Manager of Patient Experience

 The Patient Experience Manager oversees member liaison efforts to optimize patient retention and growth.  Manages their day to day tasks and projects. Serves as their primary lead and mentors, trains and coordinates workload amongst the team. The Manager is responsible for analysis of activity log(s) and connecting data to financially driven information in a cohesive manner. They also are responsible for member outreach and retention, Member Orientation program(s), serve as a resource for members, staff and liaisons, and is available to help patients understand the medical group practice. Functions as a resource to the clinics and to the member liaison team with regards to marketing initiatives and drives accountability to ensure the team meets performance standards.  Reports to Chief Operating Officer and partners with them to create new initiatives that impact membership retention and satisfaction.

Essential Duties and Responsibilities include the following:

• Responsible for managing and coordinating the activities for a team of member liaison’s for our staff model clinics
• Mentors, trains, assesses and coordinates workloads and drives accountability and performance across the team
• Creates and maintains organized activity logs to capture the productivity of patient experience initiatives
• Tracks & reports member liaison productivity to senior leadership on a quarterly basis
• Serves as a subject matter expert on member liaison duties both internally and externally
• Consistently demonstrates exceptional behavior and communication skills that demonstrate a strong commitment to customer service, including quality, care and concern for our patient’s
• Partners with clinic leadership to ensure all new and existing patient’s understand and have access to the necessary resources provided by the organization
• Creates, oversees and fosters strong existing relationships with agents and/or brokers
• Tracks clinic enrollment and disenrollment trends to present to clinic leadership
• Supports provider transition action planning and membership retention efforts
• Coordinates member liaison participation at marketing event’s
• Partner with marketing, operations and clinic site management on retention events
• Acts as marketing contact for Patient Experience department and clinics and is integral in the development of print materials related to their role as well as the clinics
• Onboards new team member’s across all staff model clinics
• Acts as the primary lead and coordinator for all Member Orientation events
• Educates members on the role of the Member Liaison and they will be their primary contact to assist them with any questions, concern or issues regarding services and feedback.
• Educates members on Clinic processes and programs
• Provides service recovery in a timely manner by facilitating member’s needs by working directly with appropriate staff
• Participates on organization committees
• Distributes patient satisfaction, Net Promoter Score and other reports to physicians and operations teams.
• Oversees the patient satisfaction texting platform line and ensures responses are submitted in a timely manner, in accordance to company expectations
• Coaches liaison and clinic staff on communication and service recovery skills to ensure staff are fostering healthy and positive relationships with our patients

Education:

• Bachelor’s Degree preferred; or
• 5 years of relevant patient relations health care experience

Experience:

Minimum:

• Minimum of 2 years of experience in health care, in a patient-facing role
• Prior supervisory experience.

Preferred:

• Previous managed care and/or ambulatory experience
• Previous customer service experience

Knowledge, Skills, Abilities:

• Excellent customer service skills
• Excellent verbal, presenting and written communication skills
• Proficient at Microsoft Office products
• Ability to work independently
• Maintains current understanding of health plan and regulatory changes as it affects the insurance needs of patients
• Bi-lingual (Spanish) a plus

The pay range for this position at commencement of employment is expected to be between $75,000/yr -$110,000/yr. however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, licensure, skills, and experience.

The total compensation package for this position may also include other elements, including a sign-on bonus and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered.

Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

As one of the fastest growing Independent Physician Associations in Southern California, Regal Medical Group, Lakeside Community Healthcare & Affiliated Doctors of Orange County, offers a fast-paced, exciting, welcoming and supportive work environment. Opportunities abound, and enterprising, capable, focused people prosper with us. We promote teamwork, nurture learning, and encourage advancement for all of our employees. We want to see you excel, because we believe that your success is our success.

Full Time Position Benefits:

The success of any company depends on its employees. For us, employee satisfaction is crucial not only to the well-being of our organization, but also to the health and wellness of our members. As such, we are firmly dedicated to providing our employees the options and resources necessary for building security and maintaining a healthy balance between work and life.

Our dedication to our staff is evident in our comprehensive benefits package. We offer a very generous mixture of benefits, including many employer-paid options.

Health and Wellness:

• Employer-paid comprehensive medical, pharmacy, and dental for employees
• Vision insurance
• Zero co-payments for employed physician office visits
• Flexible Spending Account (FSA)
• Employer-Paid Life Insurance
• Employee Assistance Program (EAP)
• Behavioral Health Services

Savings and Retirement:

• 401k Retirement Savings Plan
• Income Protection Insurance

Other Benefits:

• Vacation Time
• Company celebrations
• Employee Assistance Program
• Employee Referral Bonus
• Tuition Reimbursement
• License Renewal CEU Cost Reimbursement Program
• Business-casual working environment
• Sick days
• Paid holidays
• Mileage

Employer will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the LA City Fair Chance Initiative for Hiring Ordinance.

Salary : $75,000 - $110,000