What are the responsibilities and job description for the Patient Experience Manager position at The Good Shepherd Community Clinic, Inc.?
Benefits:
- Health insurance
- Paid time off
- Training & development
- Vision insurance
- Wellness resources
Position Title: Patient Experience Manager
Location: Good Shepherd Community Clinic, Inc.
Reports to: Chief Operating Officer (COO)
Mission: The GSCC exists so that the working poor and others who lack healthcare access receive quality care and improved health outcomes.
Vision: Empowering Well-Being
Core Values: Love, Respect, Fight, Resilience and Flexibility
Position Overview
The Patient Experience Manager at Good Shepherd Community Clinic is responsible for overseeing and enhancing the overall patient experience, ensuring patients receive high-quality, compassionate, and efficient care. This role involves managing patient interactions, optimizing service delivery, addressing concerns, and implementing strategies to improve patient satisfaction. Additionally, the Patient Experience Manager will oversee scheduling, provider appointment management, and performance metrics for the Patient Experience (PX) Team, as well as lead the collections process, insurance verification, and patient paperwork accuracy. This position collaborates with clinic staff, leadership, and external partners to foster a positive clinic environment aligned with GSCC’s mission and values.
Key Responsibilities
Enhance Patient Experience
- Develop, implement, and monitor strategies to improve patient satisfaction and ensure a positive experience.
- Work with clinic team members to maintain and enhance patient communication, ensuring clear, empathetic, and timely interactions.
- Address patient complaints, concerns, and feedback promptly to maintain a positive relationship with the clinic.
- Collaborate with the Quality Department to develop patient-focused programs and initiatives that improve service delivery.
Scheduling and Provider Management
- Oversee and manage the scheduling process to ensure provider schedules are consistently full and optimized.
- Collaborate with the RN Director to adjust schedules based on patient needs, provider availability, and clinic priorities.
- Implement scheduling strategies to minimize gaps, cancellations, and no-shows.
- Develop Key Performance Indicators (KPIs) to track and assess the performance of scheduling, aiming for full schedules and efficient patient flow.
Patient Experience Team Performance and Scorecards
- Develop and implement scorecards for each PX team member to monitor performance, set goals, and track progress.
- Use KPIs to evaluate individual and team performance, focusing on patient satisfaction, service efficiency, and provider scheduling.
- Provide regular feedback, coaching, and training to PX team members to ensure performance standards are met.
- Review performance data with the team to identify areas for improvement and implement action plans.
Patient Feedback Management
- Collaborate with the Quality Department to create and implement systems for collecting patient feedback (e.g., surveys, focus groups, comment cards).
- Regularly analyze patient feedback to identify trends, areas for improvement, and opportunities to enhance patient care.
- Develop action plans based on patient feedback to improve services and patient satisfaction.
Collections, Insurance Verification, and Patient Paperwork
- Oversee the collections process, ensuring outstanding patient balances are managed appropriately and timely.
- Ensure accurate insurance verification for all patients before their visits, addressing discrepancies or issues beforehand.
- Monitor and ensure that patient paperwork (e.g., consent forms, financial responsibility forms, intake forms) is completed accurately and efficiently.
- Work with the Billing Team to resolve issues with insurance claims, coding, or collections.
- Collaborate with the Billing Department to implement best practices to enhance the billing and collections process while reducing administrative errors.
Staff Training and Development
- Conduct training sessions for PX team members on best practices in patient communication, scheduling, and customer service.
- Foster a patient-centered care culture by providing continuous coaching and support.
- Monitor adherence to patient experience standards and provide corrective action or additional training as needed.
Process Improvement and Efficiency
- Identify areas in patient flow processes that could be streamlined to reduce wait times, enhance access to care, and improve satisfaction.
- Work with various departments to implement process improvements that enhance patient flow and reduce inefficiencies.
- Ensure patient check-in, appointment scheduling, and follow-up procedures are efficient and effective.
Collaboration with Directors and Leadership
- Align patient experience initiatives with organizational goals and objectives through collaboration with health center directors and leadership.
- Participate in leadership meetings to discuss patient experience trends, key performance indicators, and action plans.
Reporting and Analysis
- Develop and present reports on patient experience metrics, including satisfaction scores, patient complaints, feedback trends, scheduling KPIs, and collections data.
- Monitor performance metrics related to patient care and engagement, reporting on areas of improvement.
- Utilize data-driven insights to recommend and drive continuous improvements in patient experience, scheduling efficiency, and financial processes.
Community Outreach and Engagement
- Engage with patients and community members through outreach initiatives, events, and informational sessions to gather input on patient experience.
- Represent GSCC at community events to build positive relationships and promote the clinic’s mission and services.
Qualifications
Education
- Preferred: Bachelor’s degree in Healthcare Administration, Nursing, Business Administration, or a related field (Master’s degree is a plus).
Experience
- Minimum of 3-5 years of experience in a healthcare environment, preferably with a focus on patient experience, scheduling, and customer service.
- Previous experience in a leadership or management role is preferred.
Skills and Competencies
- Strong interpersonal and communication skills, with the ability to interact effectively with patients, staff, and external partners.
- Excellent problem-solving and conflict resolution skills.
- Proven ability to analyze data and KPIs to drive improvements, particularly in scheduling and financial operations.
- Strong project management and organizational skills, with attention to detail and the ability to manage multiple priorities.
- Compassionate, patient-centered approach to healthcare with a focus on customer service excellence.
- Knowledge of healthcare quality improvement principles and scheduling best practices.
- Experience developing and managing scorecards to track and improve team performance.
Certifications
- Preferred: Certification in Patient Experience (CPXP) is a plus but not required.
Work Environment
This position operates in a fast-paced healthcare environment, requiring adaptability and a proactive approach to problem-solving. Occasional evening or weekend work may be required during critical project phases or organizational events.
