Patient Experience Manager - Fort Lauderdale, United States - Palm Medical Centers

Description

Job Description

Job Description


Title:
Patient Retention Manager

Worksite:
HQ (Coral Gables, FL) based with 50% travel to centers in CFL, FL and Texas

Language:
Bilingual required


Job description:
Oversees programs, processes and metrics directly related to customer retention, loyalty, and churn. Works with the operational and marketing teams to plan and implement data-led strategies to reduce patient churn. Goal of manager is to foster patient loyalty and build connections between patients and our clinics. Performance to be evaluate based on KPIs including voluntary disenrollment rates, google review ratings and patient satisfaction surveys.

Key Responsibilities:
Planning data-led churn reduction tactics and overseeing implementation in a patient-first manner.
Monitoring relevant metrics for patient retention
Creating automated processes for tracking churn leading indicators and creating program to proactively contact customers whenever they're in danger of churning
Analyzing, researching customer behavior, and creating predictive models of the patient journey
Analyzing churn reasons, conducting patient interviews to determine why patients are leaving
Creating, tracking and measuring patient retention programs

Skills and competencies:

Minimum 3 years of experience in Customer Success or Customer Support, with at least 1 year in a patient retention process leadership role.

Must have excellent oral and written communication skills, including ability to communicate effectively and with patients and family members who speak English as a second language.

Highly enthusiastic and confident communication style capable of motivating others.
Must have a commitment to teamwork and collaboration.
Advanced knowledge of churn reduction tactics and experience implementing them
High emotional intelligence and empathy skills.
Excellent customer service skills.
Strong analytical and goal-oriented mindset backed by basic-to-advanced project management knowledge.

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