Patient Experience Lead

About the role

The Patient Experience Lead is responsible for overseeing front desk operations in the ophthalmology practice, ensuring a seamless and exceptional patient experience. This person leads by example and serves as the primary point of contact for the front desk staff, providing guidance, training, and support while working closely with the Practice or Clinical Manager to optimize efficiency and service quality.

Responsibilities

• Leads and mentors the Patient Experience Coordinator I and II team members by example.
• Ensures smooth and efficient front desk operations, including patient check-in/check-out, scheduling, and insurance verification.
• Assists in the development and implementation of front desk policies and procedures to enhance workflow and patient satisfaction.
• Acts as the primary point of escalation for front desk issues, efficiently resolving patient concerns and operational challenges.
• Collaborates with the Practice Manager to identify areas for improvement and implement best practices.
• Monitors front desk performance metrics, ensuring adherence to key performance indicators (KPIs) such as wait times, patient satisfaction, and schedule utilization.
• Maintains strong knowledge of insurance policies, prior authorizations, and payment collections to assist in patient education and front desk support.
• Ensures compliance with HIPAA, OSHA, and company policies to maintain a safe and confidential environment.
• Coordinates staffing and shift coverage to ensure front desk operations run smoothly.
• Acts as a liaison between front desk staff and management, effectively communicating updates, concerns, and process improvements.
• Demonstrates intricate knowledge of all front desk duties.
• Addresses and resolves complex patient concerns or complaints, working directly with patients and medical staff to find solutions that align with company policies and patient needs.
• Leads the efforts to ensure patients receive clear and thorough explanations of their care plans, procedures, and post-care instructions, acting as their advocate throughout their journey.

Requirements

• At least 1 year as a front desk teammate at SEEMS or 2 years of experience at an external company with relevant experience.
• One of the following may be obtained in lieu of experience: Certified Healthcare Access Associate (CHAA) or Certified Patient Service Specialist (CPSS).
• Completion of at least 10 qualifying SEEMS Advancement Credits every 24 months.
• Demonstrate a comprehensive knowledge of all daily front desk duties.

Skills

• Patient Experience – Understanding and anticipating the patient’s needs.
• Proactive – Keep others informed, ask for help when needed, and bring any challenges or concerns to leadership.
• Analytical mind – Capable of out-of-the-box thinking to solve problems.
• Professionalism – Displaying cautious, helpful, and ethical behavior.
• Excellent Communication Skills – Written and verbal.
• Focus on becoming an active listener to better understand the needs of co-workers and patients.
• Drive for Results – Strives for improving the patient experience by committing to continuous improvement and doing above and beyond for optimal outcomes.
• Focus on Efficiency – Utilizes technology, innovation, and process improvements to continuously improve efficiency and effectiveness.
• Teamwork – Participates as a team member and establishes strong working relationships with teammates and across the organization.
• Celebrates Change – Receptive to new ideas and responds to changes with flexibility and optimism.
• Forward-thinking attitude – Consider how your actions and behavior influence or affect others, and how this will impact your future growth in the company.
• Continues Learning and Improvement – Acknowledges own strengths and development needs and works to strengthen capabilities.

Benefits

• Generous PTO allowance
• Holiday Pay
• Health, Dental & Vision
• Life Insurance
• Short-term disability
• Long-term disability
• 401k with discretionary match
• Uniform Allowance (clinic only)
• Professional Development

Pay

Pay Range: $18/hr - $23/hr. Actual compensation offered will be based on factors such as experience, qualifications, existing certifications, skills, internal equity, and business needs.