Virtual Patient Experience Coordinator

Vintti is a dynamic staffing agency bridging the gap between Latin American talent and US-based businesses. We specialize in connecting skilled professionals from Latin America with small and medium-sized businesses, startups, and firms across the United States. Our mission is to provide top-tier staffing solutions that enable US companies to access a diverse pool of talented individuals while offering exciting career opportunities to Latin American professionals. By leveraging our extensive network and deep understanding of both markets, Vintti facilitates mutually beneficial partnerships that drive growth and innovation for our clients and candidates alike.

The role of a Virtual Patient Experience Coordinator involves managing and enhancing the interactions between healthcare providers and patients through digital platforms. This position is focused on ensuring that patients receive seamless, effective, and empathetic care in a virtual setting. Responsibilities include coordinating virtual appointments, addressing patient inquiries, and facilitating communication between patients and healthcare teams. By leveraging technology and excellent communication skills, the Virtual Patient Experience Coordinator plays a crucial role in improving patient satisfaction and optimizing the overall digital healthcare experience.

- High school diploma or equivalent; associate's or bachelor's degree in healthcare administration or related field preferred
- At least 2 years of experience in a patient-facing or customer service role
- Proficiency in using virtual communication tools such as email, phone, and chat platforms
- Familiarity with electronic health records (EHR) and healthcare databases
- Strong organizational and multitasking skills
- Excellent written and verbal communication skills
- Ability to provide empathetic patient support and deliver exceptional customer service
- Technical proficiency with virtual consultation platforms and troubleshooting
- Knowledge of HIPAA regulations and commitment to maintaining patient confidentiality
- Experience with scheduling and coordinating virtual appointments
- Strong problem-solving skills and attention to detail
- Ability to analyze patient feedback and identify areas for improvement
- Collaborative team player with the capability to work independently
- Prior experience in a healthcare setting is ideal
- Ability to handle sensitive information with discretion
- Flexibility and adaptability to changing virtual healthcare practices and technologies
- Proficiency in Microsoft Office Suite or similar software
- Comfort with teaching and training patients on new technologies
- Strong interpersonal skills to work with diverse patient populations
- Experience in managing patient satisfaction surveys and feedback systems

- Respond to patient inquiries via email, phone, and chat in a timely and professional manner
- Schedule and coordinate virtual appointments and consultations
- Provide patients with information on services, procedures, and preparation instructions
- Assist patients with accessing and navigating the virtual consultation platform
- Follow up with patients post-appointment to address any concerns or additional questions
- Update and maintain accurate patient records and information in the healthcare database
- Monitor patient feedback and manage patient satisfaction surveys
- Collaborate with healthcare providers to ensure a seamless virtual patient experience
- Troubleshoot technical issues that patients encounter with the virtual consultation platform
- Offer emotional support and empathy to patients navigating their healthcare journey
- Prepare and distribute virtual appointment reminders to patients
- Maintain confidentiality and comply with HIPAA regulations in all communications and data handling
- Coordinate with third-party services for language translation or closed captioning as needed
- Provide training and support to new patients on using the virtual healthcare system
- Identify and escalate any patient issues or complaints to the appropriate departments for resolution
- Analyze patient feedback and work on continuous process improvement initiatives
- Stay updated on current virtual healthcare practices and technologies
- Participate in regular team meetings and training sessions to enhance patient care strategies
- Generate and analyze reports on virtual patient engagement and satisfaction metrics
- Assist with other administrative tasks as needed to support the virtual care team

The ideal candidate for the Virtual Patient Experience Coordinator role is a compassionate and highly organized professional with at least two years of experience in a patient-facing or customer service position, preferably within a healthcare setting. They hold a high school diploma or equivalent, with a preference for candidates possessing an associate's or bachelor's degree in healthcare administration or a related field. Demonstrating exceptional written and verbal communication skills, the candidate is proficient in using virtual communication tools and is familiar with electronic health records (EHR) and healthcare databases. They exhibit strong technical proficiency in navigating and troubleshooting virtual consultation platforms, coupled with a comprehensive understanding of HIPAA regulations to ensure patient confidentiality. The candidate excels in providing empathetic support, showcasing resilience and emotional intelligence, while maintaining a positive and professional demeanor. They are adept at multitasking, managing schedules, and coordinating virtual appointments seamlessly. This individual is a proactive problem solver who values continuous improvement, is quick to learn, and demonstrates flexibility and adaptability in a dynamic environment. Their strong interpersonal skills allow them to effectively train and support patients, offering a culturally sensitive and inclusive approach. The ideal candidate is a collaborative team player with the ability to work independently, prioritize effectively, and handle sensitive information with discretion. They bring a patient-centric focus, showcasing a meticulous attention to detail, strong time-management skills, and the capability to analyze patient feedback for ongoing service enhancements.

- Respond to patient inquiries via email, phone, and chat in a timely and professional manner
- Schedule and coordinate virtual appointments and consultations
- Provide patients with information on services, procedures, and preparation instructions
- Assist patients with accessing and navigating the virtual consultation platform
- Follow up with patients post-appointment to address any concerns or additional questions
- Update and maintain accurate patient records and information in the healthcare database
- Monitor patient feedback and manage patient satisfaction surveys
- Collaborate with healthcare providers to ensure a seamless virtual patient experience
- Troubleshoot technical issues that patients encounter with the virtual consultation platform
- Offer emotional support and empathy to patients navigating their healthcare journey
- Prepare and distribute virtual appointment reminders to patients
- Maintain confidentiality and comply with HIPAA regulations in all communications and data handling
- Coordinate with third-party services for language translation or closed captioning as needed
- Provide training and support to new patients on using the virtual healthcare system
- Identify and escalate any patient issues or complaints to the appropriate departments for resolution
- Analyze patient feedback and work on continuous process improvement initiatives
- Stay updated on current virtual healthcare practices and technologies
- Participate in regular team meetings and training sessions to enhance patient care strategies
- Generate and analyze reports on virtual patient engagement and satisfaction metrics
- Assist with other administrative tasks as needed to support the virtual care team.

- Strong empathy and emotional intelligence
- Exceptional communication skills
- Highly organized and detail-oriented
- Adaptable and flexible in a dynamic environment
- Proactive problem solver
- Technologically savvy
- Strong customer service orientation
- Team player with a collaborative spirit
- Ability to work independently
- Quick learner with a passion for continuous improvement
- High level of professionalism
- Patient-centric approach
- Culturally sensitive and inclusive
- Resilient under pressure
- Positive attitude and enthusiastic demeanor
- Meticulous in maintaining confidentiality and privacy
- Strong time-management skills
- Decisive and capable of effective decision-making
- High degree of patience and understanding
- Reliable and dependable

- Competitive salary range dependent on experience and qualifications
- Comprehensive health, dental, and vision insurance
- Paid time off (PTO) and holidays
- 401(k) retirement plan with company matching
- Opportunities for career advancement and professional development
- Remote work flexibility
- Ergonomic home office setup assistance or stipend
- Access to wellness programs and resources
- Employee assistance program (EAP) for mental health support
- Paid parental leave
- Performance-based bonuses and incentives
- Continuing education and certification reimbursement
- Inclusive and supportive team culture
- Flexible work schedule to promote work-life balance
- Regular team building and virtual social events