Vice President, Patient Experience

Position Overview:

This is accomplished through building on our Core Values of one team, understanding our business, recognition, people-focused, accountability, continuous innovation and trust and integrity, which are the foundation for our unique culture.

Position Summary:

The Vice President of Patient Experience is responsible for leading the patient experience team with the objectives of ensuring exceptional patient interactions, collaborating with clinicians to manage appointment scheduling and minimize cancellations and ensure accurate and timely appointment administration and collections for services. Key activities will include:

• Creation, maintenance and delivery of best-practice and standard operational process training, policy/procedure development and implementation,
• Execution of front office activities at a clinic-level to ensure the smooth and efficient operation of clinic operations and patient experience,
• Identification and implementation of continuous improvement activities

Essential Duties and Responsibilities:

• Manage the Patient Experience Function (which will have a direct line to VPPE as functional leader, and into Operations as P&L leader at each level).
• Champion the non-clinical aspects of a patient's interactions with the Company while in clinic.
• Develop and support implementation of best practices and SOPs related to the clinic front office and patient experience.
• Develop, deploy, and manage customer service training and expectations for our team dedicated to providing our patients an exceptional experience.
• Monitor and communicate patient satisfaction and net promoter scores across the organization with the goal to provide necessary training, correction, and rewards based upon results.
• Investigate and present on-going strategies around the use of automation and technology regarding the patient experience and their access to our clinics and our therapists.
• Develop, along with key SVP and C suite leaders, a patient information message that connects to our present and past patients.
• Work with Marketing and IT to ensure we are delivering content to attract patients into our clinics through direct access, community events, relationship building and other means.
• Work with Billing and Credentialing departments to ensure optimal support of our company, patient, clinician, and payor needs.
• Collaborate with Operations, Sales & Marketing, Finance, Payor Relations and other functions to ensure Patient Experience vertical is supporting the strategy and mission of Athletico.
• Identify opportunities to improve the perceived value and experience of both employees and patients at the clinic level, and then coach peers and teams on how to address and improve.
• Support development and maintenance of the patient complaint resolution process.

Qualifications:

• Education:
• Bachelor's degree in a healthcare related field or Masters in Healthcare Administration or Organizational Development
• Advanced degree in Business or Healthcare Administration is a plus, but not required
• Work Experience:
• 7+ years of management experience required
• Proven capability to manage in a cross functional environment supporting multi-site operations, preferably healthcare services
• Certification/Licensure:
• N/A
• Knowledge and Technical Skills:
• Innovative problem solver
• Proven track record or developing and motivating a high performing team
• Authentic relationship-builder and strong collaborator
• Ownership-mentality; accountability-first mindset
• Continuous learner; growth mindset
• Excellent communication skills (written, verbal)
• Ability to plan, organize, and project manage large assignments
• Excellent written and oral communication skills
• Strong attention to detail and accuracy

Language Skills:

• Ability to read, write and speak English proficiently

Physical Demands:

• Ability to fulfill office activities including but not limited to remain stationary for extended periods of time (i.e. while working at a desk), stoop/kneel/crouch, travel around the office, communicate with others (verbal and written), and use fine motor skills including find hand manipulation and keyboarding.
• Ability to see at close range, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

• Consistent with a standard office environment, noise level is low with little to no extraordinary environmental factors.
• Frequently travel (up to 40%) with assigned market(s)

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.