Manager of Patient Experience

Job Description

Job Description

Job Title: Manager of Patient Experience
Company: Groth Pain & Spine
Reports To: Director of Operations

Position Summary:
The Manager of Patient Experience is responsible for elevating the overall patient journey across all touchpoints within Groth Pain & Spine. This role serves as the primary advocate for patients, ensuring their voices are heard, concerns are resolved, and experiences consistently exceed expectations. The ideal candidate is highly service-oriented, proactive, and skilled at identifying opportunities to improve patient satisfaction and operational excellence.

Key Responsibilities:

• Patient Advocacy & Issue Resolution
  • Serve as the primary point of contact for patient concerns, complaints, and feedback
  • Manage and resolve patient issues from start to finish with professionalism, empathy, and urgency
  • Act as a liaison between patients and clinical and administrative teams to ensure timely resolution
  • Identify trends in complaints and implement corrective action plans
• Patient Experience Oversight
  • Observe in-clinic workflows and patient interactions to assess service quality
  • Provide real-time and ongoing coaching to staff on delivering exceptional patient care
  • Develop and implement strategies to enhance the overall patient experience
• Reputation Management
  • Monitor and manage online reviews across all platforms
  • Respond to patient reviews in a timely, professional, and brand-aligned manner
  • Analyze feedback from patient surveys and online sources to drive improvements
  • Develop initiatives to improve patient satisfaction scores and reduce negative reviews
• Survey & Feedback Programs
  • Oversee patient satisfaction surveys, including distribution, tracking, and reporting
  • Analyze survey data to identify trends, gaps, and opportunities for improvement
  • Present actionable insights and recommendations to leadership
• Call Center & Communication Quality
  • Oversee phone service standards and patient communication protocols
  • Audit employee and patient calls to ensure quality, professionalism, and adherence to best practices
  • Provide coaching and feedback to improve communication and patient engagement
• Training & Development
  • Design and implement customer service training programs for staff
  • Establish service standards and ensure consistency across all locations
  • Lead ongoing training focused on empathy, communication, and service excellence
• Performance Improvement
  • Develop and track KPIs related to patient satisfaction, service quality, and response times
  • Drive initiatives aimed at decreasing poor reviews and improving overall patient perception
  • Partner with leadership to align patient experience strategies with organizational goals

Qualifications:

• 3–5+ years of experience in patient experience, customer service, or healthcare operations
• Strong conflict resolution and problem-solving skills
• Excellent communication, interpersonal, and coaching abilities
• Experience with reputation management platforms and survey tools
• Ability to analyze data and translate insights into actionable improvements
• Highly organized, detail-oriented, and able to thrive in a fast-paced environment

Key Competencies:

• Patient-first mindset
• Emotional intelligence and empathy
• Leadership and coaching ability
• Process improvement and critical thinking
• Accountability and ownership
• Strong attention to detail