am - 7:00pm ET

You Will:

• Manage high-volume inbound and outbound patient calls while providing professional, empathetic support
• Schedule, reschedule, and modify patient appointments across multiple care services while ensuring accuracy and efficiency
• Conduct proactive outreach to patients to coordinate care recommended by providers, including follow-up visits, referrals, and specialty services
• Review patient requests, provider orders, and referral information to ensure timely scheduling and appropriate next steps
• Accurately document all patient interactions, outreach attempts, and scheduling outcomes within the electronic health record (EHR)
• Leave clear, detailed voicemail messages and track follow-up attempts according to established outreach protocols
• Assist new patients with onboarding tasks, including app access and appointment preparation
• Monitor multiple patient service queues to ensure requests are resolved within established service level timelines
• Escalate clinical questions, urgent concerns, or complex cases to the appropriate care team when necessary
• Maintain a high level of service quality while meeting productivity expectations related to call handling, documentation, and patient follow-up
• Work collaboratively with clinical teams, operations staff, and leadership to ensure a seamless patient experience
• Follow standardized workflows and documentation requirements to maintain operational consistency and compliance

Qualifications

• High school diploma or equivalent (required)
• 5+ years of experience in medical scheduling, patient access, or healthcare call center environments; large academic health center experience strongly preferred
• Strong verbal and written communication skills, with the ability to clearly explain next steps to patients
• Excellent multitasking and time management skills in a fast-paced environment
• Strong attention to detail and ability to accurately document information in electronic systems
• Experience working within electronic health record (EHR) platforms (Athena experience preferred)
• Comfort navigating multiple systems simultaneously while speaking with patients
• Curiosity and comfort navigating in ambiguity
• Strong problem-solving skills with the ability to remain calm under pressure
• A patient-first mindset with a commitment to compassionate, high-quality service

Requirements

• Previous experience in patient access, care coordination, referral management, or healthcare scheduling (nice to have)
• Experience supporting telehealth or multi-state care models (nice to have)
• Bilingual language skills (nice to have)

Benefits

• Fully remote opportunity
• Medical, dental, and vision insurance
• 401K retirement plan with company match
• Up to 20 days of PTO per year + company holidays
• Up to 14 weeks of parental leave (12 for non-birthing parents)
• Annual work from home stipend for remote employees