Patient Experience Coordinator

About knownwell

knownwell is a weight-inclusive healthcare organization focused on improving how obesity care is delivered. Its services include weight management, primary care, nutrition counseling, and health coaching, with care delivered both in person and virtually so patients can receive support when and where they need it. The company is backed by $50M in funding, including a $25M round led by CVS Health Ventures with participation from a16z Bio + Health, Flare Capital, MassMutual, and Intermountain Ventures, and is growing its national reach.

Role overview

The Patient Experience Coordinator serves as the initial contact for patients who need help or information about services. The role centers on answering questions, resolving concerns, and sharing accurate guidance in a professional, empathetic, and patient-focused way.

Hours of operation

This position works Monday through Friday, 10:00am to 7:00pm ET.

Key responsibilities

• Handle a large volume of incoming and outgoing patient calls with warmth, professionalism, and empathy.
• Book, change, and update appointments across multiple care services while keeping details accurate.
• Reach out proactively to help coordinate care recommended by providers, including follow-up visits, referrals, and specialty care.
• Check patient requests, provider orders, and referral details to confirm the right next steps and scheduling timeline.
• Record patient conversations, outreach efforts, and scheduling results in the electronic health record system.
• Leave clear voicemail messages and track follow-up contact attempts according to outreach standards.
• Support new patient onboarding, including app access and preparation for upcoming appointments.
• Watch multiple patient service queues and work requests within defined service timelines.
• Escalate clinical concerns, urgent matters, or complex situations to the appropriate care team.
• Keep service quality high while meeting productivity goals for call handling, documentation, and follow-up.
• Partner closely with clinical teams, operations staff, and leadership to create a smooth patient journey.
• Use standard workflows and documentation rules to support consistent and compliant operations.

Requirements

• High school diploma or equivalent is required.
• At least 5 years of experience in medical scheduling, patient access, or healthcare call center settings; experience in a large academic health center is strongly preferred.
• Strong verbal and written communication skills, with the ability to explain next steps clearly to patients.
• Solid multitasking and time management skills in a busy, fast-moving environment.
• High attention to detail and accuracy when entering information into electronic systems.
• Prior use of electronic health record systems; Athena experience is preferred.
• Ability to work across multiple systems at once while actively speaking with patients.
• Comfort working through ambiguity and asking questions when needed.
• Strong problem-solving ability and a calm demeanor under pressure.
• Patient-first mindset and a commitment to compassionate, high-quality service.
• Helpful background includes patient access, care coordination, referral management, or healthcare scheduling.
• Experience supporting telehealth or multi-state care models is a plus.
• Bilingual language ability is a plus.

Performance expectations

• Manage a high daily volume of patient interactions across phone and the EHR system.
• Complete outreach attempts within defined timeframes and documentation standards.
• Keep scheduling and patient records accurate and up to date.
• Provide consistent, patient-centered service while balancing speed and quality.

Pay and perks

• Fully remote work opportunity.
• Medical, dental, and vision coverage.
• 401(k) retirement plan with company match.
• Up to 20 days of PTO each year, plus company holidays.
• Up to 14 weeks of parental leave, including 12 weeks for non-birthing parents.
• Annual work-from-home stipend for remote employees.

Additional information

knownwell is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other legally protected characteristic. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave, compensation, and training.

Due to clinic size and HIPAA regulations, providers are not eligible to receive care in the clinic, and household members of providers cannot receive primary care there.