Patient Experience Manager

3 weeks ago


Greenwood Village, Colorado, United States Center for WellnessMD Full time

We are seeking a highly motivated and customer-centric Front Office Coordinator to be the face of our practice and ensure an exceptional patient experience.

Job Description

This role combines the responsibilities of a traditional front desk administrator with a focus on lead management and conversion to our new concierge model. The ideal candidate will possess excellent communication and interpersonal skills, a passion for patient care, and a proven ability to drive results.

  • Key Responsibilities:

Patient Experience:

  • Create a welcoming environment: Greet patients with a warm smile, offer refreshments, and ensure a comfortable waiting area.
  • Manage patient flow: Efficiently check patients in and out, schedule appointments, and minimize wait times.
  • Build rapport: Engage with patients, answer questions, and address concerns with empathy and professionalism.
  • Educate patients: Explain procedures, services, memberships, loyalty programs, and promotions.
  • Collect feedback: Encourage satisfied patients to write reviews and actively seek ways to improve the patient experience.
  • Maintain a pristine environment: Ensure the reception area, consultation rooms, and other patient areas are clean, organized, and well-stocked.

Lead Management and Conversion:

  • Respond to inquiries: Answer phone calls and digital leads (website forms, social media, etc.) promptly and professionally.
  • Pre-qualify leads: Gather information, assess patient needs, and determine suitability for the concierge model.
  • Schedule consultations: Book appointments, collect consultation fees, and manage appointment reminders.
  • Convert leads: Effectively communicate the value of the concierge model and guide patients through the enrollment process.
  • Track and analyze results: Monitor lead conversion rates and identify areas for improvement.

Administrative Support:

  • Manage the schedule: Optimize appointment scheduling to maximize efficiency and patient satisfaction.
  • Process invoices: Generate invoices, process payments, and manage patient accounts.
  • Maintain patient records: Accurately input patient data into the EMR system and ensure compliance with privacy regulations.
  • Handle phone calls: Answer inquiries, direct calls, and take messages.
  • Support marketing efforts: Assist with social media updates, promotional campaigns, and patient communication.
  • Manage inventory: Monitor stock levels of office supplies and retail products.
  • Perform other duties: Assist with administrative tasks as assigned by management.

Estimated Salary: $60,000 - $80,000 per year, depending on experience.



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