Bilingual Patient Experience & Communications Lead

Valora Medical Group

Orlando (FL)

On-site

USD 70,000 - 100,000

Full time

14 days+

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Job summary

Valora Medical Group is hiring a Patient Experience & Communications Manager in Orlando, FL. This role leads patient interactions across channels, ensures exceptional service, and drives satisfaction metrics across multiple clinic locations.

The position requires strong leadership, KPI-driven improvements, and experience with EMR systems and call center operations. Excellent communication skills in English and Spanish are essential for success in a fast-paced healthcare environment.

Qualifications

Requires a Bachelor’s degree in healthcare administration, business, or communications.
Minimum 4+ years in patient experience, customer service, call center, or healthcare operations.
Experience with call center management and patient outreach.
Proficient in KPI analysis and data visualization reporting.
Bilingual English/Spanish is required.
Familiarity with EMR systems (eCW preferred).
Excellent communication and leadership skills.

Responsibilities

Oversee patient interactions across channels, ensuring exceptional service and satisfaction metrics.
Manage call system performance, call quality audits, and KPI tracking.
Lead after-hours service-coordination and escalations with providers and staff.
Drive outbound campaigns for AWVs, reminders, and follow-ups to improve engagement.
Monitor online reviews and manage reputation across platforms; report trends and improvements.
Collaborate with marketing/clinics to address patient concerns and enhance online presence.
Develop training programs to elevate patient experience and staff performance.