Patient Communication Coordinator | Iowa Chapter of the American Marketing Association

Patient Communication Coordinator

Company: The Iowa Clinic

Full time
West Des Moines, IA

Description

The Iowa Clinic has an opportunity for an entry-level Patient Communication Coordinator at our primary location in West Des Moines, IA. This team member will be based out of The Iowa Clinic marketing department and hold a strong customer service and sales skillset. The Patient Communication Coordinator will serve as a liaison between patients and physicians and administration to ensure the highest levels of patient satisfaction and coordinated care.

Responsibilities

  • Answers inbound calls for new patients looking to get established with a primary care provider
  • Monitors appointment trends for new providers to ensure they are building their panel of patients
  • Serves as a liaison to the marketing department and triggers marketing support for those providers who are not meeting capacity-based goals
  • Works with the Marketing team to develop outreach efforts and campaigns which promote new patient acquisition
  • Contacts patients to request online reviews for new providers/clinics
  • Assists with staffing of small, local events and sponsorships including but not limited to health fairs, local health-specific walks, health promotions, events, sponsorships, community outreach, etc. to assist physicians wishing to build their practice
  • Collaborates with the marketing team to identify opportunities for community-specific partnerships to increase physician visibility within the communities in which they serve
  • Coordinates physician departure communication to patients via mail and email
  • Calls patients of departing physicians to proactively reassign them to a new provider to ensure the patients care stays within The Iowa Clinic health system
  • Reviews patient feedback and complaints/concerns and assigns to the appropriate department for follow-up (utilizes patient satisfaction platform and online reviews)
  • Identifies negative trends in patient satisfaction scores and reviews and works collaboratively with operations to develop patient retention and mitigation efforts
  • Serves as a resource for primary care providers to improve patient satisfaction by proactively following up with patients who may have been less than satisfied with their level of care
  • Tracks trends regarding patient retention to be used to improve internal processes and patient satisfaction (e.g. scheduling, access points)
  • Follows up with patients wishing to transfer their care from The Iowa Clinic (based on medical records requests).
  • Listen to and document the patient’s concerns and share with appropriate department.
  • Partners with Care Coordination to work on acquisition of new/existing patients to efficiently utilize Iowa Clinic services
  • Assists in the management of outreach programs for annual exams and preventative screenings (mammograms, colonoscopies, etc.)
  • Serves as clinic liaison on an as-needed basis to aide in the distribution of marketing materials, signage and employee huddle board communication.
  • Assists with surveying patients via phone, compiling data and contributing to data and trend analysis

Qualifications

  • High School diploma required; 2- or 4-year college degree in marketing, public relations, sales or related field preferred
  • Ability to meet or exceed goals based on established provider metrics
  • Experience in customer service required
  • Excellent verbal and written communication skills and interpersonal skills
  • Ability to work on a team and display a positive attitude
  • Excellent relationship building skills Possesses customer service-oriented mindset
  • Problem solving, critical thinking and analytical skills
  • Ability to prioritize and organize work effectively; efficient in daily tasks
  • Ability to demonstrate a high level of confidentiality

How to Apply

Apply online https://www.iowaclinic.com/careers/job-openings/?p=job%2FoPebefwc

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