Client Experience Coordinator

Emory Healthcare•Atlanta, GA

About The Position

The Client Experience Coordinator serves as the primary point of contact for prospective surgical patients, ensuring consistent and clear communication with physicians. This role is instrumental in developing and implementing marketing strategies and surgical consultation conversions for the practice. Key responsibilities include building relationships with current and prospective patients, managing surgical acceptance strategies, and developing a referral network. The coordinator also acts as a liaison between patients, physicians, staff, and referring physicians, ensuring seamless communication throughout the patient journey. This position requires a proactive approach to converting consultation patients into surgery, creating excitement about surgical options, and developing physician referrals through various outreach methods. The role also involves coordinating patient seminars, maintaining patient databases, contributing website content, and meeting with physicians to review marketing program results. Additionally, the coordinator is responsible for planning and executing pre and post-consultation follow-up, developing and monitoring internal systems for patient tracking and communication, and managing marketing budgets. Financial responsibilities include reviewing and documenting payments, estimating and collecting patient out-of-pocket obligations, and assisting with fee schedule management and claim resolution. The role also oversees quality improvement initiatives, develops patient-focused services to enhance satisfaction, coordinates product promotions, and trains administrative personnel. As a role model for excellent customer service, the coordinator assesses and responds to customer satisfaction concerns, acts as an administrative resource, and collaborates with management to improve patient satisfaction results and address complaints. The coordinator also develops and manages the patient flow from initial appointment to completion of care, collaborating with nursing and physician teams to secure appointments and ensure timely return of clinical phone calls. Advanced interpersonal and communication skills are essential for all interactions, demonstrating attitudes and behaviors that enhance the patient experience. The coordinator must manage workload effectively, adapt to changing priorities, and demonstrate flexibility with section and organizational needs. All other duties as assigned.

Requirements

Bachelors Degree in communication/marketing/business emphasis preferred.
Equivalent work experience in sales, marketing, business, customer service, hospitality, travel industry or with a surgical practice may be substituted in lieu of a bachelors degree.
Two (2) years related experience in sales, marketing, business, customer service, hospitality, travel industry or with a surgical practice.
Experience using various software packages including database applications, spreadsheets, and word processing.

Responsibilities

Serves as the point person ensuring consistent and clear communication regarding prospective surgical patients with physician.
Assists in the development and assumes responsibility for the implementation of marketing and surgical consultation conversions for the practice, which includes relationship building with current and prospective patients, managing and successfully implementing surgical acceptance strategies, and development of a referral network.
Serves as the point person ensuring proper communication with current and prospective surgical patients, with physician, staff colleagues, and referring physicians.
Converts surgical consultation patients to surgery and creates excitement about prospective surgery options.
Develops physician referrals via monthly sales calls, follow-up correspondence, development of educational materials, and staff training.
Serves as key contact for cosmetic surgery inquiries including those from patients, physicians, and staff members.
Coordinates patient seminars, including invitations, presentations, refreshments, and strategic follow-up.
Maintains the database of patients who have had surgery, and who have not, and targets specific contacts about services and products.
Contributes website copy.
Meets with physicians monthly to discuss the results of marketing programs, and review meaningful data.
Effectively plans and executes pre and post consultation follow up with all patients; reports weekly progress to physician, if not more frequently.
Develops and monitors internal systems (i.e., initiate new patient tracking, patient communication and correspondence, marketing budget, and referral source follow-up).
Develops and maintains internal patient database; identifies target patients for target marketing, mailing and telephone calls.
Reviews, confirms, and documents payments and insurance benefits related to services.
Creates, estimates, and collects patient out of pocket payment obligations.
Assist Patient Financial and Revenue Cycle management with fee schedule management, patient accounts resolution, management of rejected claims for third party payment, vendor payment resolution, etc.
Serve as a resource to staff and financial departments by providing direction for billing, coding, vendors.
Oversee quality improvement initiatives by consulting with organizations on related topics such as training criteria for staff, insurance changes for covered items, competitive pricing and related products and services vital to patient needs.
Develops, implements and monitors patient focused service to promote a supportive and healing environment that enhances customer and staff satisfaction.
Coordinates product promotions and advice to pre-op and post-op patients.
Train additional administrative personnel (both initial and ongoing training).
Serves as a role model of excellent customer service.
Responds constructively to the needs of all those he/ she interacts with on a daily basis.
Assesses and monitors customer satisfaction and responds promptly to voiced and identified concerns.
Acts as an administrative resource/expert for all staff in the coordination of a patients care.
Works collaboratively with section and Emory Clinic management in implementing strategies to see a statistically significant increase in patient satisfaction results each quarter.
Works collaboratively with section management to actively investigate and remedy patient and customer complaints.
Assists section management in monitoring customer satisfaction.
Coordinates care for established patients and serves as the primary point of care for these patients and their families.
Develops and coordinates a system which organizes the flow of patients from initial appointment through completion of their care experience.
Collaborates with nursing and physician teams to ensure appropriate appointments are secured in a timely manner.
This would include: Return visit coordination, Surgery and ancillary appointment scheduling.
Works collaboratively with the nursing team to ensure timely return of clinical phone calls.
Applies advanced interpersonal and communication skills in all interactions with patients, clinical personnel, administrative personnel and care providers.
Demonstrates attitudes and behaviors which contribute to the smooth coordination of care and enhances each patientÂ¿s experience with Emory.
Treats all individuals with dignity and respect and participates in activities to improve working relationships within the section.
Manages workload and assignments effectively.
Adapts well to changes and priority level of duties.
Demonstrates flexibility with section and organizational needs.
Performs all other duties as assigned.