Director of Experience and Concierge - Roseville, United States - SerenityAG

Description

About Us:

Located in the heart of Roseville, CA, Serenity AG is opening a new, innovative mental health practice meticulously designed down to every detail to deliver the most amazing patient experience possible.

Our new location specializes in treating treatment resistant depression, anxiety, PTSD, and other related medical and behavioral health issues. Everything we do is driven by our desire to offer the best in care and experience for our patients.

Our top-tier providers are the best in their field, our facility is designed for unparalleled comfort in every aspect, our Patient Advocate team is simply unmatched anywhere.

Every patient has a personal Patient Advocate that will assist in every detail from scheduling, transportation, in-clinic amenities, and handle 100% of all paperwork related to insurance.

Our patients have the luxury of focusing on their healing while we do the utmost to handle every other detail for them.

Responsibilities:

• Ensure that every patient feels like they are the only patient we serve; help them to realize the most amazing, personalized, comforting experiences ever achieved in healthcare.
• Directly oversee the daytoday operations of the clinic to ensure exceptional experiences for our patients and provider staff. Embrace a style of "management by example."
• Responsible for timely opening and secure closing of the Clinic and its start/endof day procedures; ensuring staff coverage for patient arrivals/departures, checkin/out procedures, and escorting throughout the facility as needed.
• Lead the inclinic team to always ensure a 100% patientcentric culture. This includes managing the staff (except billable providers) such that they are fully trained and held fully accountable for delivering on our promise to the patients. Work with HR on performance reviews, recognitions, disciplinary actions, and terminations.
• Conduct your behavior with the highest level of empathy, integrity, and honesty at all times.
• Anticipate patient needs and expectations. Learn about each patient's personal preferences, likes, and dislikes with regards to receiving amazing healthcare. Document the information appropriately for future use to further enhance the patient experience.
• Review daily/weekly appointment calendars, ensure timely arrivals/departures of patients to/from the clinic to ensure proper handling of all patients (including VIPs), their preferences and be able to discuss in daily and weekly internal meetings.
• Coordinate correspondence with patients pre and post appointments.
• Provide seamless arrival/departure experience for all patients starting from profile check, prearrival communications, treatment room inspection, meet and greet, inroom check in, personalized amenity requests, and individualized safety requirements.
• Provide input into the development and administration of policies and protocols that will help enhance the patient experience.
• Collaborate with and marshal resources from our broader crossfunctional team that shares the unified vision of delivering the absolute best patient care and experience.
• Handle patient interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolving patient issues and assisting with patient inquires as required ensuring patient issues are resolved in the most expeditious manner (e.g. <2 hrs.). Effectively address, as a top priority, any patient related issues that may arise prearrival or while inclinic. Leverage the Patient Advocate team to assist whenever needed.
• Ensure prompt follow up on any patient specific issues, requests (to include amenities, room set ups, priorauthorizations, financials, etc.).
• Assist patients in all inquiries in connection with clinic services, guidelines, procedures, and other elements and programs designed to allow patients (and their loved ones) to focus on their treatments and the betterment of their health.
• Continually work to develop new, creative, concierge experiences to enhance the enjoyment of our patients.
• Work closely with the Chief Medical Officer to ensure 100% compliance with regulations and clinic policies and procedures.
• Responsible for ensuring everyone's compliance with all aspects of patient privacy, patient Protected Health Information (PHI), and HIPAA and related regulations.
• Ensure all appropriate inventories are properly ordered and maintained.
• Perform any additional duties as assigned by the management.

Qualifications:

• Exceptional organizational skills, attention to detail, problem solving abilities and the ability to manage several demanding tasks in a consistently busy environment.
• Strong managerial skills are essential; expertise in team coaching and development is a must.
• Excellent personal presentation and interpersonal skills; must present a polished, positive, empathetic, and professional image at all times.
• Passionate about the patient journey & experie