Patient Experience Specialist - NW Chicago Suburbs
About The Position
At Athletico, we believe in the power of support – because a little help can lead to extraordinary achievements. Physical therapy isn’t just about recovery; it’s about transformation. Our team thrives on providing life-changing care for our patients, and we know that achieving this begins with taking care of our own. Our mission is simple yet powerful: Extraordinary people improving lives. 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)
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
