Coordinator, Client Experience

Emory Healthcare•Atlanta, GA

4d•$23 - $28

About The Position

The Coordinator, Client Experience serves as the point person for communication with prospective and current surgical patients, physicians, staff, and referring physicians. The role supports marketing and surgical consultation conversions, builds patient and physician referral relationships, implements surgical acceptance strategies, and develops referral networks. It coordinates patient seminars and promotions, contributes website content, maintains patient and referral databases, and reviews marketing results with physicians.

Requirements

Two years of related experience in sales, marketing, business, customer service, hospitality, the travel industry, or a surgical practice.
Experience using software packages, including database applications, spreadsheets, and word processing.
A bachelor's degree in communications, marketing, or business is preferred; equivalent relevant work experience may be substituted.

Nice To Haves

Bachelor's degree in communications, marketing, or business.

Responsibilities

Ensure consistent and clear communication regarding prospective surgical patients with physicians, and coordinate communication among current and prospective patients, physicians, colleagues, and referring physicians.
Support marketing and surgical consultation conversions, build relationships with current and prospective patients, implement surgical acceptance strategies, and develop referral networks.
Convert surgical consultation patients to surgery and develop physician referrals through monthly sales calls, follow-up correspondence, educational materials, and staff training.
Serve as a key contact for cosmetic surgery inquiries from patients, physicians, and staff.
Coordinate patient seminars, including invitations, presentations, refreshments, and follow-up.
Maintain databases of patients who have and have not had surgery, and target contacts regarding services and products.
Contribute website copy and meet monthly with physicians to review marketing program results and relevant data.
Plan and execute pre- and post-consultation follow-up, report progress to physicians, and develop and monitor internal tracking, communication, correspondence, marketing budget, and referral follow-up systems.
Maintain patient databases and identify target patients for marketing, mailings, and telephone calls.
Review, confirm, and document payments and insurance benefits; estimate and collect patient out-of-pocket obligations.
Assist Patient Financial and Revenue Cycle management with fee schedules, patient account resolution, rejected third-party payment claims, and vendor payment resolution.
Provide staff and financial departments with direction on billing, coding, and vendors.
Oversee quality improvement initiatives related to staff training criteria, insurance changes, competitive pricing, and products and services relevant to patient needs.
Develop, implement, and monitor patient-focused services that support a healing environment and improve customer and staff satisfaction.
Coordinate product promotions and advise preoperative and postoperative patients.
Train administrative personnel, both initially and on an ongoing basis.
Model excellent customer service, respond constructively to others, monitor customer satisfaction, and promptly address concerns.
Serve as an administrative resource for coordinating patient care and collaborate with section and Emory Clinic management to improve patient satisfaction and resolve complaints.
Coordinate care for established patients and serve as the primary point of care for patients and their families.
Organize patient flow from the initial appointment through completion of care, including return visits, surgery, and ancillary appointments.
Collaborate with nursing and physician teams to secure timely appointments and with nursing teams to ensure clinical phone calls are returned promptly.
Use advanced interpersonal and communication skills and demonstrate behaviors that support smooth care coordination and a positive patient experience.
Treat individuals with dignity and respect, participate in activities that improve working relationships, and attend section activities such as staff and patient satisfaction meetings.
Manage workload and assignments effectively, adapt to changing priorities, and remain flexible to section and organizational needs.
Perform other duties as assigned.