Patient Experience and Retention Specialist

Patient Experience & Retention Specialist

We're unique. You should be, too. We're changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We're different than most primary care providers. We're rapidly expanding and we need great people to join our team.

The Patient Experience & Retention Specialist supports the delivery of VIP-level patient experiences while contributing to retention initiatives across ChenMed medical centers. This role focuses on executing patient experience programs, analyzing basic metrics, and supporting cross-functional teams to enhance patient satisfaction and loyalty. The Specialist is an independent contributor that works under the guidance of leadership to help implement evidence-based practices that improve patient touchpoints and contribute to top decile performance outcomes.

Essential Job Duties / Responsibilities :

• Leads in the implementation of patient experience initiatives across the enterprise, which includes the creation of program documentation, creation and delivery of training, outcome reporting and leadership presentations
• Oversees day-to-day execution of patient experience programs and retention strategies
• Designs standards and improvement plans for patient experience activities across a matrixed environment
• Analyzes and creates comprehensive reports on patient satisfaction scores, NPS, and retention rates with recommendations for improvement
• Identifies and prioritizes trends and patterns in patient feedback and experience data and presents findings to leadership
• Develops actionable insights from patient experience and retention data
• Monitors and evaluates pre- and post-implementation outcomes of experience and retention initiatives
• Initiates process improvement initiatives to enhance patient touchpoints
• Manages multiple patient experiences and retention programs simultaneously within established timelines and provides timely updates on deliverables and risks to all stakeholders
• Implements evidence-based practices to optimize patient experience processes
• Assists in benchmarking activities against industry standards
• Works closely with medical center staff to understand patient experience challenges and to provide recommendations for improvement
• Partners with appropriate teams to create patient outreach resources and collateral

Knowledge, Skills and Abilities :

Education and Experience Criteria :

We're ChenMed and we're transforming healthcare for seniors and changing America's healthcare for the better. Family-owned and physician-led, our unique approach allows us to improve the health and well-being of the populations we serve. We're growing rapidly as we seek to rescue more and more seniors from inadequate health care.

ChenMed is changing lives for the people we serve and the people we hire. With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow. Join our team who make a difference in people's lives every single day.