Patient Experience and Communications Manager

Valora Medical Group; Orlando (FL); On-site; USD 70,000 - 100,000; Full time

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.

Skills

Bi-lingual English/Spanish

Call center management

KPI analytics & data visualization

Leadership & training

Customer service excellence

EMR knowledge

Phone system reporting (Avaya/Calvient

CRM tools

CMS/HIPAA awareness

Education

Bachelor's degree in healthcare administration, business, or communications

Tools

eClinicalWorks (eCW)

Avaya/Calvient phone system

Microsoft Office 365

CRM software

Social media management tools

Job description

Position:Patient Experience and Communications Manager

Location: Orlando, FL

Job Id:255

# of Openings:1

At Valora Medical Group, we’re redefining what patient-centered care looks like. We’re not just answering calls or scheduling visits, we’re creating meaningful experiences that build trust, improve outcomes, and make patients feel seen and valued.

We’re seeking a bilingual (English/Spanish) Patient Experience & Communications Manager who is passionate about elevating service standards, optimizing communication channels, and leading initiatives that directly impact patient satisfaction across our organization.

If you thrive in a fast-paced environment and are driven by results, leadership, and innovation, we want you on our team!

Job Summary

The Patient Experience & Communications Manager is responsible for overseeing patient interactions across multiple communication channels, ensuring exceptional customer service, and driving improvements in patient satisfaction. This role will monitor and manage the phone system, audit calls, oversee KPIs, manage outbound patient outreach, and handle online reputation management. Additionally, this position will manage after-hours service calls to ensure all patient concerns are appropriately handled by providers and office staff. The role requires strong leadership, analytical, and communication skills to enhance the overall patient experience at all clinic locations.

Essential Duties and Responsibilities:

Call Management & Quality Assurance

• Monitor and manage the phone system to ensure optimal functionality and efficiency.
• Audit incoming and outgoing calls to assess adherence to quality standards.
• Ensure that all KPIs related to call handling, response times, and service quality are consistently met.
• Provide coaching and training to clinic staff and managers to enhance phone interactions and overall customer service.

After-Hours Call Management

• Oversee after-hours service calls, ensuring that all patient inquiries and concerns are addressed by the appropriate provider or office staff.
• Track and follow up on unresolved after-hours calls to guarantee patient needs are met in a timely manner.
• Collaborate with clinic managers to ensure proper protocols are followed for handling urgent patient calls outside of business hours.

Complaint Resolution & Escalations

• Handle patient complaints and escalations, ensuring timely and professional resolution.
• Document and analyze complaint trends, presenting key findings and recommendations to the management team.
• Collaborate with managers and clinic staff to implement corrective actions and prevent recurring service issues.
• Manage and execute outbound campaigns to improve patient engagement, including: scheduling Annual Wellness Visits (AWVs), following up on missed appointments, contacting patients for post-visit follow-ups and care reminders
• Ensure efficient and effective patient outreach by leveraging call scripts, automation tools, and follow-up strategies.
• Monitor, manage, and respond to online patient reviews and comments across social media platforms (Google, Facebook, Healthgrades, etc.).
• Track and report clinic and provider ratings, identifying trends and areas for improvement.
• Develop and execute reputation management strategies to enhance public perception and patient trust.
• Collaborate with the marketing team to address patient concerns and improve online presence.
• Regularly review patient satisfaction surveys and identify areas for service enhancement.
• Work closely with clinic managers and regional leadership to implement improvements based on patient feedback.
• Develop and recommend training programs or process changes to improve overall patient experience.

Additional Responsibilties

• Act professionally and treat patients, co-workers, and leadership with respect.
• Motivate and empower the teams to maximize outcomes and maintain a positive work environment.
• Adheres to and models company standards, processes, and protocols including but not limited to attendance, schedule adherence, industry requirements.
• Lead by example and champion Valora’s vision, mission, and values
• Other duties as assigned by management

Education/Qualifications:

• Bachelor's degree in healthcare administration, business, communications, or a related field preferred.
• Experience with call center management, patient outreach, and reputation management.
• 4+ years’ experience in patient experience, customer service, call center, and healthcare operations role
• 4+ years' experience analyzing KPIs and Data visualization reporting
• 4+ years of training and development experience
• Bilingual in English and Spanish is required
• Knowledge and experience with electronic health records (EMR) is required
• Experience with the EMR System, eClinicalWorks (eCW) is a plus
• Experience using Avaya or Calvient healthcare phone system to run reports and monitor performance
• Proficient in Microsoft Office 365 (Outlook, PowerPoint, Excel, Word)
• Proficient in using CRM software and social media management tools
• Understanding of and adherence to expectations under CMS Fraud/Waste Abuse, OSHA, and HIPAA
• Excellent verbal and written communication
• Ability to complete assigned duties in a timely and proficient manner
• Ability to communicate with others effectively in a concise manner, in order to bring issues effectively to a resolution
• Ability to evaluate situations and elevate issues appropriately
• Must be able to accommodate a flexible schedule
• Ability to learn new procedures and adapt quickly to change
• Ability to establish working relationships, resolve interpersonal conflicts, apply basic staff etiquette in dealing with others
• Excellent organizational and time-management skills
• Promote innovation, motivate others, and be a team player
• Ability to multi-task and perform well in stressful situations while in a fast-paced environment
• Ability to learn about each clinic as well as provider schedule and scheduling preferences
• Must be able to work and think independently
• Ability to think globally about patient experience

EEO Statement:

Valora Medical Group, LLC is an equal opportunity employer and does not discriminate on the basis of race, color, religion, creed, sex, national origin, age, disability, pregnancy status, sexual orientation, gender identity, veteran status, marital status, genetic information, citizenship status, or other status protected by law. In compliance with the Immigration Reform and Control Act of 1986, we will hire only U.S. citizens and aliens lawfully authorized to work in the United States