OUTPATIENT EXPERIENCE COORDINATOR

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

POSITION SUMMARY: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 dischargeConfirm the patient understands their discharge instructions, medications, and any recommended follow‑up careAsk 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 leadershipIdentify whether the patient has scheduled (or needs help scheduling) follow‑up appointments with a primary care provider or specialistAsk structured questions to assess how the patient is doing post‑visit and document responses accurately in the systemIdentify red‑flag symptoms, unmet needs, or gaps in care and escalate to a nurse, case manager, or provider promptly per established protocolsAnswer patient questions about their ER visit, billing, discharge paperwork, or next steps, or direct them to the appropriate resourceHandle sensitive, upset, or anxious callers with patience, empathy, and professionalismMaintain accurate, timely documentation of every call in the EHR or care management systemTrack and follow up on incomplete or unreachable calls per departmental workflowManage a daily call list and prioritize outreach independently with minimal direct supervisionUphold patient confidentiality and comply with HIPAA and organizational privacy policiesReport trends or recurring issues (e.g., discharge instruction confusion, scheduling barriers) to leadershipWORK ENVIRONMENT:Primarily phone‑based role, working from a call center or office settingRegular interaction with patients, families, nurses, case managers, and providers by phoneMay involve exposure to sensitive or emotionally difficult conversationsPHYSICAL REQUIREMENTS:Ability to sit for extended periods while making and documenting phone callsAbility to operate a computer, phone/headset, and standard office equipmentRequired Qualifications:High school diploma or equivalent (GED)Demonstrated strong customer service skills with a patient‑centered, professional demeanorExcellent phone etiquette and verbal communication skills, including active listeningProven ability to work independently, exercise good judgment, and manage a daily call queue with minimal supervisionStrong organizational skills and attention to detail, especially in documentationAbility to remain calm, empathetic, and professional with patients who may be anxious, in pain, or upsetComfortable following structured scripts/protocols while adapting tone to each conversationBasic computer proficiency, including EHR or care management systems, email, and data entryPreferred Qualifications:Prior experience in a medical office, emergency department, call center, or other healthcare/customer service settingFamiliarity with electronic health record (EHR) or care management systemsKnowledge of medical terminology, discharge instructions, and insurance/scheduling processesExperience with telephonic patient outreach, care coordination, or patient satisfaction/experience surveysBilingual skills a plus