Patient Experience / Customer Service Manager - Northwest Austin

GENERAL JOB DESCRIPTION:

To act as liaison and patient advocate, promoting goodwill to the patient population and assist in promotion and feedback to and from referral sources. Provide ongoing customer service training, quality assurance and risk management for the company.

ESSENTIAL FUNCTIONS:

• Promote a positive patient experience and assist with patient satisfaction.

• Provide on-the-spot assistance to resolve patient concerns and negotiate solutions to problems.

• Oversee practice's reputation management platform. Act as the practice representative responding to patient online reviews in a timely manner while maintaining HIPAA compliance.

• Receive, document and research incident reports and feedback from patient satisfaction surveys and complaints. Coordinate with others to work through feedback to ensure optimal outcomes.

• Compile and maintain the complaint log for tracking and resolution documentation. Provide monthly reports for management and physician meetings.

• Identify trends and advise providers and managers with recommendations for improvements.

• Act as a patient advocate to seek financial assistance, disability services, workers' compensation ombudsman and other social services opportunities.

• Lead practice's Customer Service program, which consists of continual training for customer service initiatives for employees for routine cadence and ad hoc needs.

• Leverage feedback and trends from patients to identify areas, and/or individuals, in need of enhanced customer service training.

• Conduct customer service training initiatives via email, employee onboarding, group meetings, and one-on one sessions.

• Perform quality assurance checks on employee's phone calls, in person patient interactions and written patient correspondence. Provide feedback to employee's supervisor and assist with training needs as needed.

• Facilitate employee recognition of excellence in customer service to improve morale and outcomes.

• Ensures compliance to company policy and procedures, while recommending any changes as needed.

• Maintain current knowledge of national health care trends and quality management trends.

• Attends required meetings and in-services, and participates in committees as requested.

• Occasional travel to all locations.

• Performs related work as required.

QUALIFICATIONS

Education:

• Formal training in health or business administration is required.

• Bachelor's degree preferred.

Experience:

• Must have three years operational experience, including three years working in a clinic or physicians' office environment.

• Clinic experience of at least five years and/or other documented training (vocational, military) may be substituted for educational requirements.

Licensure: N/A

Special Skills:

• Must possess outstanding interpersonal skills and be capable of dealing with medical and administrative staff, patients and the public.

• Must gain knowledge of organization policies, procedures, systems and objectives.

• Knowledge of governmental regulations and compliance requirements.

• Knowledge of computer systems and applications, specifically EHR and Microsoft Office programs.

• Skilled in exercising initiative, judgment, problem solving and decision-making.

• Ability to communicate clearly and effectively in writing and verbally in one-on-one and large group settings.

• Must possess strong active listening skills and the ability to capture information from poor communicators.

• Must possess strong de-escalation skills and ability to redirect unproductive conversations.

• Ability to manage emotions for one's self.

• Must possess knowledge of the principles and practices of medical and surgical care to assist in facilitating patient care and treatment.

Physical Demands:

• Requires full range of body motion.

• Must be able to handle frequent standing and walking or other mean of mobility for extended periods of time.

• Must be able to occasionally lift and carry items weighing up to 50 pounds.

• Must have adequate visual acuity to read, interpret and understand written material and to perform required procedures.

• Must have adequate hearing and speaking abilities to interact appropriately with others, including patients and co-workers.

• Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.

• Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports.