Patient Experience Specialist
7 days ago
The primary goal of this position is to ensure that all patient interactions are handled professionally and compassionately. This involves developing and reviewing policies, programs, and procedures concerning customer relations and goods and services provided.
- Developing and reviewing policies, programs, and procedures concerning customer relations and goods and services provided
- Utilizing resources to achieve qualitative and quantitative targets
The Customer Service Manager supervises the reception staff to maintain high standards of customer service. They collaborate with clinical staff to streamline patient check-in, appointment scheduling, and follow-up processes to minimize wait times and enhance the patient journey.
Training and DevelopmentOrganizing ongoing training programs for receptionists and administrative staff to improve communication skills, empathy, and service delivery.
Performance ManagementRegularly assessing staff performance, providing constructive feedback and support to maintain high standards of customer service.
Liaison RoleServing as a liaison between administrative, clinical, and management teams to ensure smooth operations and consistent messaging.
Patient Satisfaction SurveysDeveloping and managing patient satisfaction surveys to gather insights and implement service enhancements based on patient feedback.
Process ImprovementIdentifying and implementing process improvements to enhance efficiency and effectiveness in patient service operations.
ReportingGenerating regular reports on patient satisfaction, service quality, and staff performance for the management team.
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