Patient Experience Coordinator

Description

The Patient Experience Coordinator manages inbound and outbound patient communications, resolves inquiries and ensures high-quality customer service while maintaining company standards. The role handles a variety of tasks to support patients and the organization. This position reports to the Patient Experience Supervisor.  

Job Responsibilities:

•  Answer and make calls to address patient questions and concerns, ensuring timely and accurate responses 
• Provide thoughtful guidance and effective follow-up for patient inquiries? 
• Document appointments and patient interactions using call center platforms and CRM systems? 
• Achieve daily call volume targets as defined by the Patient Experience Supervisor   
• Organize and sort mail; perform batch scanning to support administrative flow? 
• Support front office tasks and contribute to clinic operations when needed? 
• Participate in special projects and cross-training opportunities? 
• Complete required training programs within assigned timelines? 
• Prioritize tasks efficiently and manage time effectively across varied responsibilities? 

Requirements

• Strong patient focus with an ability to build an engaging culture of quality, performance effectiveness and operational excellence through best practices, collaboration and partnerships, as well as ensuring positive patient, team member and provider experiences 
• Effectively manages own time, conflicting priorities, self, composure, and professional development; self-motivated and self-starter with ability to work independently with limited supervision 
• Ability to work effectively in a fast-paced environment with demonstrated ability to juggle competing priorities and demands from a variety of individuals 
• Ability to work effectively with sensitive and confidential material and in sometimes emotionally challenging situations 
• Ability to follow established office routines and organizational policies 

Supervisory Responsibilities: 

• None 

Education and Qualification Requirements: 

• ?High School Diploma or equivalent 
• Minimum one year experience in medical office administration, billing, referral, or clinical setting 
• Minimum one year experience in an inbound call customer service setting 
• Proficient with digital messaging platforms (email, Teams, CRM systems) 
• Experience with EPIC system, preferred? 

Work Environment 

• This position operates on-site in a professional medical environment 
• Consistent use of technology platforms throughout shift to complete assigned work tasks 
• Ability to move supplies and office equipment (up to 20 lbs.) 

Work Schedule and Travel: 

• Typical Work Schedule: 40-hour work week Sunday through Saturday with 3 x 12-hour shifts and 1x 6-hour shift within designated Region  
• Every other weekend shift, Saturday and Sunday, Requiredrequired 
• Reliable transportation required 
• May require traveling to clinics outside assigned Region during training 
• Overtime hour availability based on patient volume and business needs 

Our Mission Statement: To create exceptional patient experiences.

About the Organization: Tampa General Hospital and Fast Track Urgent Care have partnered together to create unique clinics for patients to receive compassionate and knowledgeable treatment. Our Core Values and Mission focus on having a positive attitude, cultivating optimism, acting with compassion, and doing what is right. The company culture has a strong focus on patients and the quality of service provided. We’re here to serve the community and each other through teamwork, consistent communication, robust training, engaged development, and employee feedback. You’d be a great fit for TGH Urgent Care powered by Fast Track if you have a positive attitude, are team oriented, and are committed to providing exceptional service to the medical needs of our community.

As part of the hiring process a background check and drug screen will need to be successfully completed. Required active certifications listed in job description will need to be provided at time of initial interview.