Description

The Patient Experience Manager (PEM) drives the complete patient experience by leading, analyzing, reporting, implementing and evaluating targeted experience improvement initiatives. Included in managing the patient experiences is promotion and marketing of the organization to potential referring physicians, prospective patients and the community at large. The PEM will develop and implement strategies for strengthening relationships with referring physicians and case managers and develop programs to educate the community. The PEM will work independently in the field, collaboratively with staff, the ability to communicate effectively verbally and in writing, demonstrated sales and customer service skills, strong analytic skills and organizational skills. 

Major Responsibilities/Activities 

· Manage the implementation and execution of evidence based best practices across various areas of the clinic to improve the patient experience, in partnership with management, providers and team members.

· Lead Patient Experience efforts by establishing and maintaining excellent working relationships with leaders, providers and team members.

· Develops strategic relationships with community-based referring physician practices and case managers with the goal of volume growth and retention.

· Supports, implements and helps develop strategic marketing plans and forecasts to achieve objectives set by SOC’s Executive Team.

· Coordinates with doctors, clinical, and operational functions to ensure sufficient communication and support for marketing and outreach activities.

· Complete face-to-face sales meetings with physicians and practice managers, ensuring that a thorough understanding is gained regarding the physicians' desires and needs. 

· Visits referring physician offices with company information and promotional material for SOC, in order to build effective referral relationships. Analyzes referral patterns and competitive landscape to create and execute an efficient canvassing strategy, using an existing database of targeted physicians.

· Work with referring physician offices to ensure smooth transition of patient information and scheduling during the referral process.

· Prepares monthly analysis of patient volume trends, marketing results and opportunities to expand referral base (or services) and presents to executive management.

· Provides weekly phone analytic reporting to ensure patient service level standards are met through phone communication.

· Manages and monitors feedback from social media, surveys and web commentary other group practices via designated software and provides actionable insights needed to increase patient engagement, improve operations and drive sustainable bottom-line results.

· Functions collaboratively with management, physicians, and staff to resolve issues, understand modalities and services, meet patient expectations, and increase referrals. Responsible for communications to and from referring offices, including conflict resolution, relationship building and compliance.

· Coordinates and delivers professional presentations for in-services, seminars, open houses, tours and group meetings.

· Represents SOC at health fairs, medical symposia, area business, and medical society meetings.

· Introduces SOC physicians to local referring physicians.

· Ability to work a flexible schedule to meet the demands of the position. 

· Must possess good time management skills and be customer and results-oriented.

· Additional duties as assigned.

· Perform such other duties as assigned by the CEO, Management, or physicians. 

Minimum Requirements 

· Decision making

· Communication Proficiency

· Judgment

· Problem Solving/Analysis

· Microsoft Word, Excel, PowerPoint

· Leadership

· Project Management

· Time Management

· Stress Management

Requirements

· Bachelor’s degree in Marketing, Communications, Business Administration, Healthcare, or a related field and related work experience. An equivalent combination of education and experience may be qualifying.

· Prior experience in a similar capacity with knowledge of the Eastern Iowa health market is strongly preferred.

· An understanding of orthopedics is preferred.

· Valid Driver’s License

· Flexibility to work some evenings and weekends.

· The position is 40 hours per week depending on the candidate, experience and qualifications, and scheduling needs. EOE.