The Patient Relations Manager will play a key role in ensuring patients have an amazing experience by addressing issues or concerns that may arise throughout the patient journey. This role will report to the Director of Patient Experience with a primary focus on managing the patient experiences through direct follow up. You will be responsible for learning and navigating our patient experience systems to solve simple to complex challenges. You will work closely with members of our center management teams across the US to ensure timely follow up on patient concerns. Our ideal candidate will have a background in customer service, customer recovery and or patient support with national brands.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Work daily with Director of Patient Experience and Practice Managers to ensure patient concerns are resolved quickly and efficiently.
• Follow up on patient appointment surveys to address and glean learnings to improve overall patient experience.
• Strong intrapersonal listening and communication skills
• Thrive solving tough problems
• Assist in responding to all patient concerns
• Utilize Excel and other systems to track numerous patient experience monitoring points.
• Respond to all patient feedback emails and facilitate resolution.
• Maintain and manage patient experience recovery efforts.
• Partner with all team members to ensure the customer experience is a top priority.
• Track and monitor positive feedback for common themes.

EDUCATION, EXPERIENCE AND SKILLS REQUIRED:

• AA degree or a combination of a HS diploma with 4 years of experience in office environments.
• 5 years of experience in direct customer service environments.
• Experience in resolving customer concerns as a core function of the job.
• Must possess the ability to make strong connections with people by displaying empathy and compassion.
• Strong communication skills inclusive of verbal and written, and interpersonal skills.
• Strong ability to de-escalate any situation and problem-solving skills.
• Challenge oriented- taking difficult situations and finding ways to turn them into a positive result.
• Must possess intermediate excel skills.
• Excellent tracking and organizational skills to monitor and hundreds of patient experiences.
• Excellent planning, time management and organizational skills
• Must be growth minded and looking to advance your own skills and learn new ones
• Ability to work with multiple priorities.
• Demonstrate the ability to model company values.
• Willingness to take on new projects that are not covered in the job description.
• Regular and predictable attendance is an essential function of the job.

WORK ENVIRONMENT

The noise level in the work environment is usually quiet to moderate as compared to a private office with light traffic and office technology. Hybrid work ability with 1-2 days in the Kirkland, WA Headquarters.

COMPENSATION

At Sono Bello, we believe that our team members are the keys to our success. The compensation range for this role is $89,000 - $110,000 Bonus, depending on experience.

BENEFITS

Benefits Package including Medical, Dental, Vision, Life Insurance, 401K, EAP, PTO, and paid holidays.#L1-MW1