Marketing & Patient Experience Manager

Description

Live your life in full motion!

This position will provide operational support to the overall patient experience and brand recognition for The Orthopedic Clinic within the community. The individual will be accountable for all aspects of marketing, advertising, social media, brand management, business research, and key performance indicator analytics as it relates to marketing initiatives and patient experience.

POSITION EXPECTATIONS:

• Conducts market assessments and develop a comprehensive sales and marketing plan designed to promote community, customer, payer and patient understanding of The Orthopedic Clinic as a quality provider of services.
• Supports system's marketing strategy, brand development, and internet strategy through implementation of tactical initiatives.
• Designs advertising and collateral material while maintaining consistency with brand or sub-branding guidelines.
• Drafts, edits and/or proofreads copy for a variety purposes (e.g., announcements, posters, letters, invitations, brochure copy, advertisements, web pages, etc.)
• Collaborates with external/internal design and/or production firms on creative ideas and design options.
• Updates our website as needed using WordPress, adding/updating biographies of physicians, providers, and staff.
• Manages production of printed material and nurture vendors' relations to achieve timely, cost-effective outcomes.
• Assists with development of marketing and public relations strategies and tactics and evaluate the results against measurable goals.
• Researches and secures mailing lists for direct mail campaigns and manage distribution using internal or external mail-house resources.
• Provides advertising, marketing, and logistical support for special events and community outreach projects (open houses, consumer and/or physician events, health fairs, public lectures and screenings, and other community outreach activities).
• Assists leadership team in fulfilling internal and external organizational marketing initiatives and priorities.
• Manages Patient Experience Program goals and objectives in accordance with the organization's philosophy, vision and mission.
• Monitors and responds to patient experience data collected by Phreesia Patient Surveys, including social media postings through SocialClimb, Facebook, Google, Healthgrades, and Yelp.
• Creates and posts blogs, social media content as part of our digital marketing campaign.
• Prepares and distributes reports to leadership and Physicians/Providers on a regular basis. Patient Surveys form Phreesia are reported out monthly to all Physicians/Providers. Feedback is also given to leadership regarding the data to help identify opportunities for improvement.
• Develops plans for ongoing program evaluation and development to improve the patient experience.
• Helps to ensure consistent reporting practices among departments in regards to outpatient survey results.
• Assists in maintaining a focus on patient experience through weekly leadership meetings and communication.
• Works with appropriate leaders to resolve concerns immediately by investigating concerns and developing an appropriate service recovery response.
• Appropriately documents patient interactions, activities and results of service recovery program.
• Acts as a liaison to the community by marketing new physicians, attending community events, and assisting the Work Comp Marketing Team when needed.
• Provides support to individual departments to collect and analyze patient feedback.
• Serves as a role model and leader for customer service and looks for opportunities to improve the patient experience.
• Recommend, implement, schedule and complete projects that fall within service-line budgets.
• Attends to the details of special event implementation and follow-up, collaborating with internal personnel and external resources, as necessary.
• Maintains an inviting department environment where staff can voice concerns and offers appropriate support.
• Supports staff engagement efforts through the management of reward and recognition programs surrounding positive staff experience.

Requirements

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Strong understanding of principles and practices of business operations, project management, fiscal/budgetary management, and customer service functions.
• Possess excellent communication, interpersonal, and organizational skills with the ability to build strong relationships and effectively influence diverse groups at all levels within the organization.
• Possess exceptional independent, critical thinking skills and ability to make decisions and solve problems
• Possess a strong desire to serve.
• Skilled in exercising a high degree of initiative, judgment, and discretion, ability to influence decision makers, develop strong relationships within medical community.
• Skilled in accurately analyzing situations and taking effective actions to correct and prevent future occurrences.
• Skill in exercising a high degree of integrity and discretion when handling or informed of propriety and/or confidential information.
• Ability to prioritize assignments, meet deadlines and provide continued feedback on status of assignments.
• Ability to complete simultaneous tasks with frequent interruptions while paying close attention to the details.
• Ability to work independently, as well as, in a team setting.
• Ability to work in a fast-paced environment with a variety of personalities and work styles.
• Ability to work well under pressure with tight deadlines and with a sense of urgency.
• Ability to be flexible in schedule and adaptable to constant change and willingness to assist wherever needed.
• Ability to evaluate and make recommendations for continuous improvements

REQUIRED QUALIFICATIONS:

• Bachelor’s degree with a focus on marketing, advertising or business.
• Minimum of three years’ experience in healthcare setting in communications, or patient care field.
• Proficiency in the use of Microsoft Office Products, EPM and EHR software applications, preferably Athena
• Must be able to proficiently speak, read and write in English
• Valid State of Florida Driver’s License and clean driving record with proof of auto insurance

ADA CONSIDERATIONS

Physical Requirements:

• Requires use of office equipment, such as computers, scanners, fax machines, phones and copiers.
• Requires sitting and computer-related activities for extended periods of time.
• Requires the ability to see, hear, walk, stand, sit, climb, stoop, reach, kneel, crouch, crawl, write and type.
• Lifting and / or carrying of objects weighing up to 10lbs.