Job Title: Patient Engagement Manager

Reports to: VP, Marketing

We’re making great healthcare easy for all. Will you join us?

Delivering great healthcare begins with you. That’s because the Patient Engagement Manager helps to define the uniquely warm and welcoming patient experience offered by vybe. If you’re passionate about all aspects of healthcare and marketing, including branding, content and programs that delight patients, we encourage you to join our incredible team. It’s a fast-paced urgent care environment requiring great communication skills and a positive attitude. But your most important skill will be to use your unique balance of creativity and marketing know-how to create a great experience for our patients and our team members. You’ll tell creative stories that differentiate vybe from other urgent care options, and you’ll be a driving force behind vybe’s growth through measurable improvement in patient engagement.

Key Responsibilities –

• Patient Experience - Create a culture of exceptional experience through meaningful education, strategic planning, implementation of patient and team-centered programs, KPI reporting, and leadership engagement.
• Patient Journey - Build brand loyalty through high responsiveness to patient needs beginning at check-in, through the clinical process, and after receiving care. Provides regular feedback to the leadership team on areas that could negatively impact the patient experience and the vybe brand.
• Patient Service - Act as the main point of contact for resolving patient inquiries and issues; collect and report findings.
• Organic Campaigns - Support multi-channel campaigns that drive engagement & revenue through new patient growth and engagement from prior patients.
• Digital Channels - Add the patient perspective to vybe’s digital channels, including but not limited to organic social media, email, and vybe’s website.
• Content Development - Assist with content creation for SEO-optimized blogs, website copy, and organic social media.
• Brand Awareness - Ensure that vybe’s brand conversation is positive and appropriate across digital and traditional channels, ensuring consistency and increasing brand awareness.
• Reputation Management - Manage the public image of vybe urgent care by monitoring internal & external data and online reviews; makes recommendations for improved workflows or better strategies to ensure high quality of care.
• Analytics - Collects, evaluates, and tracks trends to monitor progress and identify areas for improvement and performs ongoing assessments to identify needs in education, training, and services. Prepares both oral and written reports and assists with implementing insights.
• Training - Identify and coordinate training for team members on exceptional communication, problem solving and de-escalation skills. Plans and provides training, expert coaching and observation, knowledge assessment, and skill validation in patient experience improvement for all levels of the organization, including communication, problem solving and de-escalation skills. Assist with post-training performance assessment.
• Reporting & KPIs - Provide regular reports and updates on the performance of marketing initiatives to VP of Marketing & Patient Experience and other members of leadership. Lead the creation and execution of marketing decks for internal and external initiatives.

Qualifications –

• Bachelor’s degree in marketing, communications, healthcare, or related field. Advanced degree (MBA) preferred. MA or other healthcare credentials are helpful but not required.
• 4 years of relevant experience in brand marketing or advertising. Healthcare experience required. Familiarity with Electronic Medical Records (EMR) and patient scheduling systems is highly preferred.
• Knowledge of reputation management and other patient experience surveys (like CAHPS) in the public domain that help measure and improve patient experience.
• Working knowledge of best practices in patient experience, survey collection, data analytics, and implementing insights.
• Experience working with advertising agencies to motivate, hold accountable, and positively influence agency partners to achieve targeted KPIs and metrics.
• Expertise in organic social media, including knowledge of various platforms, and best practices for audience engagement.
• Expertise in SEO tactics and best practices.
• Strong analytical skills, with the ability to analyze data and make data-driven decisions.
• Excellent verbal and written communication & presentation skills with an emphasis on the ability to give constructive feedback and concise instruction. Must interact effectively with a wide variety of team members to creatively solve problems, guide, and influence.
• Ability to function independently in a high-paced and at times stressful environment while remaining professional and calm.
• Project management leadership, with demonstrated ability to lead the implementation of complex, long-term projects, and programs.
• Strong ability to organize effectively, delegate responsibility, solve problems, and communicate clearly.
• Working knowledge of Photoshop, InDesign, and Illustrator.
• Advanced knowledge in Google Analytics, SEMRush, WordPress, Google Search Console, and Microsoft Excel/PowerPoint
• Must be willing to travel as required within the Philadelphia region to visit vybe locations.
• Spanish Speaking helpful but not required.

Get to know vybe

We believe everyone deserves great care, delivered with warmth and kindness in a safe, clean setting. The work is sometimes challenging but our team also finds it incredibly rewarding. We learn from each other along the way, and this encourages your growth and success. We’ll show you every day we’re glad you’re part of our team. vybe offers a competitive salary and benefits package, plus extra perks that support you as you do the most meaningful work of your career.

• Competitive salary
• Bonus eligible based on individual and corporate performance
• Employer contribution towards employee medical and vision benefits
• 3 weeks PTO per year
• Free employee dental insurance coverage
• Free short-term disability benefits
• Free life insurance
• 401(k) Plan

vybe urgent care is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.