Patient Experience Coordinator

Primary Objectives

Patient experience (at the front desk)
Provide feedback
Management of the clinic space
Operations
A. Patient Experience

Phone performance. Answer rates, new patient booking rates, scripts
Welcome, assist, and interact with patients - “Grandmother visits” mentality
Source of information for patients: location(s), services, clinicians, events, coverage
Follow-up calls- New Patient checklist, Inbound phone, Winback calls, Follow up calls, Fall off calls, Confirmation calls, Reviews, Patient Satisfaction collection, New Patient Registry, etc
Front desk décor and setup
New patient checklist
Appointment bookings
Billings and collections
Funding information
B. Feedback

Each month, meet with Patient Experience Manager and the team to discuss operational challenges and solutions
Attend training sessions and workshops
C. Clinic Space

Ensure the outside of the clinic (i.e. parking, walkway, front door, sandwich board) is organized, clean, and unobstructed
Report any issues with the physical space of the clinic
Front desk and patient waiting area are clean, organized, and follow brand guidelines
Treatment space, rooms and exercise area are clean, organized, and follow brand guidelines
Products are stocked, organized, and follows brand guidelines
D. Operations

Covid screen and sanitizing
Ensure completion of digital checklists
Phone performance. Answer rates, new patient booking rates, scripts
Follow patient experience operations - Winback calls, Retention calls, Confirmation calls, Reviews, Patient Satisfaction collection, New Patient Registry, etc
Responsible for scheduling patient appointments, invoicing, and collections
Email management i.e. updating walk, and walk-in procedure
Follow procedures related to specific programs and patient types (WCB, WSIB, MVA)
Suggest improvements and escalate any operational issues to the Patient Experience Manager
Updating new patient email list
Social Media involvement i.e. email, Instagram, Facebook