Patient Experience Specialist

Athletico Physical Therapy • Gulfport, MS

2d

About The Position

Greater Purpose and Core Values:Athletico’s Greater Purpose is to empower people, inspire hope and transform lives. We accomplish this by providing exceptional, progressive, and cost-effective fitness, performance and rehabilitative services through personalized care that emphasizes education and prevention of future injury. This is accomplished through building on our Core Values of one team, understanding our business, recognition, people-focused, accountability, continuous innovation and trust and integrity, which are the foundation for our unique culture.Position Summary: Reporting to the Patient Experience Manager, the Patient Experience Specialist is responsible for the end-to-end patient experience during clinic visits and other interactions, serving as a patient experience domain expert.

Requirements

• High School Diploma
• 2 years of experience as Athletico Patient Experience Coordinator
• Excellent problem-solving skills
• Proficient with the use of MS Office and Outlook
• Ability to read, write and speak English proficiently

Responsibilities

• Drive consistent, seamless patient journey experience
• Observe the patient experience in clinic setting, and communicate patient experience and front-office operational successes, pain points and opportunities back to Operational Excellence team
• Oversee day-to-day Standard Operating Procedure (SOP) adherence in accordance with OE guidelines for front office and customer service activities in the field
• Coach and mentor Patient Experience Coordinators to provide best in class customer service to patients and help create targeted development plans as needed
• Support development and execution of patient experience and design improvement plans based on patient feedback surveys
• Provide insight and feedback for the Patient Experience Coordinator recruiting, hiring and training in partnership with HR business partners and Clinic Managers
• Manage scheduling for assigned Patient Experience Coordinators and establish best practice for PEC coverage for time off, and provide PEC coverage if needed
• Ensure that PECs thoroughly understand Billing Center (BC) and time of service collections procedures and coordinate coaching and communications as indicated
• Support development and maintenance of the patient complaint resolution process

Benefits

• Medical & Rx, Dental and Vision (eligibility begins day one of employment)
• NEW FOR 2025 – KinderCare Discount
• NEW FOR 2025 – Headspace for Friends/Family
• HSA, Healthcare FSA, Dependent Care FSA
• Progyny Fertility Benefit
• Critical Illness, Accident, & Hospital Indemnity Insurance
• Company Paid Basic Life / AD&D
• Supplemental Life Insurance (Employee, Spouse, Child)
• Company Paid Short-Term & Long-Term Disability
• Company Paid Maternity & Parental Leave
• Adoption & Surrogacy Expense Reimbursement
• Legal & Credit Monitoring
• 17 days PTO (accruing starts immediately upon hire)
• 6 Major Holidays off plus 2 floating holidays yearly
• Bereavement Time Off & Resources
• Commuter: Pre-Tax Transit & Parking
• Retirement 401(k) (for 21+) w/ Per-Pay Company Match
• SoFi Financial Wellness Tools & Loan Resources
• HUSK Fitness Resources & Gym Discounts
• Home, Auto, and Pet Insurance
• Employee Assistance Program (EAP)
• Employee Discount Program
• Plus more! Learn more by checking out Athletico's Benefits Summary 2025 and ID&E Benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees