Patient Experience Coordinator

The Patient Experience Coordinator conducts telephone follow-up outreach to patients after an inpatient
hospital stay or an outpatient visit, procedure, or service, ensuring a smooth transition back to home or the
next level of care. This role supports all inpatient units and outpatient departments, is fully phone-based,
and requires strong customer service skills, excellent phone etiquette, and the ability to work
independently while handling sensitive patient conversations with professionalism and empathy.

High school diploma or equivalent (GED) required

• Demonstrated strong customer service skills, with a patient-centered, professional demeanor
• Excellent phone etiquette and verbal communication skills, including active listening
• Proven ability to work independently, exercise good judgment, and manage a daily call queue with
  minimal supervision
• Strong organizational skills and attention to detail, especially in documentation
• Ability to remain calm, empathetic, and professional with patients who may be anxious, in pain, or
  upset
• Comfortable following structured scripts/protocols while adapting tone to each conversation
• Basic computer proficiency, including EHR or care management systems, email, and data entry
  Preferred Qualifications
• Prior experience in a hospital, medical office, inpatient unit, outpatient clinic, call center, or other
  healthcare/customer service setting
• Familiarity with electronic health record (EHR) or care management systems
• Knowledge of medical terminology, discharge instructions, and insurance/scheduling processes
• Experience with telephonic patient outreach, care coordination, or patient satisfaction/experience
  surveys
• Bilingual skills a plus