Patient Experience Coordinator in Miami, Florida at Community Medical Group

Summary

The Patient Experience Specialist supports the Patient Experience department in monitoring, coordinating, and improving the patient journey throughout the organization. This role focuses on collecting and organizing patient feedback, tracking patient experience indicators, assisting with service recovery and improvement initiatives, and supporting cross-department coordination to ensure patients receive high-quality care, service, and support. The coordinator provides operational support to the Patient Experience Manager by assisting with data tracking, feedback monitoring, service recovery coordination, and cross-department communication.

Duties and Responsibilities

Qualifications

Education/Experience:

1. Strong understanding of patient-centered care principles and healthcare service best practices.
2. Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint, and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
3. Ability to analyze data and identify trends related to patient experience metrics and operational performance indicators.
4. Spoken and written fluency in English and Spanish

Skills:

1. Fundamental knowledge and understanding of local, state, and federal healthcare benefit services and plans
2. Ability to maintain exceptional customer service relationships with healthcare services agencies, patients, providers, and peers
3. Dependable and time conscious
4. Flexibility, agility, self-starter, comfortable with frequent changes and innovations
5. Competent level business acuity
6. Expert knowledge of member attribution, eligibility, and disenrollment process

1. Proven track record establishing and maintaining relationships with patients
2. Demonstrated skill in customer service and service recovery
3. Knowledge of and experience in working with insurance brokers or agents preferred