Patient Experience Specialist

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.

Responsibilities

• Establish a positive rapport with potential new patients to guide them through the decision-making process and establish them as new patients
• Identify specific needs and goals of potential new patients through effective questioning and probing
• 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
• Keep accurate records of interactions in the CRM system
• Make outbound calls, to patients who have indicated verbally or on a satisfaction survey, a complaint, grievance, or a challenge with their experience, etc. as well as patients who have recently disenrolled
• Achieve and exceed individual monthly targets
• Probe for the reasons why the patient is planning to switch services
• Execute best retention practices using persuasion skills
• Conduct routine monitoring and analysis of patient experience outcomes
• Analyze patient satisfaction survey data
• Collaborate with leadership, physicians, and teammates regularly to ensure an optimal patient experience
• Provide strong knowledge of best practice, service improvement, statistical analysis, and problem-solving to improve the patient experience
• Additional duties as assigned
• Needs to be friendly, approachable, and empathic, making patients feel comfortable and valued from the moment they make contact
  
  
  

Position Requirements/ Skills

• Highschool degree or equivalent required
• Bachelor’s degree preferred
• CRM experience preferred
  
  
  

Physical Requirements

• Physical ability to sit, stand, and move freely about the office
• Must be able to remain in a stationary position up to or exceeding 50%
• Ability to stand, walk, and sit for long periods of time; ability to climb stairs
• Ability to bend, stoop, kneel, squat, twist, reach, and pull
• Constantly operates a computer and other office productivity machinery, such as copy machine, and computer printer
• Ability to sit for extended periods of time
• Ability to operate a motor vehicle
  
  
  

Key Attributes/ Skills

• Has a contagious and positive work ethic, inspires others, and models the behaviors of core values and guiding principles
• An effective team player who contributes valuable ideas and feedback and can be counted on to meet commitments
• Is able to work within our Better Health environment by facing tasks and challenges with energy and passion
• Pursues activities with focus and drive, defines work in terms of success, and can be counted on to complete goals
• Demonstrated ability to handle data with confidentiality
• Ability to work cross-functionally with multiple teams; ability to work independently with minimal supervision
• Excellent organizational, time-management, and multi-tasking skills with strong attention to detail
• Excellent written and verbal communication skills; must be comfortable communicating with external/internal stakeholders, providers, and health plans
• Strong interpersonal and presentation skills
• Strong critical thinking and problem-solving skills
• Must be results-oriented with a focus on quality execution and delivery
• Appreciation of cultural diversity and sensitivity toward target patient populations
  
  
  

Local candidate highly preferred. Hybrid work schedule (In office/Remote). If remote, travel will be required, specifically to Tampa, FL.

USD $23.00 - USD $25.00 /Hr.