Patient Experience Coordinator - West Coast

knownwell is a dynamic company changing the way obesity care is delivered. We offer weight management, primary care, nutrition counseling, and health coaching, combining in-clinic and virtual care to support 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.

About the role

As the first point of contact for customers seeking assistance or information regarding our services, you will efficiently address inquiries, resolve problems, and provide accurate information in a professional and courteous manner. This fully remote role operates on Pacific hours and is open to candidates across the U.S.

Hours of Operation: Monday - Friday, 11:00am - 8:00pm ET

Responsibilities

• 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 requirements to maintain operational consistency and compliance

Requirements

• High school diploma or equivalent (required)
• 5+ years of experience in medical scheduling, patient access, or healthcare call center environments; large academic health center experience strongly preferred
• Strong verbal and written communication skills, with the ability to clearly explain next steps to patients
• Excellent multitasking and time management skills in a fast-paced environment
• Strong attention to detail and ability to accurately document information in electronic systems
• Experience working within electronic health record (EHR) platforms (Athena experience preferred)
• Comfort navigating multiple systems simultaneously while speaking with patients
• Curiosity and comfort navigating ambiguity
• Strong problem-solving skills with the ability to remain calm under pressure
• A patient-first mindset with a commitment to compassionate, high-quality service

Nice to Have

• Previous experience in patient access, care coordination, referral management, or healthcare scheduling
• Experience supporting telehealth or multi-state care models
• Bilingual language skills

Performance Expectations

• Manage a high volume of daily patient interactions across phone and EHR systems
• Complete patient outreach attempts within defined timeframes and documentation standards
• Maintain accurate scheduling and patient record documentation
• Deliver consistent, patient-centered service while balancing efficiency and quality

Benefits

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