Patient Experience & Office Manager

Hyperbaric Medical Solutions•Town of Oyster Bay, NY

3d•Hybrid

About The Position

HMS is seeking a Patient Experience & Office Manager based at its Woodbury, NY location. Patients come to HMS daily, often for weeks at a time, and build very strong relationships with our team. Some are here for a defined course of HBOT. Others are on a longer path — a metabolic health plan that evolves as they do, or a combination of therapies built around a comprehensive evaluation. That experience should be exciting, reinforcing, and rewarding, and it doesn't happen automatically — it is curated from the very first contact a patient, their caregiver, or their referring provider has. This role's focus is the patient experience across that entire journey — every service, from first inquiry through the end of a course of care, and including people who never receive care at all. HMS seeks to set the standard for how anyone should experience HBOT and the rest of what we offer, and this role is to set that standard, model it for others, and have it filter through every touch point. Alongside setting that standard, you will be a working member of the administrative team at Woodbury — on the floor, on the phones, and with patients every day. As HMS has grown, so has the number of ways the same thing gets done. Bringing consistency is an important aspect of fulfilling expectations — both internal and external. This position looks across our administrative and operational processes to understand how and why they work, finds where they fall short or diverge, and closes those gaps — establishing best-practice standards to be applied in every office. Good practice originates anywhere, and once it proves itself it should apply everywhere.

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, and welcoming, telephone presence — particularly with people who are anxious or unwell
Excellent written and verbal communication
Must be a self-starter with strong problem-solving skills
Demonstrated ability to improve a process, not just work within one — experience writing procedures, training materials, or patient-facing content is a plus
Organized and self-managing — able to balance responsive patient-facing work against project work that has no deadline but real consequences
Computer proficiency — ability to learn and work simultaneously on multiple systems with accuracy

Nice To Haves

Fluency in Spanish is a plus

Responsibilities

Serve as first point of contact for new inquiries whenever available, and define how every inquiry is received — response time, what we say, and how it feels on the other end of the phone.
Know the status of every inquiry and how it was handled, whether by you or by someone else, and ensure none goes quiet without contact or a documented outcome.
Guide prospective patients through consultation scheduling, insurance and self-pay pathways, and preparation for their first visit.
Close the loop with referring physicians before, during, and after a patient's course of care.
Stay current on active marketing and social campaigns, and on HBOT events and publicity — news, research, and coverage that patients may ask about. Keep the team updated on what is running and how to respond, working with clinical and marketing leadership to prepare those responses.
Supply our content and digital marketing team with what you hear every day: patient language, common questions, and the gaps between what people ask and what we've published.
Support physician engagement by following through with relationship building and outreach efforts.
Enhance and support patient feedback gathering — public reviews, direct testimonials, and satisfaction surveys that tell us where to improve.
Keep the office stocked, working, and welcoming — supplies, equipment, and non-clinical vendors, and reception and waiting areas ready for patients — following facilities issues through to resolution.
Close out the day: payments reconciled, records complete, and anything unresolved clearly handed off as necessary.
Ensure HIPAA compliance is maintained across patient records, documents, and internal communication.
Identify where administrative and operational processes are inconsistent or missing, and draft the procedures, scripts, forms, and patient-facing materials that close those gaps — one version, one standard, everywhere.
Drive initiatives through to implementation — whether originated from leadership or from the team's day-to-day observations and experiences. Turn ideas into practice to create improved experiences.
Deliver administrative onboarding and refresh training as processes change.
Create a high-quality experience in every interaction — answering calls, responding to email and chat, greeting patients, managing appointment schedules, and collecting payments.
Set the tone that makes the therapy understandable and the practice worth choosing, and hold that standard for everyone who works with them.
Partner with the teams at our other offices to establish and maintain a consistent patient experience across every location.
Own the patient relationship end to end — from first inquiry through onboarding and the course of treatment to graduation at the end of a plan — staying close enough to know how a course of care is actually going, and acting on what you notice before it becomes a reason someone stops coming.
Be the point person for everything non-clinical, and the bridge to clinical when a question needs a clinician. Patients should always know who to ask.
Maintain continuous communication with clinical staff on patient compliance and anything affecting a patient's course of care.