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Form of workDuly is seeking a Manager of Patient Experience who is an independent, quick thinker ready to be instrumental in the development, and promotion of a patient centered culture in a fast-paced environment with an emphasis on outstanding service and patient loyalty. This data driven individual will use structure to utilize experience, interpersonal skills, and initiative in maximizing service, quality, productivity and promote strong client relations.
Duly is seeking a Manager of Patient Experience who is an independent, quick thinker ready to champion our commitment to delivering outstanding patient care and satisfaction. The ideal candidate will be instrumental in the development, and promotion of a patient centered culture. This data driven individual will use structure to utilize experience, interpersonal skills, and initiative in maximizing service, quality, productivity and promote strong client relations.
ResponsibilitiesHow will you deliver the extraordinary:
1. Collaborate with departments to create and enforce patient-centric protocols and initiatives.
- Work closely with clinical team members, including Central Nurse Triage, clinic staff, MA's, LPN/RNs, and APPs to train staff in delivering patient care and develop a standardized clinical onboarding experience.
- Partners with Marketing team to manage online platforms, including patient portals and social media. Familiarity with digital communication tools for appointment reminders, confirmations, and online paperwork distribution.
- Strategize with leadership teams to streamline patient processes and enhance overall patient care. Willingness to contribute ideas and suggestions for improving Patient Experience across the organization
2. Cultivate a culture of empathy, respect, and excellence in patient care throughout the organization.
- Dedicated to reducing patient wait times through efficient scheduling and workflow management.
- Sets clear expectations for office staff regarding patient interactions and service standards.
- Adapts to changing situations and patient needs, ensuring a seamless experience. Strong problem-solving skills to address patient concerns and find effective resolutions.
- Train and mentor staff members on best practices for patient interaction and engagement.
3. Develop, implement, and continually refine strategies to improve Patient Experience, satisfaction, and retention.
- Analyze patient feedback, surveys, and data to identify areas for improvement and implement action plans accordingly.
- Reviews call center and phone interactions, schedule processes, online patient platforms, and establishes best practices.
- Review patient feedback and trends with clinical support, risk management, and claims departments.
- Generates and delivers reports on the progress, setbacks, and overall status of patients.
At Duly, good enough isn't for us. Our team members show up every day driven to exceed expectations. We see and support the remarkable in every person within and beyond the walls of our work by offering the following benefits:
- Comprehensive medical and prescription drug benefits that include medical coverage at 100% (after deductible) when utilizing a Duly provider.
- $5,250 Tuition Reimbursement per year.
- 40 hours paid volunteer time off.
- A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact
- 12 Weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members.
- 401(k) Match
Position Overview:
- Work Hours: Full-Time, Monday - Friday; Monday - Friday; 8:00 am - 5:00pm. Hours may vary.
- Primary Location: Downers Grove, IL - Hybrid.
- Please note, this position will require travel to multiple locations within Chicagoland suburbs.
Required Experience:
- Bachelor's degree required.
- Must have at least 3-5 years of healthcare administration experience in a Healthcare environment having worked directly with physician/clinical
- Analytical mindset with the ability to interpret data and drive actionable insights
- Strong understanding of patient-centered care principles and methodologies
