Patient Experience Coordinator (Remote)

**About Kenny \& Associates PT** Kenny \& Associates Physical Therapy is a PT\-owned outpatient clinic with **20 years of roots in the Triangle community**. Our philosophy is simple: **People, Not Protocols. PT as it Should Be**. Every patient works one\-on\-one with a Doctor of Physical Therapy across our geriatric, orthopedic, sports medicine, and neurological specialties—no double\-booking, no cookie\-cutter treatment plans. We recently opened our second clinic in Durham, NC (January 2026\) to complement our established Chapel Hill location, and we’re building a team that reflects the same values we’ve practiced for two decades: clinical excellence, genuine human connection, and a workplace designed around **Do What You Love**. Before a patient ever meets one of our Doctors of Physical Therapy, they talk to you. You answer the call, follow up on the lead, and make sure the person on the other end of the line feels like they’ve already found the right place. That’s not a small thing—it’s the entire first impression of Kenny \& Associates PT. This is a remote\-first role (Triangle, NC preferred so you can come in occasionally), built to serve both our Chapel Hill and Durham clinics. Your in\-clinic teammates handle the face\-to\-face—checking patients in, building relationships at the front desk. Your job is everything before and between: the phone call that becomes a scheduled appointment, the voicemail that becomes a reactivated patient, the fax that gets signed before someone’s care plan stalls. We’re also actively building the infrastructure around this role—implementing an AI voice agent to handle routine call volume and a CRM platform (Second Door) for patient engagement and marketing communications. You won’t just work alongside these tools; you’ll help us calibrate how they represent our clinic. If you’re someone who sees technology as a way to serve people better—*not replace the human connection*—this is your kind of role. **What Your Days Look Like** * **Lead \& referral management:** Own the full referral and new patient lead pipeline in Second Door—respond promptly, follow up on lost leads, and run proactive reactivation outreach to patients who have dropped off care * **Phone \& communication hub:** Serve as the primary voice on incoming calls across both clinic locations; handle new patient inquiries, appointment questions, and general clinic communications with warmth, clarity, and professionalism * **Proactive scheduling:** Manage and optimize the schedule in Prompt EMR—fill gaps, coordinate waitlist movement, confirm appointments, and flag scheduling risks to the clinical team before they become problems * **Plan of Care compliance:** Track and manage provider faxing, signature collection, and plan of care renewals in Prompt EMR—keeping care documentation current so patients stay on track and the clinic stays compliant * **Patient records \& chart prep:** Maintain accurate patient records, upload scanned documents, and co