ER Discharge Experience Specialist

American Advanced Management, Inc; Stockton (CA); On-site; USD 32,000 - 34,000; Full time

Job summary

American Advanced Management, Inc. is seeking an Outpatient Patient Experience Coordinator in Stockton, CA. This phone-based role focuses on post-ER follow-up, ensuring patients understand discharge instructions and follow-up plans.

You will document interactions in the EHR, assess satisfaction, and escalate issues to care teams while maintaining confidentiality and empathy with patients.

Qualifications

• Must have high school diploma or GED.
• Strong customer service with a patient-centered demeanor.
• Excellent phone etiquette and verbal communication.
• Proven ability to work independently and manage a daily call queue.
• Strong organizational skills and attention to documentation.
• Empathetic, calm, and professional with anxious or upset callers.
• Familiarity with EHR or care management systems.

Responsibilities

• Place outbound follow-up calls to patients after ER discharge.
• Confirm understanding of discharge instructions and follow-up care.
• Ask targeted questions to assess patient experience and needs.
• Document feedback and flag concerns for ER leadership review.
• Identify and help schedule follow-up appointments as needed.
• Document responses in the system accurately and timely.
• Identify red flags and escalate per protocols.
• Answer questions about ER visit, billing, or next steps.
• Maintain confidentiality and HIPAA compliance.
• Manage daily call list and prioritize outreach with minimal supervision.

Skills

Customer service

Phone etiquette

Active listening

Independent work

Documentation

Organizational skills

Empathy

HIPAA compliance

Education

High school diploma/GED

Tools

EHR systems

Job description

American Advanced Management, Inc. is seeking an Outpatient Patient Experience Coordinator in Stockton, CA. This phone-based role focuses on post-ER follow-up, ensuring patients understand discharge instructions and follow-up plans.

You will document interactions in the EHR, assess satisfaction, and escalate issues to care teams while maintaining confidentiality and empathy with patients.