Job Description: Patient Experience Team Manager

Location: : Hybrid (Remote & St. Louis/O’Fallon Offices/satellite locations)

Type: Full-Time

About Us:

At Ideal Eye Surgery, we embrace the evolution of eye care by leveraging cutting-edge technology and innovative surgical techniques. Departing from an era of the traditional, one-size-fits-all approach, we tailor our treatments to suit your unique needs.

In a landscape where many ophthalmology practices adhere to outdated methods, we are committed to investing time and expertise to uncover your ideal solution. Our dedicated team of experienced doctors prioritizes fostering strong collaborative partnerships with your primary eye care doctor, allowing them to continue the long-term care of your eyes. That enables us to provide you with an enlightening initial evaluation and opportunities for informed discussions that will guide you toward the best surgical decision.

Position Overview

The Patient Experience Team Manager is responsible for overseeing the daily operations of the Patient Experience team, ensuring that all roles are executing efficiently and effectively. This position focuses on coaching team members, supporting patient flow optimization initiatives, and ensuring a high level of accountability within the team. The Team Manager works closely with the Patient Experience Manager to share information, address patient flow gaps, and maintain seamless service delivery.

What We Offer:

Competitive total compensation package.
A dynamic and collaborative work environment.
The chance to make a significant impact in a growing practice.

Key Responsibilities:

- Patient Flow Optimization

Learn and communicate updates to patient flow processes, ensuring the team is well informed.
Share feedback with the Patient Experience Manager and Coordinator regarding gaps in the patient journey and potential improvements.
Document new training materials and updates related to patient flow changes.

-Coaching & Accountability

Provide direct coaching and support to team members to enhance service delivery and patient satisfaction.
Establish accountability measures for the team, ensuring that patient experience standards are consistently met.

- Collaboration with Training & Call Center Teams

Work with the Patient Experience Manager and Coordinator to align training efforts and ensure the team has the necessary resources and knowledge.
Communicate updates on patient flow and patient experience initiatives to the team.

- Performance Measurement

Collaborate with the Patient Experience Manager to drive team performance improvements based on key metrics and feedback.
Monitor team results and work with individual team members to coach them toward better outcomes.

- Patient Engagement Initiatives

Support the execution of patient engagement initiatives by ensuring team members are aligned with patient experience goals.
Encourage team participation in activities that promote open communication and patient feedback.

- Advocacy for Patient Experience

Act as a local advocate for patient experience within the team, ensuring that team members understand and are committed to the organization's patient-centered values.

- Administrative Support

Oversee team scheduling, ensuring adequate coverage and timely support for patients.
Monitor the team’s inventory and ensure necessary supplies are available for patient care and team operations.

- Required Qualifications and Skills

Experience in Patient Experience or Customer Service Management:

At least 3–5 years in a supervisory role, preferably in a healthcare setting, to demonstrate familiarity with patient interactions and service standards.

Leadership and Coaching Skills:

Proven ability to mentor, coach, and hold team members accountable, with examples of enhancing team performance.

Communication Skills:

Strong verbal and written communication skills for conveying patient flow updates, feedback, and coaching instructions clearly and effectively.

Organizational and Time Management Skills:

Demonstrated ability to manage schedules, inventory, and administrative tasks efficiently.

Proficiency in Data-Driven Decision-Making:

Experience with performance metrics and using feedback to improve outcomes, preferably with knowledge of relevant software like Excel, EMR systems, or other team management platforms.

Analytical Skills:

Ability to analyze patient flow and satisfaction data to identify trends, gaps, and areas for improvement.

Proactivity and Initiative:

A proactive approach to problem-solving and process improvement to continuously enhance patient flow, team dynamics, and patient satisfaction without needing constant direction.

Preferred Qualifications and Skills

Bachelor’s Degree in Healthcare, Business, or Related Field
Experience in Healthcare Administration or Patient Flow Coordination
Patient Advocacy Experience
Awareness of key principles in patient-centered care and engagement strategies

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

401(k)
401(k) matching
Dental insurance
Flexible schedule
Health insurance
Life insurance
Paid time off
Vision insurance

Schedule:

8 hour shift
Monday to Friday

Experience:

Customer service: 1 year (Preferred)

Ability to Commute:

O'Fallon, IL 62269 (Preferred)

Work Location: In person

Ideal Eye Surgery, LLC

New Jobs

Patient Experience Team Manager