Patient Experience Specialist

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. Essential Duties and Responsibilities The below is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organization and the overall business objectives of the organization. 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 #J-18808-Ljbffr