OUTPATIENT EXPERIENCE COORDINATOR

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