Patient Experience Coordinator

Typical work hours:  Monday through Friday

                                        8AM-5PM

Principal Roles and Responsibilities

• Act as a point of contact for patients, addressing their concerns and providing necessary assistance.

• Handle patient complaints or escalations, ensuring prompt resolution and taking necessary steps to prevent reoccurrence.

• Document patient complaints accurately and thoroughly in our complaint management system

• Investigate the root cause of patient complaints and determine appropriate resolutions

• Follow up with patients to ensure their complaints have been addressed to their satisfaction

• Provide regular reports to management regarding patient complaints and resolutions

• Conduct patient satisfaction surveys to gather feedback and identify areas for improvement

• Provide ongoing patient education and resources to enhance their experience and understanding of our services

• Develop and implement patient support programs to enhance their overall experience

• Collaborate with internal teams to coordinate and facilitate the timely delivery of medications to patients

• Identify opportunities for process improvements or patient service enhancements, providing valuable insights and recommendations to management

• Collaborate with internal departments to resolve patient complaints

• Conduct internal customer service audits on all patient points of communication

• Train and education team members on customer service initiatives

• Provide initial and ongoing customer service training for the technicians

• Performs other duties as assigned by the Director of Operations or higher

Qualifications:

Education: High School diploma, preferably two years of college or equivalent work experience in a business procurement position

Experience/Knowledge:

• Personable, attentive, and organized

• Strong interpersonal communication skills

• Familiar with the software used to connect with patients and gather their information

• Excellent phone and customer relation skills

• Typing and advanced computer skills

We believe that offering a robust line of benefits supports our employee’s desire to have a more fulfilling career with WB.  Our benefits ensure your ability to continuously grow, stay healthy, and keep a balance between work and home.

• Competitive Wages

• Health - HDHP and PPO Plans

• Telemedicine (Teledoc) -- $0 for Virtual Medical Visit, $20 for Virtual Dermatology Visit, and $35 for Virtual Mental Health Visit

• Dental

• Vision

• Infertility Treatment - Combined family maximum of $10,000 per lifetime

• Health Savings Account w/ Company Contribution - $500 Annually for Employee Only and $1,000 Annually for all other tiers (with the HDHP Plan only)

• Aflac Supplemental Plans

• Paid Time-Off (PTO)(2 weeks of PTO per year at 40 hours working per week) - Accrues from Day 1 of employment 

• Paid Time-Off (PTO) - New Full-Time Employees will receive 40 hours after 90 days of employment

• Annual Wellness Screening and Incentive

• 401k with Company Match - WB will match 100% for the first 3% and 50% for the next 2% that an employee contributes after 1 year of service and working a minimum of 1000 hours in a calendar year

• Employer Provided Life Insurance - $10,000 Benefit

• Christmas Club

• Employee Referral Bonus Program - $1,000 after 90 days of employment

• Annual Fitness Reimbursement Program - Up to $100 annually

• 6 Paid Holidays

• 1 Floating Holiday - after 90 days of employment

• Employee Discount - 30% Discount on Over the Counter Products

Salary : $100 - $1,000