Patient Experience Coordinator

The Patient Experience Coordinator works as a part of a team to provide superior patient care by providing administrative and customer service support.

Administration & Patient Services

• Greet patients, schedule appointments, and take credit card and check payments.
• Make and receive phone calls.
• Work under the direction of the Patient Experience Supervisor to achieve the following:
  • Determine goals and tasks necessary for improving the patient experience both as the Patient Experience Coordinator and as a team.
  • Adhere to processes and policies as outlined by the Patient Experience Supervisor (available in the Patient Experience binder at front desk).
  • Assist in coordinating team meetings: set dates/times, become familiarized with agenda, order food.
• Respond to staff requests:
  • Scan patient records and attach them to the appropriate patient file in the EMR in a timely manner.
  • Make copies, print forms, send faxes, and perform other various administrative tasks to assist staff in their workflow.
• Marketing: send out flyers and thank you notes.
• Intake Coordination
  • Familiarity with provider’s population/scheduling preferences and availability.
  • Adhering to Intake Policies and Procedures.
• Program Coordination:
  • Providing administrative support to the clinical program director(s).
  • Accurately relaying and collecting information from/between patients, appropriate family members, community providers, and the clinical team.
• Assist with office upkeep: ensure the office is neat, order/stock supplies.
• Interact with insurance companies, pharmacies, and health care providers as necessary.
• Take messages for patients and providers regarding refill requests, prior authorizations, and care coordination.
• Adhere to HIPAA guidelines and maintain confidentiality

Skill and Experience Requirements:

GENERAL SKILLS: Excellent communication skills with ability to effectively interact with colleagues and patients. Must be efficient, organized, quick learner with ability to multi-task and prioritize. Entrepreneurial spirit with a “what it takes to get the job done” attitude.

EDUCATION: Some college credits required. An Associate’s degree or currently seeking a Bachelor’s degree in Social Work, Psychology, Health Care Administration, or similar field is preferred.

PRIOR EXPERIENCE: Working in a medical office environment is preferred. Intermediate to advanced experience producing deliverables using Microsoft Office software suite (Outlook, Word, Excel, PowerPoint, and Publisher) is required.

ON-THE-JOB EXPERIENCE: Approximately 1-2 months to gain familiarity with our practice, environment, routines, procedures, and full range of job duties.

PROBLEM SOLVING: Job requires a moderate level of problem solving.

INDEPENDENT JUDGEMENT: Work generally has standard procedures and instructions, but occasionally requires deviation from established methods to achieve results.

PATIENT CARE: Job has some indirect responsibility for patient care. This typically involves communicating accurate messages to/from patient, provider, and/or a third party, delivering them in a timely manner and following up to ensure they were received and that tasks were completed.

RESPONSIBILITY FOR WORK OF OTHERS: Responsible as an individual. No direct reports.

CERTIFICATIONS: Must possess and maintain HIPAA certifications meeting state of Maryland and federal requirements.

Requirements for Employment:

• Certified copies of degree and/or certification to meet job requirements
• Return of an acceptable employment and background checks
• Completion of pre-employment paperwork