OUTPATIENT EXPERIENCE COORDINATOR

The Outpatient Patient Experience Coordinator conducts telephone follow‑up outreach to patients after their emergency room visit, ensuring a smooth transition from the ER back to outpatient or home care.

This role 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.

• Place outbound follow‑up calls to patients within a defined window after their ER discharge
• Confirm the patient understands their discharge instructions, medications, and any recommended follow‑up care
• Ask targeted questions to evaluate the patient’s experience with customer service and care received during their ER visit (e.g., wait times, staff communication, courtesy, pain management, overall satisfaction)
• Document patient feedback accurately, flagging any service or care concerns for review by ER leadership
• Identify whether the patient has scheduled (or needs help scheduling) follow‑up appointments with a primary care provider or specialist
• Ask structured questions to assess how the patient is doing post‑visit and document responses accurately in the system
• Identify red‑flag symptoms, unmet needs, or gaps in care and escalate to a nurse, case manager, or provider promptly per established protocols
• Answer patient questions about their ER visit, billing, discharge paperwork, or next steps, or direct them to the appropriate resource
• Handle sensitive, upset, or anxious callers with patience, empathy, and professionalism
• Maintain accurate, timely documentation of every call in the EHR or care management system
• Track and follow up on incomplete or unreachable calls per departmental workflow
• Manage a daily call list and prioritize outreach independently with minimal direct supervision
• Uphold patient confidentiality and comply with HIPAA and organizational privacy policies
• Report trends or recurring issues (e.g., discharge instruction confusion, scheduling barriers) to leadership

• Primarily phone‑based role, working from a call center or office setting
• Regular interaction with patients, families, nurses, case managers, and providers by phone
• May involve exposure to sensitive or emotionally difficult conversations

• Ability to sit for extended periods while making and documenting phone calls
• Ability to operate a computer, phone/headset, and standard office equipment

• High school diploma or equivalent (GED)
• 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

• Prior experience in a medical office, emergency department, 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