Patient Experience Manager

The Company
Person by person, we believe we can reimagine mental healthcare for everyone, at any point in their lives. We are a human potential brand-obsessively focused on guiding the individual toward comprehensive mental healthcare, and being an ally to everyone no matter where they are. We compete on frictionless urgent access to affordable mental healthcare including depression and anxiety, and well beyond that, too. From acute crisis to long standing challenges, we help people heal by connecting them with care so they can lead more fulfilling lives.
We believe the pursuit of better mental healthcare is never finished, never stops, and is always just beginning.
The Opportunity
A Manager of Patient Experience at Mindful Care, possessing a comprehensive repertoire of skills, is entrusted with the meticulous execution of all patient-facing duties and inquiries, exemplifying unparalleled standards of customer service. Positioned as the quintessential ambassador of Mindful Care, the incumbent assumes the pivotal role of embodying the organization's ethos and values. Integral to this role is the oversight of Patient Experience Coordinators, who are entrusted with the tasks of managing patient scheduling/rescheduling, facilitating payment collections, and addressing inquiries pertaining to Mindful Care services across various communication channels including phone calls, texting, and email, spanning all operational locales. The Manager will be responsible to inadeptly triage incoming inquiries from diverse organizational departments, as well as orchestrating the re-engagement of patients who have failed to honor their scheduled appointments. Central to their mandate is the cultivation of a harmonious and efficient operational milieu within their designated offices, overseeing staffing dynamics, and ensuring a seamless interface between Patient Operations and Clinical communication. The Manager assumes the role in the onboarding and training of new Patient Experience Coordinators, thereby fostering a culture of excellence and continuous improvement. The incumbent diligently captures, analyzes, and promotes key performance metrics and KPIs, thereby facilitating informed decision-making and organizational enhancement. It is imperative that the ideal candidate for this role possesses a robust background in Business and Data Analytics, demonstrating proficiency in leveraging data-driven insights to inform strategic decision-making and drive operational excellence. Furthermore, a nuanced understanding of healthcare trends, coupled with a business mindset, is paramount for effectively navigating the dynamic landscape of modern healthcare delivery.
Responsibilities

• Coordinates and manages PXCs (US-based and Offshore), facilitates interdepartmental communication, and allocates tasks and resources as needed
• Collects and analyzes information, resolves discrepancies, and makes strategic recommendations to the Director of Operations
• Provides secondary support to the Director of Operations and the PXC Team Lead (if applicable)
• Conduct 30/60/90 Onboarding Goals and check-ins on all direct reports
• Decision driver for payment related issues escalated by PXC
• Responsible for the maintenance of the Net Promoter Score (NPS) for the assigned clinics
• Interact with prospective patients to connect them to Mindful Care
• PXC Administrative oversight (PTO requests, PXC Payroll/Timecards, PXC Scheduling, PXC Mindful Performance Review Process)
• Create and maintain SOPs
• Responsible for Clinic Utilization maintenanceand Pod Supervision
• Triage all incoming inquiries for other departments
• Monthly site visits
• PXC Talent Acquisition & Staff Onboarding and Training
• Proactively outreach to patients who experience is challenging
• Re-engage lost patients and no-shows
• Other tasks as assigned by Leadership

Reports to : Director, Operations
Qualifications

• 2+ years' experience managing hourly employees in an office environment
• Strong knowledge of standards, regulations, and best practices, with a strong customer success rate and background
• Familiarity with provider insurance eligibility and verification processes
• Excellent attention to detail and accuracy, with the ability to manage multiple tasks and deadlines effectively
• Exceptional organizational and communication skills, with the ability to collaborate with diverse stakeholders
• Knowledge of HIPAA regulations and the ability to maintain confidentiality of sensitive provider information
• Strong analytical and problem-solving skills, with the ability to identify process improvements and implement changes effectively
• Bachelor's degree preferred
• Dual language preferred

Position Type & Schedule
Position: Exempt, W2, Full-Time
Schedule: Monday - Friday 8AM- 5PM Variable)
Location: Long Island, NY (covering LI offices/NYC offices)
Salary: Starting at $60,000 per annum
About Us
Mindful Care is the first ever same-day mental health company focused on providing urgent psychiatric care, group therapy, and individual therapy, all covered by many insurance providers - including Medicare. Powered by innovative technology, Mindful Care patients don't have to wait weeks to see a qualified mental health provider. The company offers in-person and telehealth options, including for addiction recovery.
And, if you or a loved one are seeking mental health treatment, we offer telepsychiatry appointments for people in CT, FL, IL, NJ, MI, and NY. Click here to get started.
The following resources provide free and confidential 24/7 support:

• Suicide & Crisis Lifeline Call 988
• Crisis Text Line Text HOME to 741741
• Trevor Lifeline Call 1-866-488-7386

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.
Mindful Care respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Mindful Care, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA). Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information.
Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals.