Position Overview
The Patient Experience Coordinator (PEC) is the initial point of contact for our clients (patients) and their primary role is to ensure our patients have an exceptional 5-star experience. The PEC assists clients (patients) by providing clinical and business office support in the clinics of Performance Health providers, such as, Physicians, Performance Health Coaches (PHCs), Client Experience Coordinators and extended team, as needed. This position is administrative in nature, with some emphasis in helping to facilitate the sales process/support our Program Consultants, as well as establishing/maintaining vendor contracts and support of building management and maintenance needs. As such, the PEC is responsible for tracking and scheduling consultations for follow up appointments, meeting with Center physicians, PHCs and Clients (patients), answering phones, emails/texts, ordering patient lunches and assisting in the closing-out of consultations to deliver a seamless client experience. The PEC supports Center Key Performance Indicators (KPIs) as it relates to the business and sales/retail components, processes patient requests and maintains/updates files with Electronic Medical Record (EMR).
Essential Job Functions
Clinical Responsibilities:
- Maintain patient information in compliance with HIPAA regulations and state and federal statutes regarding the retention and storage of Protected Health Information (PHI)
- Complete program close/conversion process and any changes as needed per the center physician
- Receive and process all orders from patients. i.e., Prescription and/or over the counter (OTCs)/(Nutraceuticals)
- Maintains calendar appointments in accordance with the center team
- Office maintenance and coordination to include arranging office repairs and compliance with vendors, managing pick-ups/ deliveries, ordering and refilling office supplies (i.e. patient snacks, restroom supplies, etc.) and ensuring the office is presentable to all patients at all times. This may entail emptying trash and light housekeeping duties throughout the office
- Track consultations and take appropriate action when there is no response
- Perform admin tasks such as scanning, filing, data entry, and answering phones
- Schedule lab reviews and patient follow-ups virtually and/or in-person
- Work with physicians & PHC to process program closes
- Educates patients by providing medication and diet information and instructions, answering questions in conjunction with physician and PHC
- Completes records by recording patient examination, treatment, and test results
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations
- Enhances Performance Health Center reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments
- Handling medications such as counting, recording the number of doses given to patients or doctors and explaining how to take medications
Sales/Retail Responsibilities:
- May assist in the facilitation of cross-selling additional services and/or upsell services, with support of the physician and PHC, including referrals (friends & family sales)
- Supports Center Key Performance Indicators (KPIs)
- Ensure assigned center is exceeding sales targets, with responsibility for direct oversight and selling/education in support of center goals
- Collaborate internally with key cross-functional teams to brainstorm and develop the business
- Execute with Excellence: lead team to implement and execute all corporate initiatives, while delivering a positive Client Experience
- Optimize in-store merchandising and brand presentation. Conduct regular inventory checks and elevate any issues to leadership as needed
- Meet regularly with leadership to conduct center business review meetings and plan strategically to deliver on defined results for sale/retail objectives
- Leads team to deliver a positive and compelling Client experience
- Any other assigned administrative duties as required
- Regular and reliable attendance is an essential function of the job
Knowledge, Skills and Abilities:
- A relationship builder with high EQ and collaboration and communication skills that allow you to be effective at influencing a variety of stakeholders, including physicians
- Demonstrate a self-starter mentality with a roll of your sleeves and get things done, making tangible impacts to our collective success (nothing is beneath you)
- Relentlessly focused on optimization (entrepreneurial spirit), reaching our goals
- Familiarity with HIPAA compliance and healthcare best practices (nice to have)
- Must possess judgment, strong work ethic, professionalism, and integrity
- Understanding of basic math functions including division, multiplication, and percentages
- Punctual attendance and ensures work responsibilities are covered when absent
- Demonstrated accuracy and thoroughness in execution of assigned tasks
Minimum Qualifications:
- High School diploma or GED
- 2+ years of client and/or patient facing sales/retail or service industry experience, with demonstrated responsibilities within administrative or operational support roles
- 2+ years of outpatient healthcare setting preferred
- Ability to maintain strict confidentiality regarding sensitive patient information and proprietary information
- Certified Medical Assistant (CMA) certification is preferred
- Must be professional, neat, and well-groomed in appearance
- Commitment to valuing diversity and contributing to an inclusive work environment
Cenegenics is an equal opportunity employer (EOE). Qualified applicants are considered for employment without regard to race, color, religion, sex, national origin, age, marital status, disability, sexual orientation, or any other characteristic protected by state or federal law.
