Patient Success Coordinator

Prisma Community Care • Phoenix, AZ

5h • Onsite

About The Position

The Patient Success Coordinator plays a vital role in enhancing the patient experience and improving health outcomes by serving as a trusted point of contact throughout the patient’s care journey. This position is responsible for creating a welcoming and supportive “welcome to Prisma Community Care” experience for new patients, ensuring they feel informed, comfortable, and connected from their first interaction. In addition, the Patient Success Coordinator fosters ongoing engagement with established patients, encouraging consistent participation in care plans to support compliance, continuity, and improved health outcomes. The Patient Success Coordinator supports appointment adherence, medication management, and encourages preventative care, including annual physicals, while helping patients navigate healthcare resources within Prisma Community Care’s integrated care model. This role places a strong emphasis on closing care gaps and supporting performance on HEDIS and other quality measures by promoting timely screenings, follow ups, and preventative services. Working collaboratively with care teams, the Patient Success Coordinator monitors patient progress, identifies barriers to care, and provides personalized outreach, education, and resource coordination. Through proactive communication and compassionate support, the Patient Success Coordinator helps ensure patients remain engaged in their treatment plans, adhere to recommended care, and complete necessary preventative and chronic care services. The Patient Success Coordinator supports the Prisma Community Care mission of providing affirming and inclusive services to promote well-being and advance health equity for diverse communities and all those seeking compassionate care - especially people of color, 2SLGBTQIA+ and Queer individuals, and those affected by HIV.

Requirements

• 2 or more years of experience in a healthcare setting such as Medical Assistant, Patient Care Coordinator, Medical Case Manager, Care Navigator, Referral Coordinator, or other patient-facing role focused on care coordination, patient engagement, or population health.
• Demonstrated ability to build trust and establish strong relationships with patients, with a focus on delivering a high-touch, service-oriented experience.
• Strong communication skills with the ability to effectively engage, educate, and motivate patients from diverse backgrounds and varying health literacy levels.
• Proven ability to manage competing priorities, including outreach, scheduling, and follow up, while maintaining attention to detail and a high level of organization.
• Experience using electronic medical records (EMR/EHR) and patient engagement tools; proficiency in Microsoft Office applications (Word, Excel, Outlook) required.
• Ability to think critically, identify barriers to care, and implement solutions that support patient compliance and continuity of care.
• Strong interpersonal skills with the ability to work both independently and collaboratively within a multidisciplinary care team.
• Demonstrated commitment to providing compassionate, patient-centered care and maintaining professionalism in all interactions.
• Ability to work effectively in a mission-driven organization serving diverse populations, with respect to differences in race, ethnicity, gender identity, sexual orientation, socio-economic status, nationality, and religion.
• Currently have, or be able to obtain within 90 days of employment, a valid Fingerprint Clearance Card.
• Currently have, or are able to obtain within 30 days of employment, a clear TB test.
• Currently have, or are able to obtain within 30 days of employment, a current flu vaccination.
• Currently have, or are able to initiate within 30 days of employment, a Hepatitis-B primary vaccination series.
• Currently have, or are able to obtain within 30 days of employment, a CPR certification.

Nice To Haves

• Associate degree or additional training or certification in healthcare, public health, or related field.
• Familiarity with preventative care guidelines, care gap closure, HEDIS measures, or value-based care models.
• Experience supporting patient onboarding, patient education, or guiding individuals through healthcare services and systems.
• Graduation and certificate of completion or diploma from an approved and accredited (CAAHEP or ABHES) medical assisting training program, LPN, or RN.
• Experience in Integrated Care settings.
• Experience working in eClinicalWorks.
• Experience working with Microsoft PowerB and Excel.
• Bilingual in Spanish and English demonstrating Speaking & Listening skill.

Responsibilities

• Conduct proactive outreach to patients for appointment scheduling, reminders, and follow up to support care continuity.
• Monitor and manage no show rates and appointment cancellations, implementing outreach strategies to reduce missed visits.
• Coordinate appointments across services to ensure timely access to care and alignment with care plans.
• Meet with all new patients during their initial visit to provide a “Welcome to Prisma Community Care” experience, offering a high touch, white glove introduction to services and care expectations.
• Assist new patients with onboarding tools, including setup and education on the Healow messaging platform to support ongoing communication and engagement.
• Educate new patients on Prisma Community Care’s integrated care model and available services to ensure understanding and connection to care resources.
• Build and maintain trust-based relationships with patients to support long term engagement in care.
• Encourage active patient participation in care plans, treatment decisions, and overall health management.
• Utilize EMR and reporting tools to identify care gaps and patients due for preventative services, including annual physicals and screenings.
• Conduct targeted outreach to support closure of care gaps tied to HEDIS and other quality measures.
• Educate patients on the importance of preventative care and adherence to recommended screenings and follow up services.
• Track and follow through on completion of preventative and chronic care services to improve quality outcomes.
• Assist patients with medication adherence, including refill coordination and understanding prescribed treatments.
• Reinforce care plan compliance through ongoing communication and follow up.
• Collaborate with providers and care teams to monitor patient progress and escalate concerns as needed.
• Provide individualized education to patients regarding health conditions, treatment plans, and next steps in care.
• Identify and address barriers to care, including social, financial, transportation, or access related challenges.
• Leverage EMR, registries, and reporting tools to prioritize and execute targeted patient outreach.
• Maintain accurate and timely documentation of all patient interactions and outreach activities.
• Support quality improvement initiatives by contributing to performance on HEDIS measures and value-based care metrics.
• Track outreach outcomes and patient engagement efforts to inform continuous improvement strategies.
• Advocate for patients by coordinating solutions and connecting them to appropriate internal and community resources.
• Facilitate referrals to clinical programs, support services, and community-based resources as appropriate.
• Adhere to organizational policies, workflows, and regulatory requirements.
• Support compliance related activities and quality initiatives as assigned.
• Collaborate with leadership and care teams to ensure alignment with operational and quality goals.

Benefits

• 200 hours of PTO per year
• Up to 13 paid holidays per year
• Medical, dental, and vision insurance
• Basic life, short-term, and long-term disability insurance paid by Prisma Community Care
• Employee Assistance Plan (EAP)
• Retirement savings

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed