What are the responsibilities and job description for the Patient Relations Program Manager position at LifeMD?
About us :
LifeMD is an emerging leader in technology driven healthcare. We’re applying our direct-to-consumer marketing expertise to make access to quality care and medication convenient, cost-effective, and simple. Our brands are intensely focused on our patients, constantly striving to deliver a better end-to-end healthcare experience through technology. Our mission is to improve the health and happiness of our patients through telehealth.
About the role :
Come join one of the fastest growing telemedicine companies in the country. We are looking for a self-starter who enjoys working independently and is excellent at meeting deadlines. This person will have strong people skills and a leadership background. We need someone who presents well and has the ability and desire to build reports around business trends and produce real results to be reported on and analyzed.
Responsibilities :
- Daily oversight of all online relationship activities
- Review and respond to customer complaints, including monitoring and managing interactions across various digital platforms, such as social media, email, company websites, and online communities
- Track customer engagement
- Respond to inquiries and comments addressing online reviews and feedback, and ensure positive and consistent brand experience across all online channels
- Analyze online data and metrics to measure the effectiveness of online relationship-building strategies and identifying areas for improvement
- Escalate patient / customer issues to senior leadership
- Inform senior leadership of significant escalations that threaten the brand by documenting the issue and the steps taken
- Provide clear and concise information about issue, patient details and urgency of the matter
- Respond and resolve BBB complaints in a timely manner
- Align with quality, compliance and research teams when using provided resources like the BBB Response Portal, Intake Form and Research Form, as well as LifeMD Patient Portal, LifeMD Weight Management, and FedEx Tracking to assist in resolving complaints
- Track and document online reviews
- Record customer interactions in internal system for cross-functional awareness and relationship development
Requirements
Basic Qualifications :
Preferred Qualifications :
Benefits
LIFEMD is an Equal Opportunity Employer.
We EVerify.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned, at any time with or without notice.
Salary : $55,000 - $65,000
