Customer Experience Coordinator

Title: Customer Experience Coordinator – Rheumatology

Reports to: Director of Nursing and Rheumatologist

The Rheumatology Customer Experience Coordinator will serve as a critical liaison between patients, families, and interdisciplinary care teams to ensure a positive and seamless patient experience. This role requires a compassionate, proactive individual who thrives in a fast-paced, collaborative environment and is skilled in navigating complex care needs, including insurance coordination and specialty referrals. This position plays a key role in supporting the delivery of high-quality, compassionate, and coordinated care for patients with rheumatologic conditions. This individual, either a Certified Medical Assistant (CMA) or Licensed Practical Nurse (LPN), provides clinical support, care coordination, patient education, and case management services. Responsibilities include assisting in managing complex patient needs, improving patient engagement, streamlining access to care, monitoring treatment adherence, and acting as a liaison between patients, providers, and support staff to enhance the overall patient experience. The role upholds the corporation’s mission and values, ensuring patients receive person-centered, evidence-based care.

• Demonstrated ability to analyze needs, carry out directives, and communicate effectively.

• Possess customer service excellence, delivering exceptional service in a fast-paced, dynamic environment, adapting to diverse personalities with a solutions-oriented approach.

• Maintain a strong work ethic to be proactive and perceptive, demonstrating insight to promptly seize opportunities to improve patient experiences.

• Be an excellent problem-solver; tackling challenges with initiative and a resourceful, problem-solving mindset to enhance both patient satisfaction and operational efficiency.

• Act as the primary point of contact for rheumatology patients, ensuring timely communication and support throughout their care journey.

• Build and maintain strong, trusting relationships with patients dealing with complex and chronic conditions.

• Collaborate with rheumatologists, nurses, medical assistants, behavioral health providers, care coordinators, and other staff to address patient needs.

• Facilitate smooth care transitions by coordinating referrals, follow-up appointments, and specialty procedures.

• Collaborate with in-house 340B pharmacy team on prior authorizations for newly prescribed medications and refills

• Schedule drug therapy training and infusion sessions between patient and clinical team

• Resolve patient concerns or barriers to care quickly and professionally by using strong problem-solving and interpersonal skills.

• Liaise with insurance companies to verify coverage, obtain prior authorizations, and assist patients in understanding their benefits.

• Monitor patient satisfaction and engagement metrics; participate in continuous improvement efforts to enhance the patient experience.

• Maintain accurate and timely documentation in the electronic health record (EHR).

• Uphold confidentiality and compliance with HIPAA and FQHC guidelines.

• And all other duties as assigned.

• Requires 80% or more time spent sitting/standing/walking.

• Independently mobile.

• The ability to lift weight equivalents that would be required with occasionally assisting and positioning patients, repositioning equipment, and lifting supplies.

• Ability to adapt and function in varying environments of workload, patient acuity, worksites, and work shifts.

• Ability to work 5 days/40+ hours per week and travel between clinics as needed

American with Disabilities Act (ADA) Statement: External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case-by-case basis.