Patient Experience Coordinator

About the Company

This client works in the sleep health sector, striving to make diagnosing and treating sleep disorders easier and more accessible. They create advanced diagnostic and treatment tools, such as a clinically validated chin sensor for use at home. Their digital sleep clinic offers care to patients in all 50 states, aiming to provide personalized and simplified sleep healthcare with broad reach.

Job Overview

The Patient Experience Coordinator will be responsible for supporting patients throughout their sleep care journey by offering responsive frontline support and managing various communication channels. This position plays a critical role in keeping patients well-informed, engaged, and supported by resolving non-clinical questions, collaborating with multiple teams, and ensuring a smooth experience throughout the patient’s care.

Key Responsibilities

• Act as the main contact point for patients through phone, email, and in-app messaging.
• Work within a tech-enabled environment supported by AI tools.
• Coordinate with Care Coordination, Billing, Clinical Operations, and other departments to assist patient care.
• Handle a broad spectrum of non-clinical patient inquiries.
• Escalate clinical or billing concerns to the appropriate teams.
• Keep accurate, HIPAA-compliant records per workflow standards.
• Communicate with patients clearly and empathetically.
• Manage several patient communications simultaneously while meeting service level goals.
• Detect recurring patient issues and recommend improvements to processes.
• Contribute to operational initiatives aimed at boosting patient satisfaction and communication quality.

Required Qualifications

• At least 2 years in roles such as healthcare coordination, patient support, or care navigation involving patient interaction.
• Excellent verbal and written communication abilities combined with empathy and professionalism.
• Capable of working independently in a remote setting and effectively collaborating with cross-functional teams.
• Familiarity with digital communication platforms and health tech tools.
• Strong focus on data integrity, detail in documentation, and adherence to workflows.
• Passionate about enhancing the patient experience.
• Operational mindset with an inclination for automation.
• Available to work during Pacific or Eastern Time business hours.

Compensation

Hourly pay ranges from $23 to $25, based on experience.

Benefits

• Extensive health benefits including medical, dental, and vision plans.
• Complimentary One Medical membership.
• 401(k) retirement plan with company matching contributions.
• 20 days of paid time off, 10 paid holidays, plus 80 hours of paid sick leave.
• Internet stipend provided.

Equal Employment Opportunity

The employer values diversity and inclusivity, ensuring all qualified candidates will be considered without discrimination based on race, color, religion, gender identity or expression, sexual orientation, or national origin.