Overview:

We are looking for an experienced, organized and adaptable Patient Relations Specialist for our 5 practices in Brooklyn Queens. While this is a remote position, the candidate must be based in New York and willing to travel to Canarsie, Brooklyn, if necessary.

The Patient Relations Specialist is dedicated to improving the patient experience by strengthening patient loyalty, building reputation and brand, and boosting utilization of our organization’s dental services through increased referrals to family and friends.

Patient Experience is the sum of all interactions that patients have with New York Family Dentistry. Our goal is to deliver safe and compassionate care in every encounter with every patient who walks through our doors.

The Patient Relations Specialist has the overall responsibility to facilitate resolution of all feedback and provide assistance to patient, providers and staff. This person will provide mentorship to assure the use of disciplined processes, tools and performance management. The Patient Relations Specialist will develop staff competencies, assess individual performance, evaluate effectiveness of processes and communicate with key stakeholders. The Patient Relations Specialist is responsible for monitoring department goals and milestones. The manager identifies opportunities for improving the patient experience and collaborates team members working remotely and serving patients in the office.

The suitable candidate will be highly organized, methodical, detail oriented, and people focused with the ability to work at pace with competing priorities. It is imperative that the candidate have a problem-solving orientation and a flexible, positive attitude.

Qualifications:

Knowledge

• Experience in Dental Office setting of at least 5 years
• Proficiency in Dentrix Ascend, Google Workspace, Slack, Asana
• Excellent knowledge of Dental Insurances, specifically PPO, DMO, DHMO (Capitation), and NYS Managed Care Programs
• Understanding In-network /Out-of-network benefits as well as fee for service
• Possess working knowledge of General Dentistry and Orthodontics such as common procedures and treatment
• Up to date knowledge of ADA billing guidelines including CDT coding updates and frequency limitations

Communication / Problem Solving

• Strong written and verbal communication skills to effectively relate data to coworkers
• Excellent critical thinking skills to help solve business problems and make decisions
• Tendency to pay close attention to small details that could impact results
• General knowledge of business operations, objectives, strategies, process and information flow
• Outstanding organizational skills
• Have a positive and a can-do attitude

Process

• Possess our core values of commitment, quality, respect, communication and teamwork
• Demonstrated ability to manage time and prioritize projects to meet deadlines
• Have a high speed internet connection and dedicated workspace in order to work from home
• Understand what it takes to deliver a great patient experience
• Can keep high activity and motivate yourself
• Ability to maintain confidentiality regarding highly sensitive issues
• Ability to work collaboratively with managers and team members

Duties and Responsibilities include but are not limited to:

Conflict Resolution

• Manage and carefully respond efficiently to patient feedback to by phone, text and email
• Own, manage and work closely with senior management on all patient feedback programs

Analytics

• Collaborate with senior management to develop reporting mechanisms and communication processes to assure all stakeholders are aware of, engaged in and fully support patient experience improvement strategies
• Analyze data to monitor real-time feedback trends, identify areas of opportunity and make improvement suggestions
• Identify areas of needed performance improvement for team members

Patient Satisfaction

• Develop and maintain a culture where patient-centered care and service excellence is teamed with clinical excellence to provide an amazing experience for each patient and staff member
• Provide leadership and work in partnership with all departments to assess and communicate performance expectations about patient experience as well as design and execute initiative to enhance the patient experience
• Hold in-person patient experience orientation meetings and onboarding for all new team members

Cross Functional Skills:

Proficiency in data entry

A large part of managing Patient Relations is maintaining databases and generating reports. Therefore, a background in data entry and analysis and experience using Excel and other such programs is an asset. Depending on the project, this person may not be involved in the data entry themselves, but they will need to be able to understand it so they can make decisions.

Interpersonal skills

While understanding numbers and statistics play a large part in the role of the Patient Relations Specialist, the main focus should be on the individuals those figures represent. The Patient Relations Specialist duties may include delegation of work, team management, as well as some conflict mediation. As an ambassador of employee culture, this person should be able to lead by example, and be an approachable face of the company for its employees and strategic partners.

Multitasking

The role of Patient Relations Specialist is a tough one to succinctly define in one sentence, because it can have such a varied set of responsibilities. That is why a person appointed to this role is usually an expert at juggling many different tasks at one time. The Patient Relations Specialist handles everything from Patient Experience Calls to responding to Staff Queries and everything in between, so to be effective, this person must not only be good at multitasking, but changing gears from one task to another at the drop of a hat.

Project Management

The Patient Relations Specialist is expected to be proficient in the software and tools used by the organization to collaborate on projects. These softwares include Google Workspace, Slack and Asana.

Adaptability

A good Patient Relations Specialist must be able to change as quickly as the needs of the business dictates. For example, Patient Relations systems operate on an ever evolving continuum, and in order to maintain performance, the Patient Relations Specialist must stay up to date with the changing directives.

Salary: $30,000-300,000