Patient Experience Manager

Lmmc•Bettendorf, IA

10h

About The Position

SUMMARY: A Patient Experience Manager leads the patient throughout their healthcare journey with Limitless Male. The Patient Experience Manager not only perpetuates the customer service experience through individual engagement, but also assists patients through the onboarding and offboarding of treatment, product knowledge, education, and treatment protocols, as well as assisting in the delivery of any ancillary products as recommended by the Provider.

Requirements

Computer skills and proficient in: CRM; Microsoft Office Suite; Electronic Medical Record System, Use of iPad, SMS System, LMS System
Exceptional customer service and communication skills with strong situational problem-solving skills
Basic knowledge of insurance plans to include deductibles and max out of pocket limits
Extensive knowledge of Limitless Male products and services including but not limited to TRT Therapy, Peptide Therapy, Erectile Dysfunction, and Sexual Performance
Detail oriented
Works well in a fast paced always changing environment
Able to multi-task between patients

Responsibilities

Assist the patient through the onboarding and offboarding process through education, knowledge, and protocols by outlining the treatment options, timelines, and next steps
Work with the billing team to ensure insurance qualification processes are followed such as proper scheduling timelines, retrieving required patient records, or needed authorization
Manage the patient's information including payment plans and consent forms, subscription set up and invoicing, profile updates as needed, and cancellation workflows when applicable
Facilitate the management of the sales within the clinic by ensuring that all sales are invoiced and that all scripts are completed by the medical provider
Display a vast knowledge of Testosterone Replacement Therapy, Peptide Therapy, Erectile Dysfunction, and Sexual Performance with confidence to speak to patients about all
Provide ongoing care by following up to ensure medications are ordered correctly and received, that patients are coming regularly to their appointments, and addressing their concerns as needed for increased patient satisfaction
Assist as needed in daily clinic flow by rooming patients and helping as available to be mindful of the patients' time and to provide a better overall experience
Maintain live and accurate patient subscriptions
Monitor and sustain active patient engagement
Ensure that unpaid invoices are paid and/or reconciled
Oversee the profit and financial health of the clinic
Monitor TRT (Testosterone Replacement Therapy) cancellations and new patient conversion rate
Maintain accurate and timely documentation of services rendered
Attend Patient Experience Team meetings to discuss current workflows and suggest innovative ways to improve and execute current programs
Communication skills between the Provider Staff, Clinical Staff, and Patient Experience team are critical to the success of the role
Trained to perform pulse procedures (Applicable only to trained Patient Experience Managers)
Performs other duties as assigned