The Iowa Clinic Patient Communication Coordinator (Full-Time) in West Des Moines, Iowa
Patient Communication Coordinator (Full-Time)
Marketing West Des Moines, Iowa
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.
Duties and 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
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
Why Work at The Iowa Clinic?
At The Iowa Clinic, our physicians and employees are our most valued resource and the differentiator in the service and care we provide. We exemplify our Star Values of Service Excellence, Teamwork, Accountability, Respect and Stewardship which enables a work environment where each individual can contribute and excel.
The Iowa Clinic values the diversity and unique skills and talents of each individual and strives to create a workplace that supports and develops its people. The Iowa Clinic is locally owned by doctors living and working in our communities. That means decisions about patient care are determined by you and your physician, not someone else. We are proud that our 250+ healthcare providers consistently rank top in quality and outcomes as recognized by Iowa’s largest health insurer.
We also offer competitive benefits – including one of the most generous 401(k) employer profit sharing programs in the metro!