Patient & Family Experience Coordinator

Summary

Brief Description

The Patient and Family Experience Coordinator serve as the primary advocate and point of contact for patients and their families across all aspects of their experience with the practice. This role bridges compassionate family-facing service with operational and legal responsibilities while handling feedback, navigating complex family legal arrangements, and co-owning the digital platforms that power scheduling, communication, online presence, and front-office workflows.

Primary Responsibilities

Family experience & communication

• Serve as the primary point of contact for patient families regarding questions, concerns, compliments, and formal complaints
• Partner with Business Office and Director of Clinic Operations to evaluate patient discharge
• Act as a resource to clinic management when patient questions, concerns, or formal complaints are unable to be resolved at clinic level
• Conduct timely follow-up with families after care interactions to ensure satisfaction and address unresolved concerns
• Document and track all feedback, escalating clinical or safety-related concerns to appropriate leadership
• Foster a welcoming, inclusive environment that reflects the practice's commitment to patient-centered care
• Provide patient experience training and presentations for new hires, clinic leadership, and staff to support consistent messaging, strong customer service, and positive patient and family experiences across all clinic locations
  
  

Legal document interpretation & compliance

• Review and interpret legal documents including divorce decrees, custody agreements, parenting plans, and protective orders to determine appropriate access and communication protocols for each family member
• Maintain accurate records of legal restrictions and parental rights within the patient's chart
• Advise clinic manager, front office and clinical staff on relevant legal considerations when interacting with families in complex legal situations
• Collaborate with practice leadership and legal counsel as needed when situations require escalation or additional guidance
  
  

Patient engagement & digital presence ownership

• Support the practice’s patient engagement and scheduling platform, including provider setup, digital forms, patient communications, and scheduling workflows, while serving as a resource for both staff and families
• Help oversee patient-facing platform tools and workflows to support a seamless family experience, including patient messaging, pre- and post-visit outreach, and patient satisfaction surveys
• Partner with front office staff in support of patient check-in and demographic updates, providing training and troubleshooting as needed
• Monitor clinic and organizational patient engagement performance, maintaining a visible presence in clinics and proactively communicating with staff to identify opportunities for workflow improvements, enhanced patient experience, and operational efficiencies
• Collaborate with vendor partners and internal stakeholders to address platform updates, resolve issues, and optimize workflows and patient communication processes
• Maintain and manage the practice’s online presence, including Google Business Profiles and other digital listings for clinic locations and providers, ensuring accurate information, provider profiles, and online reputation management across platforms
• Support and help moderate patient and family engagement initiatives, including educational webinars, virtual events, and community outreach programs, while fostering a welcoming, informative, and positive family experience
  
  

Professionalism

• Display the behaviors and traits that command the respect of colleagues, employees, and patients. Be courteous, helpful, reliable, ethical and mindful of others. Remain consistently approachable, trustworthy, accountable and show integrity. Maintain composure in challenging situations.
  
  

Requirements

• 2 years in a patient-facing healthcare or customer service/experience role
• Strong interpersonal skills and conflict resolution skills
• Calm, empathetic demeanor under pressure
• High level of discretion and HIPAA awareness
• Ability to think and work independently and efficiently. Proven ability to problem solve, and make decisions independently
• Strong written and verbal communication skills
• Excellent technical and systems skills including Office 365
• Ability to read and apply legal documents (custody, court orders, parenting plans, protective orders, etc.) in a patient care context
• Must be 18 years of age or older

• Pre-Employment Requirements:
• Background check
• Drug testing in compliance with Washington State Bill 5123 for this safety-sensitive position.
• To uphold safety for all employees and patients, we continue to require vaccination status for all new hires, including remote or hybrid schedules, at time of hire and annually
• Current COVID booster, or as newly released, and annually each fall
• We require flu immunizations at time of hire, or as newly released, and annually each fall
• Various other immunization requirements that we can discuss during your interview
• All employees are currently required to wear a surgical, KN95 or N95 mask at all times while in clinic, patient facing
  

Preferred

• Experience in a pediatric, family practice, or multi-care setting
• Familiarity with family law terminology and documentation
• Background in patient advocacy, or healthcare administration
• Experience with patient engagement software like Phreesia, Klara Health, Clearwave, NexHealth etc.
• Experience with electronic health record software
  
  

Education

• Undergraduate degree or higher preferred
  
  

Schedule

• Monday-Friday, 5 days a week. 30-40 hours per week. Hours 8:30 a.m. to 5:00 p.m.
• Hybrid in-office: Monday, Tuesday and Thursdays in Office & Wednesday and Friday Remote
  
  

Work Environment/Physical Demands

The following is required to perform the essential functions of this role.

While performing the duties of this job the employee regularly works in an office/clinic setting, are as follows:

• Prolonged periods sitting at a desk and working on a computer
• Prolonged periods of standing, walking and bending
• Must be able to lift up to 15 pounds at times
• Must be able to read, write, speak, and understand English and communicate effectively
  
  

Benefits Full-Time, working 24 hours weekly:

• Bi-weekly payroll
• Overtime after 40 hours a week
• Medical
• Dental
• Vision
• Employer paid life, AD&D insurance
• Employer paid Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• 401(k) Plan
• 401(k) employer matching
• Annual employer discretionary bonus
• Anniversary bonus
• Annual performance review bonus
• Volunteer bonus incentives
• License renewals reimbursement
• Birthday/anniversary recognition
  
  

Allegro Pediatrics is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion, creed, age, disability, sex, sexual orientation, gender identity or expression, pregnancy, childbirth, breastfeeding, reproductive health decisions, genetic information, medical condition, military or veteran status, or any other characteristic protected