Patient Experience Coordinator

Patient Experience Coordinator
Puyallup, WA

Position Summary
The Patient Experience Coordinator serves as the first point of contact and plays a vital role in delivering a seamless, welcoming, and high-quality experience for every patient. This position is responsible for managing front office operations, supporting clinical workflows, and ensuring accuracy in scheduling, documentation, and communication, all while embodying the organization’s commitment to “Hospitality in Healthcare.”

Key Responsibilities

Patient Coordination and Responsibilities

• Deliver a friendly and professional experience when greeting and assisting patients
• Incoming and outgoing calls
• Insurance and authorization Coordination
• EMR maintenance
• Document handling and scanning
• Maintain a clean and organized reception area

Front Office Operations and Core Tasks

• Call Patients (Schedule, Cancel, Inform, Connect)
• Schedule Coordination
• Answer phone calls and respond to weave and email messages
• Evaluation check in / out (Schedule, Cancel, Inform, Connect)
• Patient requests (Scheduling, scanning, documenting, sending and obtaining reports, etc.)
• Verify patients with identifiers (name, DOB, etc.)
• Insurance and authorization verification
• Collect and scan documents
• Patient responsibility collection
• Document patient interactions

Daily & Ongoing Responsibilities

• Review upcoming schedules for gaps or errors (Frequency Compliance, etc.)
• Confirm upcoming appointments
• Work cancellation lists or waitlists
• Review and correct rejected or flagged entries
• Document & Chart Audits
• Assist with basic reports (no-shows, cancellations, etc.)
• Restock front desk supplies
• Clean and organize workspace
• Manage same-day changes and provider schedules

Culture & Team Contribution

• Contribute to a positive, professional, and team-oriented clinic environment
• Support and maintain the standard of care and patient experience that defines Experience Physical Therapy
• Engage with patients in a way that reflects the clinic’s values, energy, and expectations
• Communicate effectively with team members and contribute to a collaborative and respectful work environment

Flexibility & Growth Expectations

• Demonstrate flexibility in schedule and responsibilities based on clinic needs
• Be willing to support tasks outside of direct patient care when needed to maintain clinic operations
• Participate in team development, training, and ongoing learning opportunities
• Contribute to a growth-minded environment that supports both clinical excellence and organizational development

Compliance

• Follow HIPAA guidelines
• Ensure correct charting and avoid PHI errors

Required Qualifications

• High school diploma or equivalent
• Previous customer service experience
• Strong communication and interpersonal skills
• Proficiency with computer systems and software
• Excellent organizational abilities
• Ability to multitask in a fast-paced environment

Position Expectations
The Patient Experience Coordinator is expected to maintain professionalism, reliability, and a patient-centered approach in all interactions. This role requires strong attention to detail, effective communication, and the ability to stay organized and adaptable in a fast-paced environment.

The individual should demonstrate accountability, take initiative, and work collaboratively with the team while managing responsibilities efficiently. A commitment to excellence is essential, including maintaining confidentiality, ensuring accuracy, and continuously contributing to a positive patient experience.

The Patient Experience Coordinator should embody the organization’s core values by going the extra mile, paying attention to details, and creating meaningful, positive interactions for every patient and team member.

Position Highlights

• Competitive pay
• Professional development opportunities
• Positive work environment
• Regular business hours
• Opportunity for growth
• Supportive team atmosphere

Benefits (Eligibility Based on Position Status)

• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Professional development opportunities
• Employee wellness program

Pay: $22.00 - $26.00 per hour

Benefits:

• On-the-job training

Work Location: In person

Salary : $22 - $26