Client Experience Coordinator

Position Overview

Emory Executive Health Center delivers an elevated healthcare experience on Emory University’s campus and is nationally recognized for excellence. In this role, you will be an integral part of the team focused on driving surgical consultation conversions, building strong referral networks, and enhancing patient satisfaction through effective communication and coordination.

Work Location: Onsite | Schedule: 5:45a-2:45p, 40 Hours, Full-Time

Key Responsibilities

• Serves as the point person ensuring consistent and clear communication regarding prospective surgical patients with the physician.
• Assists in developing and implementing marketing and surgical consultation conversion strategies, including relationship building with current and prospective patients and developing a referral network.
• Ensures proper communication among current and prospective surgical patients, physicians, staff colleagues, and referring physicians.
• Converts surgical consultation patients to surgery and creates excitement about prospective surgery options.
• Develops physician referrals via monthly sales calls, follow-up correspondence, creation of educational materials, and staff training.
• Serves as the key contact for cosmetic surgery inquiries from patients, physicians, and staff members.
• Coordinates patient seminars including invitations, presentations, refreshments, and strategic follow-up.
• Maintains and utilizes a database to target patients for services and products.
• Contributes website copy and meets with physicians monthly to review marketing program results and data.
• Plans and executes pre- and post-consultation follow-up with all patients, reporting progress regularly.
• Develops and monitors internal systems for patient tracking, communication, marketing budgets, and referral follow-up.
• Reviews, confirms, and documents payments and insurance benefits related to services, and assists with patient financial and revenue cycle management.
• Serves as a resource for billing, coding, and vendor payment resolution for staff and the financial department.
• Oversees quality improvement initiatives and collaborates with various teams to ensure timely appointments and optimal patient coordination.
• Trains administrative personnel and serves as a role model for excellent customer service while promptly addressing patient and customer concerns.
• Collaborates with management, nursing, and physician teams to maintain the flow of patients from initial appointment through the completion of their care experience.
• Participates in staff and patient satisfaction meetings, adapts to changing priorities, and performs other duties as assigned.

Required Qualifications

• Bachelor's Degree in communication, marketing, or business (emphasis preferred) or equivalent work experience.
• Minimum of two (2) years of related experience in sales, marketing, business, customer service, hospitality, travel industry, or with a surgical practice.
• Experience using various software packages including database applications, spreadsheets, and word processing.

Benefits & Perks

• Comprehensive health benefits that start on day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, and leadership programs
• And more
• Compensation: Hourly Minimum USD $20.10/Hr, Hourly Midpoint USD $26.13/Hr