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WC- Patient Experience Coordinator

West Chester, PA, USA Req #50
Wednesday, April 12, 2023

Our internU team is seeking an Entry Level Patient Experience Coordinator.

Job Responsibilities:


  1. Scheduling
  2. GI
  3. Neurosurgery
  4. OBGYN
  5. Radiology
  6. Care Coordinate Extender

Primary Function:

  • Provide physician and service referrals and appointments and to schedule outpatient radiology appointments. 
  • Collect all patient demographics and complete a full registration in EPIC for every patient that is scheduled.
  • Excellent customer service, insurance knowledge and attention to detail are key competencies to ensure the accuracy of the patient’s medical record and a positive customer experience.
  • Room to grow in other areas within the Radiology Department (Reading Room and Film Library)


  • Demonstrate ability to navigate Call Center Software (Kyruus), EPIC, and telecom equipment (Genesys).
  • Gain knowledge of physician or radiology scheduling processes to ensure accurate and appropriate physician/service referrals/appointment and scheduling of all outpatient services/exams.
  • Complete a full patient registration including collection of all patient demographics, guarantor data and insurance eligibility and benefits.
  • Provide excellent customer service to each caller including consistent use of customer service/telephone standards.
  • Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
  • Will document all calls in appropriate software.

Additional Responsibilities and Competencies:

  • Accurate and consistent tracking of ad campaigns. Will ask on each call and follow PC reminders and prompts
  • Appropriate greeting for each line including identify self
  • Ask which hospital affiliation or location patient prefers.
  • Always offer to schedule an appointment to drive growth
  • Adhere to schedule (lunch, breaks, shift starts) and attendance policies.
  • Direct patient access issues and concerns to Manager or Director.
  • Consistent use of references and software prompts to enable accurate scheduling.
  • Accurate registration of callers and classes, screenings, and special events.
  • HIPAA guidelines should be followed on all patient encounters.
  • Meet daily call volume ad quality metrics
  • Complete outbound scheduling calls from the Radiology work-queues
  • Handling of service requests via web appointment request form.

Required Skills:

  • Superior Customer Service and Telephone skills
  • Ability to type and use a computer
  • Experience in a Healthcare Environment or Appointment Scheduling
  • Insurance knowledge, sound judgement, critical thinking, pleasant telephone voice.

Preferred: Bachelors degree in related industry


Other details

  • Job Family Healthcare
  • Pay Type Hourly
Location on Google Maps
  • West Chester, PA, USA