Patient Experience Coordinator (Remote)

The first voice our patients hear—and the reason they show up.

This is a remote-first role (Triangle, NC preferred so you can come in occasionally), built to serve both our Chapel Hill and Durham clinics. Your in-clinic teammates handle the face-to-face—checking patients in, building relationships at the front desk. Your job is everything before and between: the phone call that becomes a scheduled appointment, the voicemail that becomes a reactivated patient, the fax that gets signed before someone’s care plan stalls.

We’re also actively building the infrastructure around this role—implementing an AI voice agent to handle routine call volume and a CRM platform (Second Door) for patient engagement and marketing communications. You won’t just work alongside these tools; you’ll help us calibrate how they represent our clinic. If you’re someone who sees technology as a way to serve people better—not replace the human connection—this is your kind of role. 

• Lead & referral management: Own the full referral and new patient lead pipeline in Second Door—respond promptly, follow up on lost leads, and run proactive reactivation outreach to patients who have dropped off care
• Phone & communication hub: Serve as the primary voice on incoming calls across both clinic locations; handle new patient inquiries, appointment questions, and general clinic communications with warmth, clarity, and professionalism
• Proactive scheduling: Manage and optimize the schedule in Prompt EMR—fill gaps, coordinate waitlist movement, confirm appointments, and flag scheduling risks to the clinical team before they become problems
• Plan of Care compliance: Track and manage provider faxing, signature collection, and plan of care renewals in Prompt EMR—keeping care documentation current so patients stay on track and the clinic stays compliant
• Patient records & chart prep: Maintain accurate patient records, upload scanned documents, and complete next-day chart preparation to ensure the clinical team starts each day ready
• Insurance fluency: Develop working knowledge of insurance benefits, coverage basics, and prior authorization requirements so you can clearly explain what patients can expect—and flag missing or incorrect information to the billing team before it becomes a problem
• AI tool calibration: Work alongside our AI voice agent as it comes online—monitoring interactions, providing feedback, and helping refine how automated touchpoints represent the Kenny & Associates voice
• Team communication: Stay in active communication with the clinical team via Google Chat; coordinate handoffs with in-clinic staff and escalate patient concerns or scheduling issues in real time

• 2 year of experience in a front desk, patient coordination, medical office, or customer-facing administrative role (healthcare preferred)
• Exceptional phone presence—warm, clear, and composed under pressure; you’re the kind of person who makes a nervous new patient feel like they’ve already found the right place
• High empathy and patience; you understand that people calling a PT clinic are often in pain, frustrated, or confused—and you adjust accordingly
• Strong organizational skills and follow-through; you don’t drop balls, and when something falls through the cracks, you notice and fix it before anyone has to ask
• Comfort working in EMR or scheduling systems (Prompt experience a strong plus; experience with any healthcare EMR is valuable)
• Proficiency with Google Workspace (Gmail, Google Chat, Shared Drive) for day-to-day team communication and document management
• HIPAA awareness and genuine respect for patient confidentiality—you understand what’s at stake
• Self-directed remote work ethic—you can manage your priorities, stay connected with a distributed team, and get things done without daily oversight

• Experience with Prompt EMR or another physical therapy or outpatient rehab EMR
• Familiarity with CRM or patient engagement platforms (Second Door, Salesforce Health Cloud, Hubspot, or similar)
• Familiarity with health insurance basics—copays, deductibles, authorizations—and comfort explaining benefits to patients in plain language
• Comfort with AI-assisted communication tools or interest in learning—you see technology as a tool that frees you to focus on higher-value human work
• Social media savvy—content engagement, basic scheduling, or community management as a secondary skill
• Experience supporting multiple locations or a distributed team remotely
  

• Compensation: Hourly rate based on experience, with full-time W2 benefits
• Remote flexibility: Work from home with occasional in-clinic visits—Triangle, NC preferred but not required
• Real ownership: This role has genuine scope and impact—you’re not answering phones in a queue; you’re managing the front-door experience for a 20-year community clinic
• Forward-thinking tools: Work with modern platforms (Prompt, Second Door, AI voice agent, Google Workspace) at a clinic that invests in the right infrastructure for its team
• Collaborative culture: A tight-knit, low-drama team that communicates in real time and treats your role as essential—not administrative overhead
• Coverage: Healthcare insurance/expense stipend; retirement plan with employer match; generous PTO and paid holidays

The Patient Experience Starts With You.

If you’re an exceptional communicator who thrives on follow-through, genuinely cares about getting people into care, and wants to help shape what a modern PT front desk looks like—we want to hear from you.

Apply Now at kennypt.com/careers