Patient Experience Specialist

Hidden (55225) • Cincinnati, OH

2d

About The Position

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
• Ability to fulfill office activities including but not limited to remain stationary for extended periods of time (i.e. while working at a desk), stoop/kneel/crouch, travel around the office, communicate with others (verbal and written), and use fine motor skills including fine hand manipulation and keyboarding.
• Ability to see at close range, distance vision, peripheral vision, depth perception, and the ability to adjust focus

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)
• 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
• Long-Term Disability Buy-Up Option
• Company Paid Maternity & Parental Leave
• Adoption & Surrogacy Expense Reimbursement
• KinderCare Discount
• Legal & Credit Monitoring
• Student Loan Repayment Program (eligible clinicians only)
• 17 days PTO (accrual starts immediately upon hire)
• 6 Major Holidays off plus 2 floating holidays yearly
• 5 CEU PTO Days
• Physical Therapy/Occupational Therapy benefits as an employee
• Bereavement Time Off & Resources
• Commuter: Pre-Tax Transit & Parking
• Retirement 401(k) 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

What This Job Offers

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