Patient Experience and Retention Specialist

Patient Experience & Retention SpecialistWe're unique. You should be, too. We're changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?We're different than most primary care providers. We're rapidly expanding and we need great people to join our team.The Patient Experience & Retention Specialist supports the delivery of VIP-level patient experiences while contributing to retention initiatives across ChenMed medical centers. This role focuses on executing patient experience programs, analyzing basic metrics, and supporting cross-functional teams to enhance patient satisfaction and loyalty. The Specialist is an independent contributor that works under the guidance of leadership to help implement evidence-based practices that improve patient touchpoints and contribute to top decile performance outcomes.Essential Job Duties/Responsibilities:Leads in the implementation of patient experience initiatives across the enterprise, which includes the creation of program documentation, creation and delivery of training, outcome reporting and leadership presentationsOversees day-to-day execution of patient experience programs and retention strategiesDesigns standards and improvement plans for patient experience activities across a matrixed environmentAnalyzes and creates comprehensive reports on patient satisfaction scores, NPS, and retention rates with recommendations for improvementIdentifies and prioritizes trends and patterns in patient feedback and experience data and presents findings to leadershipDevelops actionable insights from patient experience and retention dataMonitors and evaluates pre- and post-implementation outcomes of experience and retention initiativesInitiates process improvement initiatives to enhance patient touchpointsManages multiple patient experiences and retention programs simultaneously within established timelines and provides timely updates on deliverables and risks to all stakeholdersImplements evidence-based practices to optimize patient experience processesAssists in benchmarking activities against industry standardsWorks closely with medical center staff to understand patient experience challenges and to provide recommendations for improvementPartners with appropriate teams to create patient outreach resources and collateralKnowledge, Skills and Abilities:In-depth knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methodsDemonstrated knowledge of patient experience processes and service excellence strategiesFamiliarity with best practice patient/guest experience practices and methodsExceptional process design, problem solving, project management and change management skillsHigh degree of objectivity skillsExceptional written and interpersonal communication skillsStrong process and meeting facilitation skillsProficient in analytics and large-scale organizational changeInitiative-taker with an entrepreneurial mindsetStrong desire and willingness to provide both consultative/advisory support and firsthand executionExcellent ability to influence peers and leaders without formal reporting relationships/authorityAbility to drive multiple pieces of work forward simultaneouslyAbility to work in a matrixed environmentAdvanced skill in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook; competent in other systems required for the positionAbility and willingness to travel locally, regionally and/or nationally up to 20% of the time; flexible to work weekends as neededSpoken and written fluency in EnglishThis job requires use and exercise of independent judgmentEducation and Experience Criteria:BA/BS degree in Healthcare, Business or Public Administration or a closely related field required OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basisA minimum of 3 years' work experience in patient experience, health care provider relations and/or health insurance patient services requiredExperience with Net Promoter Score (NPS) measure and improvement initiatives a plusWe're ChenMed and we're transforming healthcare for seniors and changing America's healthcare for the better. Family-owned and physician-led, our unique approach allows us to improve the health and well-being of the populations we serve. We're growing rapidly as we seek to rescue more and more seniors from inadequate health care.ChenMed is changing lives for the people we serve and the people we hire. With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow. Join our team who make a difference in people's lives every single day.