Patient Experience Lead: Build & Scale Operations

Boudreaux's New Drug Store; Lake Charles (LA); On-site; USD 65,000 - 80,000; Full time

Job summary

OurView Health is seeking a hands-on Patient Experience Manager in Lake Charles, LA to own the patient experience function. You will support patients via phone, text, and email, resolve issues, and identify patterns to drive workflow improvements.

Initially you’ll directly assist patients and later build a scalable Patient Experience team, develop SOPs, and lead ongoing improvements across channels and partnerships.

Qualifications

• Experience owning and improving processes and workflows.
• Strong written and verbal communication skills.
• Experience handling customer or patient escalations.
• Highly organized and able to manage multiple priorities.
• Comfortable working with technology, reporting, and basic KPIs.
• Ability to work independently, identify problems, and drive solutions.

Responsibilities

• Manage and respond to inbound patient communication across phone, SMS, email, and other support channels.
• Take ownership of patient issues from initial contact through resolution.
• Coordinate with internal teams, pharmacies, provider partners, and other stakeholders when necessary to resolve patient concerns.
• Identify recurring patient questions, complaints, friction points, and operational problems.
• Develop solutions that reduce unnecessary patient contacts and improve the overall experience.
• Create and maintain SOPs, scripts, escalation procedures, training materials, and internal knowledge resources.
• Help develop automation for repetitive workflows and patient communication.
• Track key Patient Experience metrics such as response time, resolution time, unresolved issues, cancellations, common contact reasons, and patient satisfaction.
• Analyze patient conversations to identify opportunities to improve the website, checkout process, communication, products, and overall patient journey.
• Proactively bring operational problems and recommended solutions to leadership.
• Eventually recruit, train, manage, and develop additional Patient Experience team members.
• Build a Patient Experience operation capable of supporting significantly more patients than we serve today.

Skills

Process ownership

Excellent communication

Organized

Problem solving

Data-driven

Cross-functional collaboration

Job description

OurView Health is seeking a hands-on Patient Experience Manager in Lake Charles, LA to own the patient experience function. You will support patients via phone, text, and email, resolve issues, and identify patterns to drive workflow improvements.

Initially you’ll directly assist patients and later build a scalable Patient Experience team, develop SOPs, and lead ongoing improvements across channels and partnerships.