1 Patient Experience Associate (3016) - Marketing Job in Newport, VA
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Tidewater Physicians Multispecialty Group
Newport, VA | Full Time
$115k-147k (estimate)
0 Months Ago
Patient Experience Associate (3016) - Marketing
$115k-147k (estimate)
Full Time | Ambulatory Healthcare Services
0 Months Ago
Tidewater Physicians Multispecialty Group is Hiring a Patient Experience Associate (3016) - Marketing Near Newport, VA
Tidewater Physicians Multispecialty Group is actively seeking a Patient Experience Associate to join our Marketing team located in Newport News, VA. Tidewater Physicians Multispecialty Group (TPMG) is comprised of over 200 physicians and advanced practice clinicians and is the largest physician-owned group on the Peninsula. This is a full-time position, Monday - Friday.
Position Summary
The Patient Experience Associate is responsible for creating a customer service model unique to TPMG to train and engage staff on superior customer service. This position will assist Office Managers, Regional Office Managers, and administrative staff with consistent and quality patient-focused customer service that adheres to TPMG's brand and its mission, vision, and core values.
Position Summary
The Patient Experience Associate is responsible for creating a customer service model unique to TPMG to train and engage staff on superior customer service. This position will assist Office Managers, Regional Office Managers, and administrative staff with consistent and quality patient-focused customer service that adheres to TPMG's brand and its mission, vision, and core values.
Major Duties and Responsibilities
As a Patient Experience Associate, you will be responsible for weekly training at new hire orientation and work with the Office Managers, Regional Operations Managers, and Administration staff to ensure the patient experience is consistent across all locations. The goal is that all employees understand and grasp the required concepts comprehensively.
As a Patient Experience Associate, you will be responsible for weekly training at new hire orientation and work with the Office Managers, Regional Operations Managers, and Administration staff to ensure the patient experience is consistent across all locations. The goal is that all employees understand and grasp the required concepts comprehensively.
- Acts as a motivator and an ambassador who promotes awareness for excellence.
- Spreads productive, hopeful messages and acts as a positive influencer.
- Present customer service training to staff individually and in groups, as needed at individual locations and classroom-style sessions.
- Identify gaps in communication skills and opportunities for improvement
- Assist with onboarding new TPMG providers and advanced practice clinicians and provide responsive, proactive customer service techniques that embrace the patient’s journey.
- Actively assist with the onboarding of all staff to use engaging, friendly, welcoming language that emphasizes honesty and transparency in our service and communications.
- Work closely with individual physicians and committees within TPMG to help build a comprehensive customer service strategy.
- Research and collect course information to create a custom TPMG Patient Experience model that increases loyalty and patient satisfaction.
- This TPMG customer service plan should be creative, interactive with straightforward information that includes: phone etiquette, email etiquette, patient safety, communications, conflict resolution, follow-up, answering questions, referrals, and other patient requests.
- Collaborate with the Marketing Director to develop and maintain an exciting, persuasive customer service course to include: lesson plans, digital assets. group activities, guest speakers, surveys, presentations, educational handouts, role-plays, and assessments.
- Set attainable customer service goals for staff members. Offer support and guidance to those that are not achieving their goals.
- Document and maintain a detailed record of office training and follow-up.
- Support the TPMG marketing team as needed.
- Provide support to the TPMG videographer on occasional video projects.
- Provide physician liaison/marketing team support such as provider visits, meet and greets, and assist with the referral process
- Prepare, gather, and present materials and reports as needed for the Marketing Director and Marketing Committee meetings.
- Work with the marketing team and Chief Medical Officer to hold creative, motivating annual continuing education events, semi-annual new physician dinners/socials, and other gatherings as needed.
- Provide support to the organization in all marketing efforts, both internally and externally.
- Work cross-functionally with all areas of the company.
- Assist in maintaining a strong TPMG brand image.
- Identify issues and find solutions to ensure the integrity of the marketing department.
- Understand and comply with ethical, legal, and regulatory requirements.
- Assist Marketing Director with other team duties as assigned.
Knowledge, Skills, and Abilities
- Deliver meaningful marketing and business results and improve the patient experience.
- Passion for advancing the care of patients and the experience of healthcare professionals.
- Excellent written and oral communication skills.
- Must exhibit professional behavior and dress.
- Copywriting, content development, and editing experience required.
- Experience in Word, Excel, PowerPoint
- Video production experience a plus
- Ability to work scheduled hours as defined in the job offer.
- Ability to analyze and present content and performance reports.
- Ability to present and engage large groups
- Able to manage multiple projects and succeed in a fast-paced environment by working independently and work cross-functionally within all teams to meet project objectives.
- Flexible and resourceful, ready to step in wherever needed.
- Quick learner of in-depth project knowledge, systems, and processes.
- Knowledge of healthcare operations.
- Attention to detail and organizational skills.
- Ability to think creatively and strategically.
- Able to manage internal provider demands, and to accept constructive criticism and feedback.
Education / Training / Requirements
- Bachelor’s degree in business, marketing, communications, or related field.
- Experience in creating and presenting Customer Service training.
- Valid driver’s license. This position requires travel within the TPMG service area.
Physical Demands
- Ability to lift or move equipment.
- Ability to stand and walk for limited periods of time
- Ability to sit for extended periods of time.
- Ability to enter data into a computer via a keyboard.
- Ability to occasionally reach, bend, stoop and lift up to 30 lbs. *
- Ability to grasp and hold up to 30 lbs.*
- Ability to occasionally squat and lean over.
- Ability to hear normal voice-level communications in person or through the telephone.
- Ability to speak clearly and understandably.
- Basic vision, corrected.
- Ability to see and understand data on a computer screen.
Success Factors
- Extrovert
- Alignment with Company Mission and Core Values
- Excellent Time Management/Organized
- Open Communication/Positive Attitude
- Goal-Driven
- Excellent Customer Service
- Juggles Multiple Priorities
- Accuracy and Attention to Detail
All statements are essential functions of the position unless identified as non-essential by an asterisk (*).
Come join the team!
TPMG is an equal opportunity employer committed to a diverse and inclusive workforce.
Job Summary
JOB TYPE
Full Time
INDUSTRY
Ambulatory Healthcare Services
SALARY
$115k-147k (estimate)
POST DATE
04/12/2023
EXPIRATION DATE
05/06/2024
WEBSITE
mytpmg.com
HEADQUARTERS
WILLIAMSBURG, VA
SIZE
500 - 1,000
FOUNDED
1992
TYPE
Private
CEO
JEANETTE DAY
REVENUE
$10M - $50M
INDUSTRY
Ambulatory Healthcare Services
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