Patient Experience Manager

Job Description

Job Description

Description : About Us :

About Us :

At Quest Health Solutions, we are dedicated to providing exceptional customer service and ensuring a positive patient experience.

Our mission is centered on delivering the highest standard of care and comfort to our patients, emphasizing patient retention as a critical measure of success.

Job Description :

We are seeking a passionate Patient Experience Manager to lead our team of Patient Experience Specialists. In this role, you will lead efforts to cultivate a patient-first mindset among our staff while driving initiatives focused on enhancing patient retention.

You will play a key role in developing, coaching, and managing a team of talented agents to exceed client and company objectives.

Our agents are entrusted with delivering empathetic, responsive, and exceptional service in every patient interaction. Your primary responsibility will be to foster positive patient relationships, effectively address inquiries and concerns, and ensure every patient interaction leaves a lasting, positive impression.

Key Responsibilities :

• Champion our organization’s commitment to excellence in patient experience, with a strong focus on patient retention strategies.
• Recruit, train, and supervise a team of DME (Durable Medical Equipment) staff, providing ongoing coaching and development to ensure a high-performance team.
• Develop and execute strategic plans to achieve business goals and objectives, with a particular emphasis on retaining our patient base.
• Monitor call center performance against key performance indicators (KPIs); proactively develop and implement action plans to enhance service delivery and patient satisfaction.
• Stay informed about industry trends and changes in the DME market; leverage insights to recommend business growth strategies and innovative approaches to patient retention.
• Supervise staff in accordance with organizational leadership practices; oversee effective staff peer reviews to maintain high standards of service excellence.
• Attend and contribute to senior leadership and team meetings; facilitate regular Customer Service / Patient Experience team meetings to foster a collaborative and proactive approach.

Requirements :

• Preferred : Associate degree or bachelor’s degree in social work, communications, or a related field.
• Three years of previous work experience in a DME or healthcare setting is required.
• In-depth knowledge of procedures for maintaining security, confidentiality, and integrity of medical information.
• Exceptional interpersonal communication skills; ability to navigate challenging situations with empathy, diplomacy, and tact.
• Proficiency in analyzing and interpreting data; basic computer operations skills.
• Ability to interact effectively with diverse customers, including patients, family members, physicians, and hospital staff.
• Proven ability to coach and develop individuals and teams effectively.
• Strong problem-solving skills, conflict resolution abilities, and service recovery expertise.
• Ability to manage multiple priorities, adapt to evolving demands, and consistently meet deadlines.
• Familiarity with customer relationship management (CRM) software and electronic health records (EHR) systems is advantageous.

If you are passionate about enhancing patient experiences and have a strong commitment to patient care, we invite you to join our team at Quest Health Solutions.

Apply today and contribute to an organization dedicated to delivering exceptional care and fostering enduring patient relationships.

Quest Health Solutions is an equal opportunity employer committed to fostering diversity and creating an inclusive environment for all employees.