Job Description

The Manager of the Patient Experience is responsible for ensuring that patient feedback and concerns are actively integrated into the clinic’s day-to-day operations and long-term strategies. This role involves managing patient satisfaction initiatives, serving as a key advocate for patient needs, and ensuring that patient experiences are aligned with the clinic’s mission of providing compassionate and personalized care. The Manager works closely with staff across departments to resolve patient issues and implement improvements to enhance the overall patient experience.

Key Responsibilities:

1. Patient Feedback Management: Collect, analyze, and respond to patient feedback through surveys, interviews, and direct communication to understand patient needs, concerns, and experiences.
2. Patient Advocacy: Act as the primary point of contact for patients with concerns or complaints, ensuring that issues are resolved promptly and to the satisfaction of the patient.
3. Service Recovery: Develop and implement strategies to restore patient trust and satisfaction following service issues, and ensure follow-up with patients to verify successful resolution.
4. Cross-Department Collaboration: Work with medical, administrative, and support staff to address patient concerns and improve processes to enhance the patient experience.
5. Data Reporting and Analysis: Track patient feedback and satisfaction metrics, reporting trends and key insights to the clinic leadership to inform decision-making and operational improvements.
6. Patient Communication: Serve as the liaison between the clinic and patients to ensure clear, compassionate, and consistent communication throughout the patient’s fertility journey.
7. Training and Development: Provide training to staff on best practices for patient communication, empathy, and patient-centered care, ensuring that staff are well-equipped to handle patient concerns.
8. Continuous Improvement: Work to identify areas for improvement based on patient feedback and advocate for changes in clinic policies and procedures to enhance patient satisfaction and care.
9. Patient Education: Support the medical team in creating patient-friendly materials and communication to ensure patients have clear information throughout their treatment process.
10. Conflict Resolution: Facilitate the resolution of any disputes or misunderstandings between patients and staff, ensuring a positive and respectful outcome for all parties involved.

Qualifications:

1. Education: Bachelor’s degree in healthcare management, social work, patient advocacy, or a related field. Relevant experience may be considered in lieu of formal education.
2. Experience: Minimum of 3-5 years in patient services, healthcare management, or a related field, ideally within a fertility or specialized healthcare setting.
3. Skills:
4. Strong interpersonal and communication skills, with a focus on empathy and active listening.
5. Experience in managing patient feedback and satisfaction programs.
6. Ability to handle sensitive situations with professionalism and confidentiality.
7. Problem-solving skills and an analytical mindset to evaluate feedback and make actionable recommendations.
8. Familiarity with healthcare regulations (e.g., HIPAA).
9. Proficiency in patient satisfaction tools and healthcare management software.
10. Empathy and Compassion: Deep understanding of the emotional aspects of fertility care and an ability to relate to and advocate for patient needs.
11. Conflict Resolution: Ability to de-escalate and mediate issues between patients and staff with tact and care.
12. Attention to Detail: Ensures thorough documentation of patient concerns, resolutions, and follow-ups.
13. Teamwork and Collaboration: Works well with cross-functional teams to drive patient-centered changes and improvements.
14. Adaptability: Ability to respond to patient needs in a fast-paced healthcare environment with flexibility and patience.

This role is primarily based in the fertility clinic, with frequent interaction with patients, medical professionals, and administrative staff. The position may require occasional weekend or evening availability to address patient concerns in a timely manner.

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