Director of Patient Engagement

1 week ago

Coral Springs, Florida, United States Quest Health Solutions LLC Full time
Job Overview

Company Background:

Quest Health Solutions LLC is committed to delivering outstanding customer service and ensuring a superior patient experience. Our focus is on providing the highest quality of care and comfort to our patients, with a strong emphasis on patient retention as a key performance indicator.

Position Summary:

We are seeking a dedicated Patient Experience Manager to oversee our team of Patient Experience Specialists. In this pivotal role, you will be tasked with cultivating a patient-centric culture among our staff and spearheading initiatives aimed at enhancing patient retention. By leading and developing a skilled team of agents, you will significantly contribute to surpassing both client and organizational objectives. Our agents are dedicated to delivering compassionate, responsive, and exceptional service in every patient interaction. Your primary focus will be on establishing positive patient relationships, effectively addressing inquiries and concerns, and ensuring a memorable, positive experience for every patient.

Key Responsibilities:

  • Promote the organization's dedication to excellence in patient experience, with a strong emphasis on strategies for patient retention.
  • Recruit, train, and manage a team of DME staff, providing continuous coaching and development to achieve high performance.
  • Formulate and implement strategic plans to meet business objectives, particularly in retaining our patient base.
  • Evaluate call center performance against established KPIs and execute action plans to improve service delivery and patient satisfaction.
  • Stay updated on industry trends and changes in the DME market to propose strategies for business growth focused on patient retention.
  • Supervise staff in accordance with organizational leadership practices and uphold high standards of service excellence through peer evaluations.
  • Participate in senior leadership and team meetings, fostering collaboration and a proactive approach.

Qualifications:

  • Preferred: Associate or bachelor's degree in social work, communications, or a related field.
  • A minimum of three years of experience in a DME or healthcare environment.
  • Understanding of maintaining the security, confidentiality, and integrity of medical information.
  • Strong interpersonal communication skills to navigate challenging situations with empathy and professionalism.
  • Ability to analyze and interpret data, along with basic computer proficiency.
  • Effective communication with a diverse range of customers, including patients, family members, healthcare providers, and hospital staff.
  • Demonstrated capability in coaching and developing individuals and teams.
  • Problem-solving skills, conflict resolution abilities, and expertise in service recovery.
  • Capacity to manage multiple priorities, adapt to changing demands, and consistently meet deadlines.
  • Familiarity with CRM software and EHR systems is a plus.

If you are passionate about enhancing patient experiences and are committed to providing exceptional patient care, we encourage you to consider this opportunity with Quest Health Solutions LLC. Join an organization that values exceptional care and fosters lasting patient relationships.

Quest Health Solutions LLC is an equal opportunity employer dedicated to promoting diversity and creating an inclusive workplace for all employees.

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