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Form of workJob Description
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), facilitate 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 maintenance and Pod Supervision.
- Triage all incoming inquiries for other departments.
- Monthly site visits.
- PXC Talent Acquisition & Staff Onboarding and Training.
- Proactively outreach to patients whose 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
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.
About Mindful Care:
At Mindful, we believe that mindful treatment starts with having the most caring staff that embrace the Patient Experience. Our staff of talent varies across many professional and experiential domains and we are always looking to expand on our services and those who provide them.
