Patient Experience Specialist

Better Health Group; Tampa (FL); On-site; USD 30,000 - 37,000; Full time

Job summary

Better Health Group in Tampa, FL is seeking a patient outreach specialist to build relationships with potential new patients, guide them through the decision-making process, and implement retention strategies to enhance satisfaction.

You will analyze patient experience data, collaborate with leadership and providers, keep CRM records, and help improve service quality to ensure an outstanding patient experience.

Qualifications

• High school degree or equivalent required.
• Bachelor’s degree preferred.
• CRM experience preferred.
• Friendly, approachable, and empathic, making patients feel comfortable and valued from the moment they make contact.
• Demonstrated ability to handle data with confidentiality.
• Ability to work cross-functionally with multiple teams; ability to work independently with minimal supervision.
• Excellent organizational, time-management, and multi-tasking skills with strong attention to detail.
• Excellent written and verbal communication skills; must be comfortable communicating with external/internal stakeholders, providers, and health plans.
• Strong interpersonal and presentation skills.
• Strong critical thinking and problem-solving skills.
• Must be results-oriented with a focus on quality execution and delivery.
• Appreciation of cultural diversity and sensitivity toward target patient populations.

Responsibilities

• Establish a positive rapport with potential new patients to guide them through the decision-making process and establish them as new patients.
• Identify specific needs and goals of potential new patients through effective questioning and probing.
• Provide relevant information and educate potential new patients about the company’s offerings.
• Articulate the value propositions clearly, highlighting how the services can address patients’ concerns or improve their well-being.
• Keep accurate records of interactions in the CRM system.
• Make outbound calls, to patients who have indicated verbally or on a satisfaction survey, a complaint, grievance, or a challenge with their experience, etc. as well as patients who have recently disenrolled.
• Achieve and exceed individual monthly targets.
• Probe for the reasons why the patient is planning to switch services.
• Execute best retention practices using persuasion skills.
• Conduct routine monitoring and analysis of patient experience outcomes.
• Analyze patient satisfaction survey data.
• Collaborate with leadership, physicians, and teammates regularly to ensure an optimal patient experience.
• Provide strong knowledge of best practice, service improvement, statistical analysis, and problem-solving to improve the patient experience.
• Additional duties as assigned.

Skills

Empathy

Communication

Organization

Cross-functional

Problem solving

Attention to detail

Multitasking

Presentation

Confidentiality

Team player

Education

High school diploma

Bachelor’s degree preferred

Tools

CRM experience

Job description

Overview

Our mission is Better Health. Our passion is helping others.

What’s Your Why?

• Are you looking for a career opportunity that will help you grow personally and professionally?
• Do you have a passion for helping others achieve Better Health?
• Are you ready to join a growing team that shares your mission?

Why Join Our Team

At Better Health Group, it’s our commitment, our passion, and our culture that sets us apart. Our Team Members make a difference each and every day! They support our providers and payors, ensuring they have the necessary tools and resources to always deliver best-in-class healthcare experiences for our patients . We don’t just talk the talk - we believe in it and live by it. Be part of a team that shares your passion and drive, and start living your purpose at Better Health Group.

Responsibilities

Position Objective: This position is responsible for building relationships with potential new patients, guiding them through the decision-making process, and implementing retention strategies to enhance patient satisfaction. It also involves analyzing patient experience data, collaborating with leadership, and improving service quality to ensure an optimal patient experience.

• Establish a positive rapport with potential new patients to guide them through the decision-making process and establish them as new patients
• Identify specific needs and goals of potential new patients through effective questioning and probing
• Provide relevant information and educate potential new patients about the company’s offerings
• Articulate the value propositions clearly, highlighting how the services can address patients’ concerns or improve their well-being
• Keep accurate records of interactions in the CRM system
• Make outbound calls, to patients who have indicated verbally or on a satisfaction survey, a complaint, grievance, or a challenge with their experience, etc. as well as patients who have recently disenrolled
• Achieve and exceed individual monthly targets
• Probe for the reasons why the patient is planning to switch services
• Execute best retention practices using persuasion skills
• Conduct routine monitoring and analysis of patient experience outcomes
• Analyze patient satisfaction survey data
• Collaborate with leadership, physicians, and teammates regularly to ensure an optimal patient experience
• Provide strong knowledge of best practice, service improvement, statistical analysis, and problem-solving to improve the patient experience
• Additional duties as assigned

Position Requirements/ Skills

• Highschool degree or equivalent required
• Bachelor’s degree preferred
• CRM experience preferred
• Needs to be friendly, approachable, and empathic, making patients feel comfortable and valued from the moment they make contact
• Demonstrated ability to handle data with confidentiality
• Ability to work cross-functionally with multiple teams; ability to work independently with minimal supervision
• Excellent organizational, time-management, and multi-tasking skills with strong attention to detail
• Excellent written and verbal communication skills; must be comfortable communicating with external/internal stakeholders, providers, and health plans
• Strong interpersonal and presentation skills
• Strong critical thinking and problem-solving skills
• Must be results-oriented with a focus on quality execution and delivery
• Appreciation of cultural diversity and sensitivity toward target patient populations

Physical Requirements

• Physical ability to sit, stand, and move freely about the office
• Must be able to remain in a stationary position up to or exceeding 50%
• Ability to stand, walk, and sit for long periods of time; ability to climb stairs
• Ability to bend, stoop, kneel, squat, twist, reach, and pull
• Constantly operates a computer and other office productivity machinery, such as copy machine, and computer printer
• Ability to sit for extended periods of time
• Ability to operate a motor vehicle

Key Attributes/ Skills

• Has a contagious and positive work ethic, inspires others, and models the behaviors of core values and guiding principles
• An effective team player who contributes valuable ideas and feedback and can be counted on to meet commitments
• Is able to work within our Better Health environment by facing tasks and challenges with energy and passion
• Pursues activities with focus and drive, defines work in terms of success, and can be counted on to complete goals

Local candidate highly preferred. If remote, travel will be required, specifically to Tampa, FL.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Pay Range

USD $22.00 - USD $27.00 /Hr.

Organization

Better Health Group