Patient Experience & Operations Coordinator

Penn Medicine, University of Pennsylvania Health System; Philadelphia (Philadelphia County); On-site; USD 42,000 - 60,000; Full time

Job summary

Penn Medicine is seeking a Patient Engagement Coordinator to support the CPUP - Access Center Staff at 3535 Market Street in Philadelphia. The role focuses on real-time guidance, coaching, escalation handling, and ensuring a high-quality patient experience across the PEC.

Ideal candidates will have a HS diploma or GED, 3+ years in a healthcare contact center with leadership experience, and a preference for a Bachelor’s degree.

Qualifications

• High school diploma or GED required.
• Minimum 3 years in Healthcare Contact Center with leadership/coordinator experience.
• Bachelor's degree preferred.

Responsibilities

• Provide daily guidance and real-time support to frontline staff to ensure service level, quality, and patient experience standards are met.
• Serve as the first line of escalation for agent and patient issues.
• Research, resolve, and escalate concerns as appropriate.
• Monitor real-time performance, agent adherence, and workflow compliance using contact center systems.
• Provide inbound and outbound call coverage as required by leadership.
• Quality, Safety Nets & Coaching – complete QA evaluations and provide timely feedback.

Skills

Communication

Leadership

Team collaboration

Call center experience

Education

High School Diploma or GED

Healthcare call center experience

Bachelor's degree preferred

Tools

PEC systems

Job description

Penn Medicine is seeking a Patient Engagement Coordinator to support the CPUP - Access Center Staff at 3535 Market Street in Philadelphia. The role focuses on real-time guidance, coaching, escalation handling, and ensuring a high-quality patient experience across the PEC.

Ideal candidates will have a HS diploma or GED, 3+ years in a healthcare contact center with leadership experience, and a preference for a Bachelor’s degree.