Mammography Operations & Patient Experience Coordinator

Description

The Mammography Operations & Patient Experience Coordinator is a specialized leadership role responsible for managing PenRad mammography tracking systems, ensuring accuracy in patient follow-up workflows, and overseeing patient experience initiatives. This position serves as the operational expert in mammography tracking and acts as the central point of coordination for patient communication, complaint resolution, and reputation management. This role directly supports clinical quality, operational integrity, and the organization’s public image.

SUPERVISION RECEIVED:

Reports to the Director of Imaging Services

SUPERVISION EXERCISED:

Employees as assigned

ESSENTIAL FUNCTIONS:

PenRad Mammography Tracking Oversight

• Manage and maintain the PenRad tracking system for all mammography patients
• Monitor patient follow-up workflows to ensure timely care coordination
• Verify tracking accuracy and resolve workflow discrepancies
• Collaborate with clinical teams to maintain continuity of care

Patient Complaint Resolution

• Serve as primary contact for patient concerns and escalations
• Investigate complaints and coordinate timely resolution
• Document and track trends to improve service delivery
• Communicate outcomes to leadership when appropriate

Reputation & Review Management

• Monitor and respond to online patient feedback and Google reviews
• Support strategies to improve patient satisfaction metrics
• Collaborate with leadership on patient experience initiatives

Quality & Process Improvement

• Identify workflow gaps and recommend operational improvements
• Develop procedures that enhance patient communication and tracking accuracy
• Support compliance with organizational and regulatory standards

Cross-Department Collaboration

• Act as liaison between administrative staff, technologists, and providers
• Support consistent communication across imaging services
• Assist leadership with operational reporting and metrics

Requirements

EDUCATION:

• Bachelor’s degree in Health/Business Administration preferred
• In exchange for bachelor’s degree, 5 years of medical office management experience will be considered. 

EXPERIENCE:

• Advanced experience with PenRad or mammography tracking systems
• Strong problem-solving and analytical skills
• Experience in patient relations or healthcare operations
• Excellent written and verbal communication skills
• Ability to manage sensitive situations with professionalism

KNOWKLEDGE AND SKILLS REQUIREMENTS:

• Workflow and systems expertise
• Patient advocacy and conflict resolution
• Quality improvement mindset
• Professional judgment and discretion
• Organizational lead

ENVIRONMENTAL/WORKING CONDITIONS:

• Primarily administrative and compliance-focused role with clinical responsibilities as needed
• Position does not include direct management or supervision of staff working with imaging leadership and clinical teams to maintain high standards of patient care, safety and regulatory compliance.
• Exposure to radiation and possible communicable disease

PHYSICAL/METNAL DEMANDS:

• Requires full body motion.
• Must be able to lift/carry/move items weighing up to 50 pounds
• Requires positioning patients as needed or to satisfy MQSA requirements