Patient Experience Manager - NYC Medical Practice

We are a prestigious medical practice seeking a Patient Experience Manager to lead front desk operations and enhance the patient journey. This role partners closely with Patient Consultants and Clinical Staff to ensure all patient needs are met and expectations are exceeded. The ideal candidate will be proactive, detail-oriented, and dedicated to delivering a seamless, high-end experience from arrival to follow-up.

Key Responsibilities

Patient Experience & Engagement:

• Own the patient journey from check-in to check-out, ensuring exceptional service and personalized attention.
• Anticipate patient needs and provide thoughtful touches, such as refreshments and comfort items, to enhance their visit.
• Conduct timely follow-ups on all patient inquiries and post-procedure care.

Operational Excellence:

• Ensure all front desk team members are fully trained and proficient in onboarding procedures, SOPs, and patient experience protocols.
• Maintain detailed documentation of patient interactions, ensuring seamless communication and handoffs across departments.
• Manage and optimize the daily schedule, ensuring accuracy in patient records and minimizing last-minute changes for clinical staff.

Luxury Brand-Level Service:

• Execute both voice and face-to-face interactions using hospitality techniques aligned with luxury brand standards.
• Uphold a polished, professional demeanor that reflects the practice’s high-end brand and commitment to excellence.

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Qualifications & Requirements

• Proven experience in patient experience, luxury hospitality, or high-end customer service settings.
• Strong attention to detail, organizational skills, and the ability to anticipate needs.
• Excellent communication skills and the ability to create a welcoming, seamless experience.
• Proficiency with scheduling systems and patient record management.

Compensation & Benefits

• Salary: $100K–$120K, commensurate with experience.
• Benefits: Excellent medical coverage and additional perks.

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Please submit your resume for consideration!