Patient Experience Coordinator - West Coast
About The Position
knownwell is a weight-inclusive healthcare company that is changing the way obesity care is delivered. They offer weight management, primary care, nutrition counseling, and health coaching through a combination of in-clinic and virtual care. With significant funding, knownwell is rapidly expanding its reach nationwide. The Patient Experience Coordinator will be the primary point of contact for patients, responsible for addressing inquiries, resolving issues, and providing information in a professional and courteous manner, ensuring patient satisfaction and maintaining positive relationships.
Requirements
- High school diploma or equivalent (required)
- 5+ years of experience in medical scheduling, patient access, or healthcare call center environments; large academic health center experience strongly preferred
- Strong verbal and written communication skills, with the ability to clearly explain next steps to patients
- Excellent multitasking and time management skills in a fast-paced environment
- Strong attention to detail and ability to accurately document information in electronic systems
- Experience working within electronic health record (EHR) platforms (Athena experience preferred)
- Comfort navigating multiple systems simultaneously while speaking with patients
- Curiosity and comfort navigating in ambiguity
- Strong problem-solving skills with the ability to remain calm under pressure
- A patient-first mindset with a commitment to compassionate, high-quality service
Nice To Haves
- Previous experience in patient access, care coordination, referral management, or healthcare scheduling
- Experience supporting telehealth or multi-state care models.
- Bilingual language skills.
Responsibilities
- Manage high-volume inbound and outbound patient calls while providing professional, empathetic support
- Schedule, reschedule, and modify patient appointments across multiple care services while ensuring accuracy and efficiency
- Conduct proactive outreach to patients to coordinate care recommended by providers, including follow-up visits, referrals, and specialty services
- Review patient requests, provider orders, and referral information to ensure timely scheduling and appropriate next steps
- Accurately document all patient interactions, outreach attempts, and scheduling outcomes within the electronic health record (EHR)
- Leave clear, detailed voicemail messages and track follow-up attempts according to established outreach protocols
- Assist new patients with onboarding tasks, including app access and appointment preparation
- Monitor multiple patient service queues to ensure requests are resolved within established service level timelines
- Escalate clinical questions, urgent concerns, or complex cases to the appropriate care team when necessary
- Maintain a high level of service quality while meeting productivity expectations related to call handling, documentation, and patient follow-up
- Work collaboratively with clinical teams, operations staff, and leadership to ensure a seamless patient experience
- Follow standardized workflows and documentation requirements to maintain operational consistency and compliance
Benefits
- Medical, dental, and vision insurance
- 401K retirement plan with company match
- Up to 20 days of PTO per year + company holidays
- Up to 14 weeks of parental leave (12 for non-birthing parents)
- Annual work from home stipend for remote employees
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
