Patient Experience Specialist - Hidden (55225)

Greater Purpose and Core Values:
Athletico’s Greater Purpose is to empower people, inspire hope and transform lives. We accomplish this by providing exceptional, progressive, and cost-effective fitness, performance and rehabilitative services through personalized care that emphasizes education and prevention of future injury. This is accomplished through building on our Core Values of one team, understanding our business, recognition, people-focused, accountability, continuous innovation and trust and integrity, which are the foundation for our unique culture.

Position Summary:

Reporting to the Patient Experience Manager, the Patient Experience Specialist is responsible for the end-to-end patient experience during clinic visits and other interactions, serving as a patient experience domain expert.

Essential Duties and Responsibilities:

The below is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organization and the overall business objectives of the organization.

• Drive consistent, seamless patient journey experience
• Observe the patient experience in clinic setting, and communicate patient experience and front-office operational successes, pain points and opportunities back to Operational Excellence team
• Oversee day-to-day Standard Operating Procedure (SOP) adherence in accordance with OE guidelines for front office and customer service activities in the field
• Coach and mentor Patient Experience Coordinators  to provide best in class customer service to patients and help create targeted development plans as needed
• Support development and execution of patient experience and design improvement plans based on patient feedback surveys
• Provide insight and feedback for the  Patient Experience Coordinator recruiting, hiring and training in partnership with HR business partners and Clinic Managers
• Manage scheduling for assigned Patient Experience Coordinators and establish best practice for PEC coverage for time off, and provide PEC coverage if needed
• Ensure that PECs thoroughly understand Billing Center (BC) and time of service collections procedures and coordinate coaching and communications as indicated
• Support development and maintenance of the patient complaint resolution process

Qualifications:

• Education:
  • High School Diploma
    
    
• Work Experience:
  • 2 years of experience as Athletico Patient Experience Coordinator
    
    
• Knowledge and Technical Skills:
  • Excellent problem-solving skills
  • Proficient with the use of MS Office and Outlook

Language Skills:

• Ability to read, write and speak English proficiently
  

Physical Demands:
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

• Ability to fulfill office activities including but not limited to remain stationary for extended periods of time (i.e. while working at a desk), stoop/kneel/crouch, travel around the office, communicate with others (verbal and written), and use fine motor skills including fine hand manipulation and keyboarding.
• Ability to see at close range, distance vision, peripheral vision, depth perception, and the ability to adjust focus

Work Environment: 

• Consistent with a standard office environment, noise level is low with little to no extraordinary environmental factors.
• Frequently travel (up to 40%) within assigned market(s)

Athletico 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. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.