Patient Experience Specialist
About Us
At Athletico, we believe in the power of support – because a little help can lead to extraordinary achievements. Physical therapy isn’t just about recovery ; it’s about transformation. Our team thrives on providing life-changing care for our patients, and we know that achieving this begins with taking care of our own. Our mission is simple yet powerful: Extraordinary people improving lives.
Position Summary
Reporting to the Patient Experience Manager, the Patient Experience Specialist is responsible for the end-to-end patient experience during clinic visits and other interactions, serving as a patient experience domain expert.
Essential Duties And Responsibilities
- Drive consistent, seamless patient journey experience
- Observe the patient experience in clinic setting, and communicate patient experience and front-office operational successes, pain points and opportunities back to Operational Excellence team
- Oversee day-to-day Standard Operating Procedure (SOP) adherence in accordance with OE guidelines for front office and customer service activities in the field
- Coach and mentor Patient Experience Coordinators to provide best in class customer service to patients and help create targeted development plans as needed
- Support development and execution of patient experience and design improvement plans based on patient feedback surveys
- Provide insight and feedback for the Patient Experience Coordinator recruiting, hiring and training in partnership with HR business partners and Clinic Managers
- Manage scheduling for assigned Patient Experience Coordinators and establish best practice for PEC coverage for time off, and provide PEC coverage if needed
- Ensure that PECs thoroughly understand Billing Center (BC) and time of service collections procedures and coordinate coaching and communications as indicated
- Support development and maintenance of the patient complaint resolution process
Qualifications
- Education: High School Diploma
- Work Experience: 2 years of experience as Athletico Patient Experience Coordinator
- Knowledge and Technical Skills: Excellent problem-solving skills Proficient with the use of MS Office and Outlook
- Language Skills: Ability to read, write and speak English proficiently
Physical Demands
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. Ability to fulfill office activities including but not limited to remain stationary for extended periods of time (i.e. while working at a desk), stoop/kneel/crouch, travel around the office, communicate with others (verbal and written), and use fine motor skills including fine hand manipulation and keyboarding. Ability to see at close range, distance vision, peripheral vision, depth perception, and the ability to adjust focus Work Environment Consistent with a standard office environment, noise level is low with little to no extraordinary environmental factors. Frequently travel (up to 40%) within assigned market(s)
Benefits
- Medical & Rx, Dental and Vision (eligibility begins day one of employment)
- HSA, Healthcare FSA, Dependent Care FSA
- Progyny Fertility Benefit
- Critical Illness, Accident, & Hospital Indemnity Insurance
- Company Paid Short-Term & Long-Term Disability
- Long-Term Disability Buy-Up Option
- Company Paid Maternity & Parental Leave
- Adoption & Surrogacy Expense Reimbursement
- KinderCare Discount
- Legal & Credit Monitoring
- Student Loan Repayment Program (eligible clinicians only)
- 17 days PTO (accrual starts immediately upon hire)
- 6 Major Holidays off plus 2 floating holidays yearly
- 5 CEU PTO Days
- Physical Therapy/Occupational Therapy benefits as an employee
- Bereavement Time Off & Resources
- Commuter: Pre-Tax Transit & Parking
- Retail Savings Plan (RSP)
- Retirement 401(k) w/ Per-Pay Company Match
- SoFi Financial Wellness Tools & Loan Resources
- HUSK Fitness Resources & Gym Discounts
- Home, Auto, and Pet Insurance
- Employee Assistance Program (EAP)
- Employee Discount Program
Salaried Ranges
Minimum Salary/Wage USD$ 47,500.00 Yr. Maximum Salary/Wage USD$ 65,000.00 Yr.