Manager of Patient Experience

Manager of Patient Experience Groth Pain and Spine 285 Sills Road, East Patchogue, NY 11772 $70,000

• $95,000 a year
• Full-time $70,000
• $95,000 a year

•

Full-time Job Title:

Manager of Patient Experience Company:

Groth Pain & Spine Reports To:

Director of Operations Position Summary:

The Manager of Patient Experience is responsible for elevating the overall patient journey across all touchpoints within Groth Pain & Spine. This role serves as the primary advocate for patients, ensuring their voices are heard, concerns are resolved, and experiences consistently exceed expectations. The ideal candidate is highly service-oriented, proactive, and skilled at identifying opportunities to improve patient satisfaction and operational excellence.

Key Responsibilities:

Patient Advocacy & Issue Resolution Serve as the primary point of contact for patient concerns, complaints, and feedback Manage and resolve patient issues from start to finish with professionalism, empathy, and urgency Act as a liaison between patients and clinical and administrative teams to ensure timely resolution Identify trends in complaints and implement corrective action plans Patient Experience Oversight Observe in-clinic workflows and patient interactions to assess service quality Provide real-time and ongoing coaching to staff on delivering exceptional patient care Develop and implement strategies to enhance the overall patient experience Reputation Management Monitor and manage online reviews across all platforms Respond to patient reviews in a timely, professional, and brand-aligned manner Analyze feedback from patient surveys and online sources to drive improvements Develop initiatives to improve patient satisfaction scores and reduce negative reviews Survey & Feedback Programs Oversee patient satisfaction surveys, including distribution, tracking, and reporting Analyze survey data to identify trends, gaps, and opportunities for improvement Present actionable insights and recommendations to leadership Call Center & Communication Quality Oversee phone service standards and patient communication protocols Audit employee and patient calls to ensure quality, professionalism, and adherence to best practices Provide coaching and feedback to improve communication and patient engagement Training & Development Design and implement customer service training programs for staff Establish service standards and ensure consistency across all locations Lead ongoing training focused on empathy, communication, and service excellence Performance Improvement Develop and track KPIs related to patient satisfaction, service quality, and response times Drive initiatives aimed at decreasing poor reviews and improving overall patient perception Partner with leadership to align patient experience strategies with organizational goals

Qualifications:

3-5+ years of experience in patient experience, customer service, or healthcare operations Strong conflict resolution and problem-solving skills Excellent communication, interpersonal, and coaching abilities Experience with reputation management platforms and survey tools Ability to analyze data and translate insights into actionable improvements Highly organized, detail-oriented, and able to thrive in a fast-paced environment

Key Competencies:

Patient-first mindset Emotional intelligence and empathy Leadership and coaching ability Process improvement and critical thinking Accountability and ownership Strong attention to detail