Patient Experience Coordinator

4 days ago


Jacksonville, United States Wellbox Full time
Description:Wellbox is a growing healthcare company dedicated to improving population health outcomes - one patient at a time.

Position Purpose: Your focus will be on actively engaging patients, ensuring their positive experience with Wellbox, and fostering their continued care. This role emphasizes excellent customer service, empathetic communication, and creative problem-solving to ensure patients are satisfied with Wellbox and our services. A key component of this role is effective phone skills, as there will be regular communication with patients over the phone. To be successful in this role you should be comfortable speaking with patients, listening to their concerns, and providing clear, supportive guidance to enhance their overall experience with our services.

Essential Functions:
  • Serve as a primary point of contact for patients with non-clinical questions or concerns, providing a welcoming presence. 
  • Address patient questions, concerns, and special requests with empathy and professionalism.  
  • Address patient concerns promptly and professionally, escalating issues when necessary. 
  • Manage and conduct patient satisfaction survey campaigns and follow up on feedback to resolve issues or improve patient experience. 
  • Assist the Clinical Delivery team by conducting outreach and supplemental care to patients. 
  • Re-engage patients who have been disenrolled from the program. 
  • Work to continuously improve the patient experience by identifying opportunities for enhancements.  
  • Coordinate with Wellbox departments to ensure trends in patient feedback provide improvement in our workflows and processes. 

Required Education and Experience:
  • Must be a Certified Medical Assistant (CMA) 
  • Must reside and work in the continental US  
  • Must have two years of experience in a healthcare setting  
  • One or more years experience working in a Patient Experience or Patient Engagement role 
  • Sales and customer service experience 
  • Hands-on experience and comfort with Electronic Medical Records  
  • Experience using Microsoft Office products such as Teams, Outlook, and Excel  

Work Environment  We’re dedicated to offering our patients the best care experience possible. A wired, high-speed internet connection and a private space free from outside noise and distractions, including noise and distractions from pets or children, and that complies with HIPAA privacy laws is required. 

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