Patient Experience Coordinator

Job Summary:

The Patient Experience Coordinator will provide top-tier service, follow regulatory compliance, and foster a compassionate, responsive approach to all patient communications and inquires. The level of engagement provided to each patient makes a lasting and purposeful impact. The success of the Patient Experience Team involves exceptional customer service and prompt follow up. The role includes serving as a hands-on support resource, answering incoming calls to maintain service standards.

Mission Statement: To create exceptional patient experiences.

A few highlights of what we offer:

Health benefits (medical, vision, dental, long- and short-term disability) 401k, PTO, mileage program for travel, and development and training opportunities. Working with an engaged team and recognition of positive efforts and exceptional work.

One vacancy is open. The position will remain open until successfully filled.   

Job Responsibilities: 

• Serve as the primary contact for incoming calls, answering promptly and attentively 
• Provide thoughtful guidance and effective follow-up for patient inquiries 
• Return calls to patients professionally and promptly 
• Document appointments and patient interactions using call center platforms and CRM systems 
• Achieve daily call volume targets as defined by the department supervisor 
• Organize and sort mail; perform batch scanning to support administrative flow 
• Support front office tasks and contribute to clinic operations when needed 
• Participate in special projects and take part in cross-training opportunities 
• Complete required training programs within assigned timelines 
• Keep workspaces clean and organized to reflect our commitment to excellence 
• Prioritize tasks efficiently and manage time effectively across varied responsibilities 

Management Responsibility:

• No management responsibility
• Reports directly to Director of Marketing and Business Development

Education and Qualifications:

•  High School Diploma or equivalent, required
• 2+ years in medical office administration, billing, referrals, or clinical settings, required 
• 1+ years of proven experience in a phone-based customer service setting, required 
• Outstanding communication skills and a sincere patient-first mindset, required
• Proven ability to multitask, resolve issues, and stay focused under pressure, required
• Proficient with digital messaging platforms (email, Teams, CRM systems), required
• Experience with EPIC system, preferred 
• CPR/BLS certification, preferred 

Work Environment and Schedule:

• Work schedule includes 3x12-hour shifts weekly (alternating weekends) and 1x6-hour weekday shift 
• May include occasional overtime and travel between clinics (reliable transportation required) 
• On-site role in a professional medical office (not remote) 
• Sedentary position requiring extended computer-based shifts and high call volumes 
• Regular use of standard office equipment (e.g., computers, phones, scanners) 

This position is for the person who:

• Positive and insightful attitude, a smile felt through the phone
• Works with the intent and heart to ease patients concerns
• Independently motivated
• Has a passion for helping people and working with a servant’s heart
• An eye for detail to improve and provide feedback
• Enjoys meaningful work that truly impacts people lives
• Agile with the ability to adapt in a sometimes-ever-changing environment
• Strives to improve the patient experience
• Exceptional work ethic
• Creates a positive work environment that impacts with the team and organization

About the Organization:

Tampa General Hospital and Fast Track Urgent Care have partnered together to create unique clinics for patients to receive compassionate and knowledgeable treatment. Our Core Values and Mission focus on having a positive attitude, cultivating optimism, acting with compassion, and doing what is right. The company culture has a strong focus on patients and the quality of service provided. We’re here to serve the community and each other through teamwork, consistent communication, robust training, engaged development, and employee feedback. You’d be a great fit for TGH Urgent Care if you have a positive attitude, are team oriented, and are committed to providing exceptional service to the medical needs of our community.

As part of the hiring process: a background and drug screen will need to be successfully completed. Required certifications listed in job description will need to be provided at time of initial interview.