Experience Manager

About the role

The Experience Manager at Donaldson Health is responsible for providing the highest level of patient experience, ensuring the Donaldson standard is unmatched. They set the tone for the rest of a patient's visit, helping patients gain confidence that they made the right choice.

Responsibilities

• Act as location manager, overseeing all activities in the space while upholding Core Values.
• Create an unmatched reception experience by being friendly, helpful, genuine, and optimistic.
• Check-in patients for their appointments, ensuring appropriate paperwork is completed.
• Check-out patients, securing their next appointments on the schedule.
• Accurately execute the patient check-in and check-out process, including preparing charts and validating patient parking.
• Document patient charting promptly and accurately.
• Manage assigned inventory and coordinate shipping and tracking of patient orders.
• Understand clients to build relationships and facilitate genuine interactions; review product history and make referrals based on learnings.
• Manage office cleanliness and maintenance, communicating findings to external vendors and internal stakeholders.
• Complete office opening and closing procedures, including locking and unlocking the door, arranging, tidying, and restocking, turning lights off, and setting the alarm.
• Accurately collect and track cash and check payments, managing accounting reports with payments taken, ensuring cash drawer balance, and preparing nightly deposits.
• Advocate for patient needs and act as a Patient liaison across all teams.
• Support the Communication Center by responding to patient inquiries quickly.
• Appropriately escort patients to their assigned treatment rooms.
• Work with the Operations Manager to develop and implement Experience Team protocols.
• Assist with events by attending and offering support; discuss upcoming events with patients during check-in and check-out.
• Participate in brand marketing efforts and recruitment.
• Communicate opportunities for improvement to leadership.
• Ensure confidentiality of patient information.

Qualifications

• 4-year degree in retail, hospitality, or related field required.
• 2-5 years industry experience.
• Demonstrated strong written communication skills.
• Demonstrated superb customer service skills in a high-touch environment.