Patient Experience Coordinator

51 minutes ago
Full-time
Senior
Customer and Technical Support
knownwell

knownwell

Knownwell operates two distinct entities focused on healthcare and commercial intelligence. As a healthcare provider, Knownwell offers weight-inclusive primary and obesity care in Massachusetts, New Hampshire, and Rhode Island. The company emphasizes a hybrid model of virtual and in-person visits, providing comprehensive care for obesity-related conditions. Their services include personalized primary care, specialty care for weight management and diabetes, nutrition counseling, and access to medications and tools. Knownwell is committed to delivering care without bias, ensuring a supportive environment for all patients. In addition to healthcare, Knownwell features an AI-driven commercial intelligence platform designed for professional services firms. This platform integrates data from various sources to provide insights on client portfolio health, satisfaction, and growth opportunities. It enables firms to engage proactively with clients and align internal teams for better strategic management. Knownwell's platform supports services like daily news alerts and trend detection, helping businesses make informed decisions and enhance client retention.

hospital & health care
51-200
Founded 2022
$50M raised

Description

  • Manage high-volume inbound and outbound patient calls with professional and empathetic support.
  • Schedule, reschedule, and modify patient appointments across multiple care services accurately and efficiently.
  • Conduct proactive outreach to coordinate care recommended by providers, including follow-up visits, referrals, and specialty services.
  • Review patient requests, provider orders, and referral information to determine timely scheduling and next steps.
  • Document patient interactions, outreach attempts, and scheduling outcomes in the electronic health record (EHR).
  • Leave clear voicemail messages and track follow-up attempts according to outreach protocols.
  • Assist new patients with onboarding tasks, including app access and appointment preparation.
  • Monitor multiple patient service queues and resolve requests within service level timelines.
  • Escalate clinical questions, urgent concerns, and complex cases to the appropriate care team.
  • Collaborate with clinical teams, operations staff, and leadership to ensure a seamless patient experience.
  • Follow standardized workflows and documentation requirements to support operational consistency and compliance.

Requirements

  • 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.
  • 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 ambiguity.
  • Strong problem-solving skills and the ability to remain calm under pressure.
  • Patient-first mindset with a commitment to compassionate, high-quality service.
  • Previous experience in patient access, care coordination, referral management, or healthcare scheduling is a plus.
  • Experience supporting telehealth or multi-state care models is a plus.
  • Bilingual language skills are a plus.

Benefits

  • Fully remote opportunity.
  • Medical, dental, and vision insurance.
  • 401(k) retirement plan with company match.
  • Up to 20 days of PTO per year plus company holidays.
  • Up to 14 weeks of parental leave (12 weeks for non-birthing parents).
  • Annual work-from-home stipend for remote employees.
  • Hourly pay of $20 to $23 per hour.

Interested in this position?

Apply directly on the company website

Apply Now

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