Patient Experience Coordinator - Better-Health-Group

Our mission is Better Health. Our passion is helping others.

What’s Your Why?

• Are you looking for a career opportunity that will help you grow personally and professionally?

• Do you have a passion for helping others achieve Better Health?

• Are you ready to join a growing team that shares your mission?

Why Join Our Team: At Better Health Group, it’s our commitment, our passion, and our culture that sets us apart. Our Team Members make a difference each and every day! They support our providers and payors, ensuring they have the necessary tools and resources to always deliver best-in-class healthcare experiences for our patients. We don’t just talk the talk - we believe in it and live by it. Be part of a team that shares your passion and drive, and start living your purpose at Better Health Group.

The Opportunity:

The Patient Experience Manager will deliver solutions that drive a positive patient experience and maximize patient retention while ensuring VIPcare and SaludVIP's market standards and organizational mission are achieved. This position will provide exceptional customer service experience and actively listen to understand the customer’s reasons for leaving and retain them through a variety of defined playbook strategies. Your ability to win over people with your positive attitude and persuasion skills will remind patients why they originally joined the VIPcare/SaludVIP family.

Key Responsibilities:

• Establishes a positive rapport with potential new patients.  Needs to be friendly, approachable, and empathic, making patients feel comfortable and valued from the moment they make contact.  
• Through effective questioning and probing, representatives should identify the specific needs and goals of potential new patients. 
• Provide relevant information and educate potential new patients about VIPcare’s offerings.  Articulate the value propositions clearly, highlighting how the services can address patients’ concerns or improve their well-being.  
• Effectively guide prospective patients through the decision-making process and closing the sale is the ultimate goal.  
• Keep accurate records of interactions in the CRM system.  
• Make outbound calls, to patients who have indicated verbally or on a satisfaction survey, complaint, grievance, etc a challenge with their experience as well as patients who have recently disenrolled.
• Achieve and exceed individual monthly targets.
• Probe for the reasons why the customer is planning to switch services.
• Execute best retention practices using your persuasion skills.
• Conducts routine monitoring and analysis of patient experience outcomes.
• Analyzes patient satisfaction survey data. Collaborates with leadership, physicians, and teammates on a regular basis to ensure an optimal patient experience.
• Provides strong knowledge of best practice, service improvement, statistical analysis, and problem solving to improve the patient experience.
• Exhibits consistent behavior and communication skills that demonstrate VIPcare and SaludVIP's commitment to superior customer service, including quality, care and concern with every patient interaction.
• Supports leadership in planning, design and implementation of patient programs and activities such as point of service surveys, question testing and development, and New Patient Orientation.
• Designs and delivers communication plans including identification and definition of methods and channels to drive organizational communication and changes.
• Keeps abreast of industry trends, benchmarks and best practices in the areas of quality and patient experience.
• Designs and identifies key metrics for each function to determine overall effectiveness.
• Accountable for monitoring of patient satisfaction scores within clinics and provides insights in developing action plans to meet metrics.
• Develops implements and facilitates survey interpretation training for Teammates.

Requirements:

• Ability to work with many cross-functional teams
• Ability to work and communicate in a fast-paced environment
• Excellent verbal, written and interpersonal communication skills; planning and organizational skills
• Understanding and application of CMS compliance guidelines
• Customer Service/Inbound Sales Experience in Healthcare – 3-4 years
• Positive and Professional Demeanor
• Persuasion Skills
• Active Listening Skills
• Customer Focused
• Computer Skills understanding of cloud computing and telephone/ communications services
• Detailed Oriented
• Strong communication skills both verbal and written
• Solid experience in problem solving and resolution skills
• Strong analytical skills, able to multitask
• CRM experience preferred

 Compensation & Benefits:

We offer a compensation w/bonus and a comprehensive benefits package:

• Medical, dental, vision, disability, and life
• 401k, with employer match
• Paid time off
• Paid holidays