Patient Experience & Office Manager

Hyperbaric Medical Solutions•Woodbury, NY

1d•Hybrid

About The Position

Hyperbaric Medical Solutions (HMS) is seeking a Patient Experience & Office Manager for its Woodbury, NY location. This role is crucial in curating a positive and consistent patient experience across all touchpoints, from initial inquiry to the completion of care. The position involves being a hands-on member of the administrative team, managing daily operations, and establishing best-practice standards for administrative and operational processes across all HMS offices. The goal is to ensure every patient interaction is exceptional, reinforcing the value of HMS's therapies and services.

Requirements

Four or more years in healthcare, hospitality, or another premium-service environment.
Experience running or supporting the daily operations of a clinical or professional office.
Excellent, welcoming telephone presence, particularly with anxious or unwell individuals.
Excellent written and verbal communication skills.
Must be a self-starter with strong problem-solving skills.
Demonstrated ability to improve a process, not just work within one.
Organized and self-managing, able to balance responsive patient-facing work with project work.
Computer proficiency, with the ability to learn and work simultaneously on multiple systems with accuracy.

Nice To Haves

Experience writing procedures, training materials, or patient-facing content is a plus.
Fluency in Spanish is a plus.

Responsibilities

Create a high-quality patient experience in every interaction, including answering calls, responding to emails and chat, greeting patients, managing schedules, and collecting payments.
Serve as the first point of contact for new patient inquiries, defining and managing the inquiry process from response time to outcome.
Guide prospective patients through consultation scheduling, insurance and self-pay pathways, and preparation for their first visit.
Maintain continuous communication with clinical staff on patient compliance and factors affecting a patient's course of care.
Partner with other office teams to establish and maintain a consistent patient experience across all locations.
Own the patient relationship end-to-end, from first inquiry through treatment completion, and act on observations to ensure patient retention.
Be the point person for all non-clinical matters and act as a liaison to clinical staff when necessary.
Stay current on marketing campaigns, HBOT events, and publicity, and prepare the team to respond to patient inquiries.
Supply content and digital marketing teams with patient language, common questions, and feedback.
Support physician engagement through relationship building and outreach efforts.
Enhance and support patient feedback gathering through reviews, testimonials, and satisfaction surveys.
Manage office inventory, equipment, and non-clinical vendors, ensuring reception and waiting areas are welcoming.
Reconcile daily payments, complete records, and ensure clear handoffs for unresolved issues.
Ensure HIPAA compliance across patient records, documents, and internal communication.
Identify and address inconsistencies or gaps in administrative and operational processes by drafting procedures, scripts, forms, and patient-facing materials.
Drive initiatives from leadership or the team to implementation, turning ideas into improved practices.
Deliver administrative onboarding and refresher training as processes evolve.
Close the loop with referring physicians before, during, and after a patient's course of care.