Patient Experience and Retention Specialist

Were unique. You should be, too.

Were changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

Were different than most primary care providers. Were rapidly expanding and we need great people to join our team.

The Patient Experience & Retention Specialist supports the delivery of VIP-level patient experiences while contributing to retention initiatives across ChenMed medical centers. This role focuses on executing patient experience programs, analyzing basic metrics, and supporting cross-functional teams to enhance patient satisfaction and loyalty. The Specialist is an independent contributor that works under the guidance of leadership to help implement evidence-based practices that improve patient touchpoints and contribute to top decile performance outcomes.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Leads in the implementation of patient experience initiatives across the enterprise, which includes the creation of program documentation, creation and delivery of training, outcome reporting and leadership presentations

• Oversees day-to-day execution of patient experience programs and retention strategies

• Designs standards and improvement plans for patient experience activities across a matrixed environment

• Analyzes and creates comprehensive reports on patient satisfaction scores, NPS, and retention rates with recommendations for improvement

• Identifies and prioritizes trends and patterns in patient feedback and experience data and presents findings to leadership

• Develops actionable insights from patient experience and retention data

• Monitors and evaluates pre- and post-implementation outcomes of experience and retention initiatives

• Initiates process improvement initiatives to enhance patient touchpoints

• Manages multiple patient experiences and retention programs simultaneously within established timelines and provides timely updates on deliverables and risks to all stakeholders

• Implements evidence-based practices to optimize patient experience processes

• Assists in benchmarking activities against industry standards

• Works closely with medical center staff to understand patient experience challenges and to provide recommendations for improvement

• Partners with appropriate teams to create patient outreach resources and collateral

KNOWLEDGE, SKILLS AND ABILITIES:

• In-depth knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods

• Demonstrated knowledge of patient experience processes and service excellence strategies

• Familiarity with best practice patient/guest experience practices and methods

• Exceptional process design, problem solving, project management and change management skills

• High degree of objectivity skills

• Exceptional written and interpersonal communication skills

• Strong process and meeting facilitation skills

• Proficient in analytics and large-scale organizational change

• Initiative-taker with an entrepreneurial mindset

• Strong desire and willingness to provide both consultative/advisory support and firsthand execution

• Excellent ability to influence peers and leaders without formal reporting relationships/authority

• Ability to drive multiple pieces of work forward simultaneously

• Ability to work in a matrixed environment

• Advanced skill in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook; competent in other systems required for the position

• Ability and willingness to travel locally, regionally and/or nationally up to 20% of the time; flexible to work weekends as needed

• Spoken and written fluency in English

• This job requires use and exercise of independent judgment

EDUCATION AND EXPERIENCE CRITERIA:

• BA/BS degree in Healthcare, Business or Public Administration or a closely related field required OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis

• A minimum of 3 years work experience in patient experience, health care provider relations and/or health insurance patient services required

• Experience with Net Promoter Score (NPS) measure and improvement initiatives a plus

Were ChenMed and were transforming healthcare for seniors and changing Americas healthcare for the better. Family-owned and physician-led, our unique approach allows us to improve the health and well-being of the populations we serve. Were growing rapidly as we seek to rescue more and more seniors from inadequate health care.

ChenMed is changing lives for the people we serve and the people we hire. With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow. Join our team who make a difference in peoples lives every single day.

Current Employee apply HERE

Current Contingent Worker please see job aid HERE to apply