Patient Relations Manager

MyCare Medical is a primary care group with ancillary specialists that predominately serve senior patients, working closely with employed and affiliated providers. We have managed care services that are designed to offer our patients highly coordinated, personalized care and help them live healthier lives. Through collaboration, we strive to provide all our patients with the quality of care that follows our patients everywhere.

Job Summary:

MyCare Medical is seeking a dedicated, compassionate, and cheerful Patient Relations Manager who is interested in being part of a team that is dedicated in providing excellent service to our patients. Most importantly, we are looking for applicants with a willingness to learn and attitude to provide the best experience to MyCare patients. This will be an excellent opportunity to join a world class organization for those who believe in service to others.

Job Responsibilities:

· The Patient Relations Manager’s primary focus is to bring everyone on the same page with a final motive of retaining active patients, reinstating inactive patients and ensuring a positive patient member experience.

· The Patient Relations Manager is actively in contact with all patients, proactively seeking to increase the patient’s satisfaction with MyCare Medical.

· Monitors and reports on key performance parameters for each clinic.

· He / She Is accountable for achieving retention targets in their dedicated clinics.

· Designs profiles for each patient that enables all associates, across the continuum of care, to increase the number of positive engagements.

· Develop new strategies for customer retention activities in consultation with the Area Director.

· Makes recommendations based on data and observances regarding retention improvements.

· The incumbent fosters a patient- and family-centered approach by identifying and addressing concerns.

· Other duties include process improvement, program development, project management, data analysis and presentation, and service excellence coaching

· Conducts patient satisfaction calls and acts as patient advocate to resolve questions or concerns.

· Establishes effective working rapport with medical centers personnel (providers and administrative staff).

· Responds to questions, resolves issues and/or forwards to appropriate personnel in a timely manner to ensure patient satisfaction.

· Works extensively with ECW, EMR system to further investigate member services, documents, patient surveys.

· Contributes with ideas for process or efficiency improvements.

· Demonstrates adherence to all company, state, and federal policies, laws, and regulations including HIPAA.

· Reports errors, omissions, and incidents to Sr Patient Experience Manager through documented reports.

· Analyze patient opinions and develop new techniques to ensure retention.

· Welcome and educate new patients on all the MyCare Medical Value Propositions.

· Identifies and presents trends that might be addressed to improve quality and patient experience

· Works collaboratively with all departments to identify and drive change throughout the institution

· Monday – Friday, remote home office base, the incumbent is expected to be at the clinic 75% of the time.

· Travel to multiple locations is required as part of the job.

Qualifications

· Minimum 4 years of experience in patient experience or in the hospitality industry

· College degree preferred

· Excellent customer service skills to successfully assist and interact with patients, family members and associates

· Excellent computer skills and knowledge.

· Strong problem-solving and conflict resolution skills

· Excellent interpersonal and negotiating skills with the ability to influence across functional lines required.

· Ability/flexibility to travel to clinics regularly.

· Excellent English communication skills (Bilingual preferred)

MyCare Medical Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

In addition to having a chance to have a positive impact on our patients within our community, we offer a competitive compensation package inclusive of a wide range of flexible benefit options- Medical, dental, vision, short term and long-term disability, accident, hospital, critical illness, EAP-employee assistance program, legal insurances. Additionally, we support work life balance through a generous paid time off system and recognize eight paid statutory holidays!

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday