Patient Experience Quality Manager

The Patient Experience Quality Manager owns how patients experience ROMTech across every interaction. This role is responsible for defining what “good” sounds like, inspecting real patient conversations, identifying breakdowns in clarity or execution, and driving corrective action through coaching, process fixes, and standards. 

This is not a people-management role. It is a hands-on quality and execution role focused on reducing friction, preventing avoidable repeat contacts, improving first-contact resolution, and protecting patient trust across the full patient journey. 

Core Responsibilities 

Patient Interaction Quality 

• Review and score patient calls, texts, and emails across: 

• HRC (Ortho & Cardiac) 

• Billing Customer Service 

• Scheduling and Delivery-related interactions 

• Define and maintain patient experience quality standards by interaction type 

• Identify systemic patient confusion, expectation gaps, or scripting failures 

• Flag compliance, tone, or clarity risks before they become escalations 

Quality Assurance & Measurement 

• Own QA scorecards aligned to patient outcomes, not just scripts 

• Track quality trends tied to: 

• Repeat contact drivers 

• Escalations 

• Delivery and billing confusion 

• Patient drop-off and dissatisfaction 

• Partner with Performance Analytics to correlate quality signals to conversion, utilization, and revenue impact 

Coaching & Corrective Action 

• Partner with Performance Coaches and functional leaders to: 

• Translate QA findings into targeted coaching 

• Recommend script updates or workflow fixes 

• Close the loop on recurring patient experience failures 

• Participate in calibration sessions to ensure scoring consistency and fairness 

Patient Journey Improvement 

• Identify patient experience breakdowns across handoffs: 

• Sales to Scheduling 

• Scheduling to Delivery 

• Delivery to Rehab 

• Rehab to Billing 

• Document root causes and recommended fixes in ClickUp 

• Support RCA workflows tied to patient complaints or escalations 

Standards & Enablement 

• Maintain a centralized “what good looks like” library: 

• Call examples 

• Do / don’t patterns 

• Common failure modes 

• Partner with Training to ensure standards are reflected in onboarding, certification, and re-certification 

What This Role Owns 

• Patient experience quality standards 

• QA scoring frameworks and insights 

• Identification of systemic patient friction 

• Feedback loops into coaching, scripts, and workflows 

What This Role Does Not Own 

• Direct people management 

• Daily queue management 

• Individual rep performance ownership 

• One-off exception handling 

Success Indicators 

• Reduction in repeat patient contacts 

• Improved first-contact resolution 

• Fewer escalations tied to confusion or expectation gaps 

• Clear linkage between quality improvements and conversion, adherence, or collections outcomes 

Ideal Background 

• Quality, QA, or performance role in a regulated, patient-facing environment 

• Strong call listening and pattern-recognition skills 

• Comfortable delivering clear, direct feedback grounded in evidence 

• Experience partnering with operations, training, and analytics 

• High standards for clarity, consistency, and accountability