Manager, Patient Outreach

Össur-posted 4 months ago
Full-time • Manager
Orlando, FL
1,001-5,000 employees
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ForMotion Clinics is seeking a highly motivated and experienced Manager of Patient Outreach to join our growing team. This is a critical new role that will be instrumental in driving patient engagement, retention, and growth for our organization. This individual will lead all proactive outreach efforts to both existing and new patients, oversee our business development initiatives, and ensure exceptional patient satisfaction.

  • Patient Re-engagement: Develop and implement strategies for proactive outreach to existing patients, encouraging them to return for follow-up appointments every six months.
  • New Patient Onboarding: Design and manage effective outreach programs to ensure new patients successfully onboard and integrate into ForMotion Clinics.
  • Patient Retention & Satisfaction: Oversee all aspects of patient retention and satisfaction, developing initiatives to enhance the overall patient experience and build long-term loyalty.
  • Business Development Team Leadership: Lead, manage, and mentor the business development team, which is responsible for outside sales, identifying new patient sources, and cultivating strong relationships with hospitals and surgeons to drive referrals to ForMotion Clinics.
  • Contact Center Scripting: Develop, test, and maintain effective call scripts and communication protocols for the patient outreach contact center, ensuring consistent messaging and optimal patient engagement.
  • Key Performance Indicator (KPI) Management: Establish, track, analyze, and communicate key performance indicators related to patient outreach, admissions, retention, and business development, using data to inform strategic decisions.
  • Strategic Planning: Contribute to the development and execution of strategic plans for patient growth and outreach, aligning with the overall goals of ForMotion Clinics.
  • Cross-functional Collaboration: Collaborate closely with clinical teams, marketing, and other departments to ensure a seamless and integrated patient journey.
  • Perform other duties as assigned.
  • Bachelor's degree in healthcare administration, business, marketing, or a related field.
  • Minimum of 10 years of progressive experience in healthcare operations, patient relations, sales, or business development, with at least 5 years in a leadership or management role.
  • Proven track record of success in patient acquisition, retention, and satisfaction within a healthcare setting.
  • Demonstrated ability to lead and motivate a high-performing team.
  • Strong understanding of sales principles and experience managing an outside sales or business development team.
  • Experience in developing, implementing, and optimizing contact center scripts and communication strategies.
  • Excellent communication, interpersonal, and presentation skills.
  • Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
  • Intermediate skill in MS Office (Word, Excel, PowerPoint, Outlook, Visio) and CRM type systems.
  • Master's degree preferred.
  • One to three years of healthcare experience preferred
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