Experience Coordinator - 5-star customer service ambassador, medical office, full benefits

Eye Care Partners Career•Portsmouth, VA

7d•Hybrid

About The Position

The primary goal of this position is to ensure patients have a pleasant experience. The patient coordinator accommodates patient’s requests within the guidelines of Virginia Eye Consultants Service Manual. This position regularly travels between our Portsmouth, Chesapeake, and Virginia Beach locations. Reliable transportation is required. Travel is paid in mileage and hourly rate. The Experience Coordinator manages the flow of the clinic, safeguarding any patient’s needs/concerns of their visit. They communicate with Clinic Manager/Team leads of delays which may inconvenience our patients and keep communications open to our patients of these delays. This role facilitates any items needing assistance with scheduled appointments/miscommunication of same/anything out of the normal flow of the day needing approvals. They are responsible for resolutions on any patient issue relating to appointments, timeframes, communications with any and all staff and departments. The Experience Coordinator receives all guests and minimizes any interruptions which may delay our doctors from seeing their patients. This role spearheads, along with the Director of Patient Experience, Virginia Eye Consultant’s Concierge Service, which provides our high-quality care with a personalized amenity for those patients with time frame demands. They coordinate events with our CEO and Director of Patient Experience, internally and within the community, for the advancement of our practice and serving our patient base. This role also involves keeping all satellite locations stocked with supplies/brochures and overseeing the inventory of same. They travel to all our satellite locations ensuring our 5-star culture is being vigorously observed, while assisting with decisions/issues which may arise from daily operations within our satellites. The Experience Coordinator assists both staff and patients with transportation, hotels, hearing impaired appointments and communications with our Surgery Department, ASC and Administrative Assistants for our VEC partners. This position oversees all staff properly greeting patients upon arrival, anticipating our patient’s needs while with us, providing a fond farewell upon their departure…along with training, by example, the same.

Requirements

Reliable transportation that would allow employee to go to multiple work locations with minimal notice
Ability to work weekends when applicable
Desire to gain industry knowledge and training
Demonstrates initiative in accomplishing practice goals
Ability to grow, adapt, and accept change
Consistently creating a positive work environment by being team-oriented and patient-focused
Commitment to work over 40 hours to meet the needs of the business
Ability to interact with all levels of employees in a courteous, professional manner at all times
High school diploma or general education degree (GED); or one-year related experience and/or training; or equivalent combination of education and experience.

Responsibilities

Manage the flow of our clinic, safeguarding any patient’s needs/concerns of their visit.
Communicate with Clinic Manager/Team leads of delays which may inconvenience our patients.
Keep the communications open to our patients of these delays.
Facilitate any items needing assistance with scheduled appointments/ miscommunication of same/anything out of the normal flow of the day needing approvals.
Resolutions on any patient issue relating to appointments, timeframes, communications with any and all staff and departments.
Receive all guests and minimize any interruptions which may delay our doctors from seeing their patients.
Spearhead, along with Director of Patient Experience, Virginia Eye Consultant’s Concierge Service, which provides our high-quality care with a personalized amenity for those patients with time frame demands.
Coordinate events with our CEO and Director of Patient Experience, internally and within the community, for the advancement of our practice and serving our patient base.
Keeping all satellite locations stocked with supplies/brochures and overseeing the inventory of same.
Travel to all our satellite locations ensuring our 5-star culture is being vigorously observed, while assisting with decisions/issues which may arise from daily operations within our satellites.
Assisting both staff and patients with transportation, hotels, hearing impaired appointments and communications with our Surgery Department, ASC and Administrative Assistants for our VEC partners.
Oversees all staff properly greeting patients upon arrival, anticipating our patient’s needs while with us, providing a fond farewell upon their departure…along with training, by example, the same.