Patient Experience Specialist

Overview

Our mission is Better Health. Our passion is helping others. We are looking for individuals who want to grow personally and professionally while helping others achieve Better Health. At Better Health Group, our commitment, passion, and culture set us apart. Team members support providers and payors, ensuring they have the tools and resources to deliver best‑in‑class healthcare experiences for patients.

Responsibilities

• Establish a positive rapport with potential new patients and guide them through the decision‑making process.
• Identify specific needs and goals of potential new patients through effective questioning and probing.
• Provide relevant information and educate potential new patients about the company’s offerings.
• Articulate value propositions clearly, highlighting how services can address patients’ concerns or improve well‑being.
• Keep accurate records of interactions in the CRM system.
• Make outbound calls to patients who have voiced complaints, grievances, or challenges, as well as to recently disenrolled patients.
• Achieve and exceed individual monthly targets.
• Probe for reasons why a patient is planning to switch services.
• Execute best retention practices using persuasion skills.
• Conduct routine monitoring and analysis of patient experience outcomes.
• Analyze patient satisfaction survey data.
• Collaborate regularly with leadership, physicians, and teammates to ensure an optimal patient experience.
• Provide strong knowledge of best practice, service improvement, statistical analysis, and problem‑solving to improve the patient experience.
• Perform additional duties as assigned.

Requirements & Skills

• High school degree or equivalent required; bachelor’s degree preferred.
• CRM experience preferred.
• Friendly, approachable, and empathic demeanor.
• Demonstrated ability to handle data with confidentiality.
• Ability to work cross‑functionally with multiple teams and independently with minimal supervision.
• Excellent organizational, time‑management, and multi‑tasking skills with strong attention to detail.
• Excellent written and verbal communication skills; comfortable communicating with external/internal stakeholders, providers, and health plans.
• Strong interpersonal and presentation skills.
• Strong critical thinking and problem‑solving abilities.
• Results‑oriented with a focus on quality execution and delivery.
• Appreciation of cultural diversity and sensitivity toward target patient populations.

Physical Requirements

• Ability to sit, stand, and move freely about the office.
• Must be able to remain in a stationary position up to or exceeding 50% of the time.
• Ability to stand, walk, and sit for long periods; ability to climb stairs.
• Ability to bend, stoop, kneel, squat, twist, reach, and pull.
• Constant operation of a computer and office productivity equipment (copy machine, printer, etc.).
• Ability to sit for extended periods.
• Ability to operate a motor vehicle.

Key Attributes

• Contagious and positive work ethic; inspires others and models core values.
• Effective team player who contributes valuable ideas, feedback, and meets commitments.
• Ability to thrive in the Better Health environment by facing tasks and challenges with energy and passion.
• Focused and driven; defines work in terms of success and reliably completes goals.
• Local candidates highly preferred; remote candidates must be willing to travel to Tampa, FL as required.

Pay

Pay Range: USD $22.00 – USD $27.00 per hour.