Patient Experience and Retention Specialist

ChenMed

4d•Onsite

About The Position

We’re unique. You should be, too. We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy? We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team. The Patient Experience & Retention Specialist supports the delivery of VIP-level patient experiences while contributing to retention initiatives across ChenMed medical centers. This role focuses on executing patient experience programs, analyzing basic metrics, and supporting cross-functional teams to enhance patient satisfaction and loyalty. The Specialist is an independent contributor that works under the guidance of leadership to help implement evidence-based practices that improve patient touchpoints and contribute to top decile performance outcomes.

Requirements

In-depth knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
Demonstrated knowledge of patient experience processes and service excellence strategies
Familiarity with best practice patient/guest experience practices and methods
Exceptional process design, problem solving, project management and change management skills
High degree of objectivity skills
Exceptional written and interpersonal communication skills
Strong process and meeting facilitation skills
Proficient in analytics and large-scale organizational change
Initiative-taker with an entrepreneurial mindset
Strong desire and willingness to provide both consultative/advisory support and firsthand execution
Excellent ability to influence peers and leaders without formal reporting relationships/authority
Ability to drive multiple pieces of work forward simultaneously
Ability to work in a matrixed environment
Advanced skill in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook; competent in other systems required for the position
Ability and willingness to travel locally, regionally and/or nationally up to 20% of the time; flexible to work weekends as needed
Spoken and written fluency in English
BA/BS degree in Healthcare, Business or Public Administration or a closely related field required OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis
A minimum of 3 years’ work experience in patient experience, health care provider relations and/or health insurance patient services required

Nice To Haves

Experience with Net Promoter Score (NPS) measure and improvement initiatives a plus

Responsibilities

Leads in the implementation of patient experience initiatives across the enterprise, which includes the creation of program documentation, creation and delivery of training, outcome reporting and leadership presentations
Oversees day-to-day execution of patient experience programs and retention strategies
Designs standards and improvement plans for patient experience activities across a matrixed environment
Analyzes and creates comprehensive reports on patient satisfaction scores, NPS, and retention rates with recommendations for improvement
Identifies and prioritizes trends and patterns in patient feedback and experience data and presents findings to leadership
Develops actionable insights from patient experience and retention data
Monitors and evaluates pre- and post-implementation outcomes of experience and retention initiatives
Initiates process improvement initiatives to enhance patient touchpoints
Manages multiple patient experiences and retention programs simultaneously within established timelines and provides timely updates on deliverables and risks to all stakeholders
Implements evidence-based practices to optimize patient experience processes
Assists in benchmarking activities against industry standards
Works closely with medical center staff to understand patient experience challenges and to provide recommendations for improvement
Partners with appropriate teams to create patient outreach resources and collateral