Patient Experience & Customer Service Coordinator

Patient Experience & Customer Service Coordinator
Position Summary

MFM Health is seeking a compassionate, proactive, and solutions-oriented Patient Experience & Customer Service Coordinator to enhance the overall patient experience across the organization. This part-time in office role serves as a key partner to the MFM Management Team and collaborates across all departments, including clinical, administrative, scheduling, billing, provider, and support teams, to ensure patients receive exceptional service throughout their care journey.

The Patient Experience & Customer Service Coordinator will serve as the primary point person for patient feedback, concerns, complaints, and service recovery efforts. This individual will monitor patient satisfaction data, oversee the resolution of patient concerns and escalations, identify trends impacting the patient experience, and partner with leadership to implement continuous quality improvement initiatives.

The ideal candidate is an excellent communicator, skilled problem solver, and patient advocate who can independently manage customer service issues while effectively collaborating with department leaders when specialized intervention is required.

What We Offer:

• Enhanced Benefits Package: Enjoy a comprehensive benefits package that includes discretionary paid time off to ensure a healthy work-life balance and a 401(k) plan with employer match.
• Professional Growth Environment: At MFM Health, we are committed to your professional development. We offer continuous opportunities for learning and career advancement in a supportive and collaborative environment.

Essential Duties and Responsibilities
Patient Experience Management

• Monitor patient satisfaction scores, survey results, and feedback channels to identify opportunities for improvement.
• Review patient experience metrics regularly and provide insights, trends, and recommendations to the MFM Management Team.
• Collaborate with leadership and staff to develop and implement initiatives that improve patient satisfaction and service quality.
• Support the development, implementation, and maintenance of patient-centered service standards across the organization.
• Serve as an internal advocate for the patient experience and promote a culture of exceptional service.

Patient Concern Resolution and Service Recovery

• Manage and oversee patient concerns, complaints, compliments, and service recovery efforts received through:
  • Athena customer service inbox
  • Post-visit patient surveys
  • Social media platforms
  • Online review and reputation management channels
  • Direct patient communications
• Ensure all patient communications receive timely, professional, empathetic, and solution-oriented responses.
• Independently investigate and resolve patient concerns whenever possible.
• Conduct direct outreach to patients regarding complaints, concerns, and service recovery opportunities.
• Coordinate with department leaders when issues require intervention from billing, clinical teams, providers, scheduling, administrative staff, or other departments.
• Maintain accurate documentation of patient concerns, actions taken, and resolutions.
• Conduct follow-up outreach to ensure concerns have been fully resolved and patient expectations have been addressed.
• Escalate high-priority or sensitive issues to leadership as appropriate.

Reputation Management and Patient Feedback

• Monitor online reviews, social media channels, patient surveys, and reputation management platforms for patient feedback and service concerns.
• Coordinate responses to reviews and feedback in alignment with organizational standards and communication guidelines.
• Identify recurring themes affecting patient perception and recommend corrective actions.
• Partner with marketing and leadership teams to support initiatives that strengthen patient engagement, loyalty, and community trust.
• Share patient feedback trends and recommendations with appropriate stakeholders.

Quality Improvement and Organizational Support

• Analyze patient feedback, complaint trends, and satisfaction data to identify systemic issues and opportunities for improvement.
• Partner with leadership to identify barriers to patient satisfaction and develop action plans that improve communication, operational efficiency, and service delivery.
• Collaborate with department leaders to implement corrective actions and service improvement initiatives.
• Measure the effectiveness of improvement efforts and recommend adjustments as needed.
• Support organizational initiatives focused on patient-centered care and customer service excellence.

Reporting and Analytics

• Develop and maintain monthly and quarterly reports summarizing patient experience metrics, complaint resolution outcomes, and key trends.
• Track response times, resolution rates, and patient satisfaction outcomes to ensure service goals are achieved.
• Present findings and recommendations to leadership teams as appropriate.
• Monitor progress toward patient experience improvement goals and benchmarks.

Cross-Functional Collaboration

• Serve as a liaison between patients and internal teams to ensure concerns are addressed efficiently and effectively.
• Work closely with the MFM Management Team and leaders across all departments to support organizational goals related to patient satisfaction and customer service excellence.
• Participate in leadership, operations, and departmental meetings as needed to provide patient experience insights and recommendations.
• Partner with Human Resources and department leaders to support customer service training, coaching, and employee recognition initiatives.
• Assist with special projects related to patient experience, communications, retention, and organizational growth.

Administrative Responsibilities

• Develop and maintain customer service workflows, response templates, and service recovery protocols.
• Ensure compliance with HIPAA and all patient privacy and confidentiality requirements.
• Maintain organized records and reporting related to patient concerns and service outcomes.
• Perform other duties as assigned to support patient experience and organizational objectives.

Qualifications
Required Qualifications

• Associate degree or equivalent professional experience required; Bachelor's degree preferred.
• Minimum of three years of experience in patient relations, customer service, healthcare operations, hospitality, marketing, communications, or a related field.
• Exceptional verbal and written communication skills.
• Strong conflict resolution, problem-solving, and interpersonal skills.
• Ability to manage sensitive situations with professionalism, empathy, discretion, and sound judgment.
• Strong organizational skills with attention to detail and follow-through.
• Ability to work independently while managing multiple priorities.
• Proficiency with Microsoft Office and web-based software platforms.

Preferred Qualifications

• Experience in healthcare, medical practice management, patient advocacy, or patient relations.
• Experience with Athenahealth or similar electronic health record and practice management systems.
• Experience with patient satisfaction surveys, online review platforms, and reputation management tools.
• Familiarity with quality improvement initiatives and patient satisfaction metrics.

Core Competencies

• Patient advocacy
• Customer service excellence
• Communication and relationship building
• Problem solving and conflict resolution
• Professional judgment and accountability
• Data analysis and trend identification
• Collaboration and teamwork
• Adaptability and initiative
• Attention to detail
• Confidentiality and professionalism

Compensation: $28 - $34/hr; commensurate with experience
About MFM Health

Our mission at MFM Health is to Make Lives Meaningfully Better. We are continually expanding our practice to provide quality, comprehensive, and compassionate care to patients on the North Shore and beyond. We are committed to hiring passionate individuals who are motivated to succeed in a collaborative, patient-centric culture. We pride ourselves on our commitment to excellence, offering services 365 days a year, drive-thru healthcare, and on-site specialty teams and ancillary services.

At MFM Health, we offer excellent benefits, top-notch training, and a vibrant work environment. We believe in celebrating our employees' successes and regularly gather for company-wide parties and events to foster strong team connections. Join us as we continue to grow, investing in our people, programs, and technology to deliver legendary patient service and further our reputation as the provider, practice, and employer of choice!