ER Follow-Up Experience Specialist

Dameron-Hospital; Stockton (CA); On-site; USD 42,000 - 56,000; Full time

Job summary

Dameron-Hospital is seeking an Outpatient Patient Experience Coordinator to conduct outbound follow-up calls after ER discharge, ensuring a smooth transition to outpatient or home care. This fully phone-based role requires strong customer service, empathy, and the ability to work independently.

The position emphasizes accurate documentation in the EHR, collaboration with ER leadership, and clear communication about discharge instructions, medications, and follow-up needs.

Qualifications

• High school diploma or GED required.
• Healthcare/customer service experience preferred.
• Familiarity with EHR or care management systems.
• Know-how to maintain confidentiality under HIPAA.

Responsibilities

• Place outbound follow-up calls within a defined window after ER discharge.
• Confirm understanding of discharge instructions, medications, and follow-up care.
• Document patient feedback and flag concerns for ER leadership review.
• Identify scheduling needs for follow-up appointments with PCP or specialist.
• Assess patient well-being post-visit and document responses in the system.
• Escalate red-flag symptoms per established protocols to a nurse/case manager.
• Answer questions about ER visit, billing, discharge paperwork, or next steps.

Skills

Customer service

Phone etiquette

Active listening

Data entry

HIPAA privacy

Independent work

Education

High school diploma or GED

Tools

EHR system

Care management system

Job description

Dameron-Hospital is seeking an Outpatient Patient Experience Coordinator to conduct outbound follow-up calls after ER discharge, ensuring a smooth transition to outpatient or home care. This fully phone-based role requires strong customer service, empathy, and the ability to work independently.

The position emphasizes accurate documentation in the EHR, collaboration with ER leadership, and clear communication about discharge instructions, medications, and follow-up needs.