Front Office Supervisor (Patient Experience Specialist)

TITLE: Patient Experience Specialist

DEPARTMENT: Administration

REPORTS TO: CAO and Director of Operations

FLSA STATUS: Non-Exempt

Summary: The Patient Experience Specialist is responsible for managing various member education programs and initiatives geared specifically to improving the overall patient experience and the Company’s culture of service. The position will lead the continuous quality improvement efforts.

Essential Duties: Essential job duties for this position include the following items. Other duties must be performed as assigned or required.

• Develop and implement Patient Experience training programs and initiatives that support the mission.
• Prepare and coordinate training sessions that support clients in their quality improvement efforts.
• Undertake special projects to accelerate improvement in member satisfaction and patient experience.
• Proactively monitor online reviews and patient satisfaction surveys to identify trends, changes, and areas of opportunity.
• Responsible for customer service quality control.
• Regularly conduct client surveys, compile outcomes and make recommendations to the leadership team.
• Develop and hold client engagement events.
• Administer quality control of Meta Systems through regular audits.
• Actively participate in team meetings; lead team meetings when needed.
• Act as back-up for all administrative duties.
• Act as the “go-to” for problem solving and decision making for the front desk when a member of management’s presence is needed.
• Be the “Sunshine Ambassador” using creative ways to engage staff from team outings, team-building events, potlucks, anniversaries, birthday celebrations, to potlucks with senior management.
• Display active listening and superior customer service skills for both external & internal customers.
• Uphold, support, and promote all company policies and procedures.
• Other duties and projects may be assigned.

Supervisory Responsibilities: TBD

Qualifications: To perform this job successfully, the individual in this position must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skills and ability required.

Education/Experience:

• Equivalent of high school graduate level education; some college coursework preferred.
• 2 years’ previous work experience with Supervising staff and patient coordination, in a pediatric environment preferred.
• Passionate about being a part of a professional team that works to serve the needs of children and their families in our communities.
• Exceptional interpersonal and communication skills, both written and verbal.
• Electronic medical records system (EMR) experience preferred.
• Effective organizational skills and the ability to efficiently manage multiple projects simultaneously while coordinating people, systems, and timelines.
• Proven self-starter with strong critical thinking skills and an ability to meet timelines.
• Keen attention to detail
• Comfortable working in a busy, changing environment.
• Able to solve conflicts in a professional and tactful manner.
• Highly adaptable to changing priorities and work pressures.
• Strong time management skills.
• Caring, compassionate, and naturally empathetic disposition.
• Proven ability to be self-drive and motivated.
• Exceptional problem-solving and decision-making skills.
• Proven ability to work autonomously and as a team.
• High confidence and working knowledge in various software platforms including MS Office products and electronic health records.
• Maintains professional working relationships with all staff, clients, vendors, etc.
• Maintains confidentiality of all proprietary and/or confidential information.
• Understand and follow company policies including harassment and compliance procedures.
• Displays integrity and adheres to company policies and other appropriate compliance training.

Certificates, Licenses, Registrations:

• None

Job Type: Full-time

Pay: $22.00 - $26.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work setting:

• In-person

Experience:

• Medical office management: 2 years (Preferred)

Ability to Commute:

• Fresno, CA 93704 (Required)

Ability to Relocate:

• Fresno, CA 93704: Relocate before starting work (Required)

Work Location: In person