OUTPATIENT EXPERIENCE COORDINATOR

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

Job summary

The Outpatient Patient Experience Coordinator at American Advanced Management conducts phone-based follow-up after ER visits to ensure a smooth transition to outpatient or home care.

This role requires strong customer service, excellent phone etiquette, empathy, and the ability to document interactions accurately in the EHR while coordinating with care teams for follow-up needs.

Qualifications

• High school diploma or GED required.
• Excellent customer service with patient-centered demeanor.
• Strong phone etiquette and verbal communication skills.
• Ability to work independently with minimal supervision.
• Organized with strong documentation accuracy.
• Remain calm and professional with anxious or upset patients.

Responsibilities

• Place outbound follow-up calls to patients after ER discharge.
• Confirm understanding of discharge instructions, meds, and follow-up care.
• Ask targeted questions to gauge patient experience and satisfaction.
• Document feedback accurately in the system and flag concerns.
• Assist scheduling follow-ups with primary care or specialists.
• Identify red-flag symptoms and escalate per protocol.
• Answer questions about ER visit, billing, or next steps.
• Maintain HIPAA-compliant patient confidentiality.

Skills

Customer service

Phone etiquette

Independent work

Organizational skills

Documentation accuracy

Empathy under pressure

Education

High school diploma or GED

Tools

EHR systems

Job description

Job DetailsJob Location: Stockton, CA 95203Position Type: Full TimeSalary Range: $23.00 - $25.00 HourlyJob Shift: Day

The Outpatient Patient Experience Coordinator conducts telephone follow‑up outreach to patients after their emergency room visit, ensuring a smooth transition from the ER back to outpatient or home care. This role is fully phone‑based and requires strong customer service skills, excellent phone etiquette, and the ability to work independently while handling sensitive patient conversations with professionalism and empathy.

KEY RESPONSIBILITIES

• Place outbound follow‑up calls to patients within a defined window after their ER discharge
• Confirm the patient understands their discharge instructions, medications, and any recommended follow‑up care
• Ask targeted questions to evaluate the patient’s experience with customer service and care received during their ER visit (e.g., wait times, staff communication, courtesy, pain management, overall satisfaction)
• Document patient feedback accurately, flagging any service or care concerns for review by ER leadership
• Identify whether the patient has scheduled (or needs help scheduling) follow‑up appointments with a primary care provider or specialist
• Ask structured questions to assess how the patient is doing post‑visit and document responses accurately in the system
• Identify red‑flag symptoms, unmet needs, or gaps in care and elevate to a nurse, case manager, or provider promptly per established protocols
• Answer patient questions about their ER visit, billing, discharge paperwork, or next steps, or direct them to the appropriate resource
• Handle sensitive, upset, or anxious callers with patience, empathy, and professionalism
• Maintain accurate, timely documentation of every call in the EHR or care management system
• Track and follow up on incomplete or unreachable calls per departmental workflow
• Manage a daily call list and prioritize outreach independently with minimal direct supervision
• Uphold patient confidentiality and comply with HIPAA and organizational privacy policies
• Report trends or recurring issues (e.g., discharge instruction confusion, scheduling barriers) to leadership

Work Environment

• Primarily phone‑based role, working from a call center or office setting
• Regular interaction with patients, families, nurses, case managers, and providers by phone
• May involve exposure to sensitive or emotionally difficult conversations

Physical Requirements

• Ability to sit for extended periods while making and documenting phone calls
• Ability to operate a computer, phone/headset, and standard office equipment

QualificationsRequired Qualifications

• High school diploma or equivalent (GED)
• Demonstrated strong customer service skills with a patient‑centered, professional demeanor
• Excellent phone etiquette and verbal communication skills, including active listening
• Proven ability to work independently, exercise good judgment, and manage a daily call queue with minimal supervision
• Strong organizational skills and attention to detail, especially in documentation
• Ability to remain calm, empathetic, and professional with patients who may be anxious, in pain, or upset
• Comfortable following structured scripts/protocols while adapting tone to each conversation
• Basic computer proficiency, including EHR or care management systems, email, and data entry

Preferred Qualifications

• Prior experience in a medical office, emergency department, call center, or other healthcare/customer service setting
• Familiarity with electronic health record (EHR) or care management systems
• Knowledge of medical terminology, discharge instructions, and insurance/scheduling processes
• Experience with telephonic patient outreach, care coordination, or patient satisfaction/experience surveys
• Bilingual skills a plus