Patient Engagement Coordinator

Job Title: Patient Engagement Coordinator

Reports to: Practice Owner

Locations: North Reading, MA with limited travel to Boston, MA and Cambridge, MA

Classification: Full-time

Job Summary:

The Patient Engagement Coordinator is the front-facing ambassador of the practice, responsible for elevating the patient experience from first contact through checkout and follow-up. This role blends patient care and service excellence, communication management, operational support, and technology-assisted patient communication to ensure every patient feels informed, valued, and connected to their care.

This role is ideal for someone who enjoys connecting with people, improving processes, and maintaining a positive, organized, patient-centered flow in a clinical environment.

Key Responsibilities:

Patient Care Coordination

• Serve as the primary point of contact for patient inquiries (phone, email, text, online forms)
• Ensure that all patient interactions are handled with care and professionalism
• Deliver a warm, efficient, and professional experience during check-in and check-out
• Participate in the delivery of patient care in the way of pre-testing including auto-refraction and fundus photography (training provided)
• Manage patient reminders, recalls, follow-ups, and satisfaction initiatives (e.g., Google reviews, surveys)
• Support patient education efforts regarding services, benefits, and specialty offerings (e.g., myopia management, dry eye services)
• Resolve patient concerns quickly and compassionately, escalating complex situations when appropriate

Appointment & Schedule Management

• Maintain and optimize the provider schedule to reduce gaps and maximize patient flow
• Confirm upcoming appointments and execute no-show reduction strategies
• Monitor daily practice volumes and proactively support same-day scheduling when appropriate

Technology & Patient Engagement

High-Touch Digital Communication:

• Oversee patient-facing platforms including Mango Voice, texting systems, and Compulink messaging to deliver seamless, polished, and timely communication at every touchpoint

Digital Intake & Eligibility Support:

• Update patient information, assist with digital forms, and verify eligibility or insurance details with accuracy and discretion
• Engage in the development and utilization of patient facing technologies that may include patient portals, communication tools, online payment systems, etc.

Reputation Stewardship:

• Support the curation of our online presence by assisting with review generation, testimonial coordination, and refined messaging across key digital channels

Elevated Social Media Touchpoints:

• Maintain a light but thoughtful social media presence by posting simple, on-brand content that reflects the practice’s elevated aesthetic and patient-centered values

Digital Outreach & Community Presence:

• Assist with premium-quality outreach such as updating online listings, distributing polished announcements, and coordinating selective community-facing communications

Engagement Insights:

• Monitor essential digital metrics—reviews, message engagement, and campaign responses—and surface notable trends to leadership

Marketing and Growth

• Collaborate with the practice owner on marketing initiatives and community outreach to attract new patients and strengthen engagement with existing patients and community members
• Coordinate and participate in community events and health fairs to promote the practice
• Monitor and analyze the effectiveness of marketing campaigns and adjust strategies as needed
• Build and maintain relationships with local businesses, healthcare providers, and community organizations

Benefits & Perks

Curated with the same level of care, refinement and attend that we extend to our patients

Exceptional Time Away

• Enjoy two weeks of paid vacation, thoughtfully structured to support true rest, balance, and personal well-being

Concierge-Level Eyecare Privileges

• Receive exclusive, in-office eyecare and eyewear benefits—mirroring the elevated experience we offer our patients

Refined, Modern Work Environment

• Work in a beautifully designed, calm, and contemporary clinical setting where aesthetics, comfort, and efficiency are intentionally aligned

Supportive, High-Caliber Team Culture

• Join a team that values professionalism, warmth, and mutual respect—where your contributions are noticed, appreciated, and encouraged

Predictable, Balanced Schedule

• Enjoy the stability of a consistent full-time schedule without late nights or chaotic demands, allowing for both professional excellence and personal harmony