About the role
👋 Meet knownwell , weight-inclusive healthcare for all. Join a dynamic company that is changing the way obesity care is delivered. We offer weight management, primary care, nutrition counseling, and health coaching. Our care model combines in-clinic and virtual care to bring support to patients where and when they need it. Backed by $50M in funding—including a $25M round led by CVS Health Ventures with support from a16z Bio + Health, Flare Capital, MassMutual, and Intermountain Ventures—we’re scaling fast and expanding access to evidence-based obesity care nationwide. 🔍 We are looking to build our team with a Patient Experience Coordinator, who will be the first point of contact for customers seeking assistance or information regarding our services. This position is open to candidates across the U.S. who are looking for a role that operates on Pacific hours. Your primary responsibility will be to efficiently address customer inquiries, resolve problems, and provide accurate information in a professional and courteous manner. You will utilize excellent communication skills, patience, and problem-solving abilities to ensure satisfaction and maintain positive relationships with our patients. Hours of Operation : Monday - Friday, 11:00am - 8:00pm ET 🎯 You Will: Manage high-volume inbound and outbound patient calls while providing professional, empathetic support Schedule, reschedule, and modify patient appointments across multiple care services while ensuring accuracy and efficiency Conduct proactive outreach to patients to coordinate care recommended by providers, including follow-up visits, referrals, and specialty services Review patient requests, provider orders, and referral information to ensure timely scheduling and appropriate next steps Accurately document all patient interactions, outreach attempts, and scheduling outcomes within the electronic health record (EHR) Leave clear, detailed voicemail messages and track follow-up attempts according to established outreach protocols Assist new patients with onboarding tasks, including app access and appointment preparation Monitor multiple patient service queues to ensure requests are resolved within established service level timelines Escalate clinical questions, urgent concerns, or complex cases to the appropriate care team when necessary Maintain a high level of service quality while meeting productivity expectations related to call handling, documentation, and patient follow-up Work collaboratively with clinical teams, operations staff, and leadership to ensure a seamless patient experience Follow standardized workflows and documentation