What are the responsibilities and job description for the Patient Experience Coordinator position at Williams Bros Health Care Pharmacy?
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
Education
Required- High School or better
Licenses & Certifications
Preferred- State Cert. Rx Tech
Skills
Preferred- Customer Service
- Problem-solving skills
- Attention to Detail
Behaviors
Preferred- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
- Team Player: Works well as a member of a group
Salary : $100 - $1,000
