Patient Experience Coordinator

4 weeks ago


Wilmington, North Carolina, United States Novant Health Full time
{"Responsibilities": "Key Responsibilities
  • Ensure a positive patient experience by providing exceptional customer service and addressing patient concerns in a timely and professional manner.
  • Supervise and coordinate the daily activities of front desk staff, including check-in, check-out, and registration processes.
  • Verify patient insurance eligibility and ensure accurate and timely processing of patient information.
  • Prepare and distribute patient encounter forms, and ensure that all necessary documentation is completed and tracked accordingly.
  • Participate in leadership rounding to monitor waiting rooms and communicate wait times to patients.
  • Collaborate with clinical staff to ensure smooth patient flow and resolve any issues that may arise.
  • Develop and implement processes to improve patient satisfaction and experience.
  • Provide coaching and feedback to front desk staff to ensure they are meeting performance expectations.
  • Assist with performance appraisals and middle performer conversations.
  • Participate in performance improvement initiatives and complete audits as required.
Qualifications
  • At least 5 years of previous medical office experience working in a patient registration, reception, or billing role.
  • Previous supervisory experience preferred.
  • Demonstrates standards of performance (ownership, teamwork, communication, compassion) that support patient satisfaction and principles of service excellence.
"}

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