Patient Experience Manager

Millennium Physician Group

Full Time (Monday-Friday 8AM-5PM)

Remote

Job Summary

The Patient Experience Manager is responsible for managing the implementation of a patient experience strategy that supports the organization's mission, values, and goals. This role oversees initiatives and projects to nurture and support a patient-centric culture across clinical, support, and administrative functions. The Patient Experience Manager collects, measures, and analyzes patient, family, and staff sentiment data and feedback to identify areas for improvement.

Essential Duties and Responsibilities

• Design, implement, and manage patient surveys to gather feedback on various aspects of the patient experience.
• Ensure surveys are distributed effectively and responses are collected and analyzed in a timely manner.
• Use survey data to generate actionable insights and reports for leadership and relevant departments. • Analyze Net Promoter Score (NPS) and Patient Satisfaction (PSAT) data to identify trends, gaps, and opportunities for improvement.
• Collaborate with cross-functional teams to develop and implement strategies to enhance patient satisfaction and loyalty.
• Monitor the impact of implemented strategies and adjust as necessary to achieve desired outcomes.
• Manage the organization's online reputation by monitoring and responding to patient reviews on platforms such as Google.
• Develop and execute strategies to encourage positive patient reviews and address negative feedback constructively.
• Track and report on reputation metrics to inform ongoing reputation management efforts.
• Develop and implement initiatives aimed at improving patient retention and driving organic growth.
• Collaborate with marketing and clinical teams to create programs that enhance patient engagement and loyalty.
• Measure the effectiveness of retention and growth initiatives and report on key performance indicators.
• Develop marketing and educational materials that support patient experience initiatives and promote a patient-centric culture.
• Ensure materials are aligned with the organization's branding and messaging guidelines.
• Work with internal and external stakeholders to distribute materials effectively.
• Demonstrate excellent guest service to internal team members and patients.
• Perform other related duties as assigned.

Qualifications

• Bachelor's degree in healthcare administration, marketing, business, or a related field.
• 5+ years of experience in a healthcare setting.
• Proven experience in patient experiences management, customer service, or a related role.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Proficiency in using survey tools and reputation management platforms.
• Knowledge of patient satisfaction metrics and methodologies.
• Ability to work independently in a fast-paced, cross-functional environment.

Benefits:

• 3 weeks PTO & 7 paid holidays
• Medical, Dental, Vision
• Employer Paid Basic Life & Short-Term Disability coverage (goes into effect after 1 year of full-time employment)
• 401(k) with match
• Employee Wellness
• Other Employee Discount programs like Tickets at Work and cell phone discounts
• Other benefits: Dependent Care FSA, Voluntary Life, Long Term Disability, Critical Illness, Pet Insurance, and more

See Full Job Description for more details

Why Millennium?

Millennium Physician Group is one of the largest comprehensive primary care practices with healthcare providers throughout Florida.

At Millennium Physician Group, you will find an organization that focuses on family and building a strong network of people to care for the communities we serve. We are always searching for employees who have a strong customer service attitude, fantastic teamwork skills and a willing smile ready to share.

Our promise is to provide you with the tools to do your job successfully, as well as providing a team atmosphere that empowers you to seek better ways to deliver care to our patients and their families. We also promise to care for you as an individual, and help you grow in your role with Millennium Physician Group.

If you are interested in joining an organization that puts an emphasis on teamwork and family, then Millennium Physician Group is the right choice.

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