Provider & Patient Experience Coordinator (Part Time)

Provider & Patient Experience Coordinator (Part Time)

Location: Hybrid - 50 Eastdale Ave Poughkeepsie NY 12603 Division: Operations Department: Urology Classification : Non-Exempt Hourly Part Time (25 hours per week)

About Premier Medical Group: Premier Medical Group of the Hudson Valley is a leading multi-specialty medical practice dedicated to delivering exceptional, patient-centered care across multiple locations in New York. With over 550 employees and a strong provider network, we are committed to clinical excellence, operational efficiency, and outstanding patient experience.

Summary/Primary Role

The Provider & Patient Experience Coordinator is responsible for coordinating provider administrative functions while ensuring exceptional patient experience. This position serves as the primary liaison for patient concerns, provider scheduling activities, legal record requests, and operational support. The coordinator works collaboratively with providers, practice leadership, and clinical teams to improve patient satisfaction, streamline provider operations, and ensure timely follow-up on patient and administrative requests.

Principal Duties & Responsibilities

Patient Experience

• Serve as the primary contact for patient complaints, concerns, and service recovery.
• Ensure all patient concerns are acknowledged within 2448 hours.
• Investigate patient issues and collaborate with leadership to resolve concerns promptly.
• Monitor and improve patient satisfaction initiatives.
• Review and trend patient feedback to identify opportunities for operational improvement.

Press Ganey

• Monitor Press Ganey patient satisfaction scores.
• Review patient comments and identify trends.
• Develop action plans with clinic and administrative leadership to improve patient experience metrics.
• Present patient satisfaction reports to leadership as needed.

Provider Operations

• Coordinate and maintain provider PTO schedules.
• Develop and distribute monthly provider call schedules.
• Coordinate provider schedule adjustments and coverage.
• Coordinate discharge from specialty care when appropriate.
• Assist leadership with special projects and departmental initiatives.

Attorney Requests

• Manage incoming attorney requests for medical records and documentation.
• Coordinate with Health Information Management (HIM) and providers to ensure timely completion.
• Track requests and maintain compliance with legal and organizational policies.
• All other duties and responsibilities as assigned.

Knowledge & Skills

• Excellent interpersonal and communication skills.
• Strong customer service and conflict-resolution abilities.
• Knowledge of HIPAA and patient confidentiality.
• Organizational and project management skills.
• Ability to manage multiple priorities and meet deadlines.
• Proficiency in Microsoft Office and EMR systems.
• Strong analytical and problem-solving skills.

Qualifications

Education

• Associate's degree required; Bachelor's degree in Healthcare Administration, Business Administration, or a related field preferred.

Experience

• 35 years of experience in healthcare operations, medical practice management, patient experience, or provider support.
• Experience working with physicians and advanced practice providers preferred.
• Experience with electronic medical records (EMR) systems.

Expected Hours of Work: An Employee must work a minimum of thirty (30) hours per week to maintain full-time status for benefits eligibility purposes, consistent with the requirements of the Affordable Care Act (ACA) and the Practice's benefits plan. Notwithstanding this benefits eligibility threshold, the expectations of the position require employees to work an average of forty (40) hours per week, with overtime required as scheduled based on operational needs. Non-exempt employees are eligible for overtime pay in accordance with applicable federal and state wage and hour laws. Exempt employees may be required to work additional hours as necessary to fulfill the responsibilities of their position and are not eligible for overtime compensation. Overtime requirements and scheduling will be determined by the operational needs of the organization.

The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining an employee's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, years of relevant experience, education, credentials, and internal equity). Premier Medical Group also offers a comprehensive set of benefits to compliment the base salary. The base hourly range for this position is $30.00-$35.00 per hour.

Travel Requirements: If travel is needed, travel is primarily within PMG's service area and is expected during normal business hours, with some flexibility as operational needs require.

Work Environment: This position operates in a clinical outpatient setting and routinely involves direct interaction with patients, providers, and clinical staff. The work environment may involve exposure to infectious disease, bodily fluids, medical equipment, cleaning agents, and varying patient conditions. Standard precautions, PPE, and adherence to safety protocols are required at all times.

Physical Demands: The physical demands described below are representative of those necessary to successfully perform the essential functions of this role:

• This is a safety-sensitive position, requiring alertness, sound judgment, and adherence to patient safety standards at all times.
• Regularly required to stand, walk, and move between rooms throughout the day.
• Frequent bending, reaching, and lifting or moving supplies and equipment up to 25 pounds;
• Ability to communicate clearly in person, by phone, and through electronic systems.

Additional: This job description provides a general overview of the expectations and basic duties of the job and is not a comprehensive list of all duties and responsibilities. Premier Medical Group will assign additional duties and tasks that it deems necessary to meet the requirements of the position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is an hybrid role based in the Hudson Valley, NY. No relocation allowance will be considered unless specifically addressed. All applicants must be currently authorized to work in the United States. Premier Medical Group does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.