Patient Experience Manager

Job Summary:

The Patient Experience Manager is responsible for delivering an exceptional, concierge-level experience to all customers. This role involves close collaboration with healthcare providers, coordination of medical services (including test requests and specialist referrals), and meticulous maintenance of customer records. Acting as the primary point of contact outside of the doctor, the Patient Experience Manager ensures customer satisfaction through proactive, compassionate, and thorough support for all aspects of their healthcare journey.

The role is fully remote / permanent work-from-home.

Key Responsibilities:

Patient Experience Oversight

• Serve as the primary point of contact for customers outside of the doctor, addressing their questions, concerns, and overall wellbeing.
• Continuously evaluate and improve processes to ensure patients receive high-quality, personalised care.

Care Coordination

• Collaborate with the doctor to create and manage medical test requests and specialist referrals, ensuring clarity and timeliness.
• Assist in managing prescriptions and facilitate customer-related tasks to support their overall health and treatment plans.

Communication & Liaison

• Act as a conduit between customers and the doctor, accurately relaying information and updates.
• Provide prompt follow-up on customer enquiries and liaise effectively with internal and external stakeholders.

Documentation & Record-Keeping

• Maintain comprehensive and up-to-date customer records, ensuring accuracy, confidentiality, and compliance with relevant regulations.
• Document all interactions and communications to provide seamless continuity of care.

Requirements:

Strong Work Ethic & Patient-Focused Mindset

• Demonstrated passion for helping customers achieve optimal health outcomes.
• Willingness to go above and beyond, embodying the company’s principle of “Over the Top Execution.”

Technical Proficiency

• Comfortable working remotely and adept at using digital tools.
• Ability to learn and adapt to new software or platforms swiftly.

Communication Skills

• Professional fluency in English (written and spoken).
• Strong interpersonal skills, with the ability to make nuanced and context-heavy decisions.

Proactive & Detail-Oriented

• Capacity to identify potential issues, troubleshoot effectively, and propose innovative solutions.
• Attentive approach to record-keeping and customer follow-up.

Join our organisation and be part of a team redefining customer care in a concierge medical practice—where technology, empathy, and proactive support converge to create an unparalleled customer service experience.

Job Summary:

The Patient Experience Manager is responsible for delivering an exceptional, concierge-level experience to all customers. This role involves close collaboration with healthcare providers, coordination of medical services (including test requests and specialist referrals), and meticulous maintenance of customer records. Acting as the primary point of contact outside of the doctor, the Patient Experience Manager ensures customer satisfaction through proactive, compassionate, and thorough support for all aspects of their healthcare journey.

The role is fully remote / permanent work-from-home.

Key Responsibilities:

Patient Experience Oversight

• Serve as the primary point of contact for customers outside of the doctor, addressing their questions, concerns, and overall wellbeing.
• Continuously evaluate and improve processes to ensure patients receive high-quality, personalised care.

Care Coordination

• Collaborate with the doctor to create and manage medical test requests and specialist referrals, ensuring clarity and timeliness.
• Assist in managing prescriptions and facilitate customer-related tasks to support their overall health and treatment plans.

Communication & Liaison

• Act as a conduit between customers and the doctor, accurately relaying information and updates.
• Provide prompt follow-up on customer enquiries and liaise effectively with internal and external stakeholders.

Documentation & Record-Keeping

• Maintain comprehensive and up-to-date customer records, ensuring accuracy, confidentiality, and compliance with relevant regulations.
• Document all interactions and communications to provide seamless continuity of care.

Requirements:

Strong Work Ethic & Patient-Focused Mindset

• Demonstrated passion for helping customers achieve optimal health outcomes.
• Willingness to go above and beyond, embodying the company’s principle of “Over the Top Execution.”

Technical Proficiency

• Comfortable working remotely and adept at using digital tools.
• Ability to learn and adapt to new software or platforms swiftly.

Communication Skills

• Professional fluency in English (written and spoken).
• Strong interpersonal skills, with the ability to make nuanced and context-heavy decisions.

Proactive & Detail-Oriented

• Capacity to identify potential issues, troubleshoot effectively, and propose innovative solutions.
• Attentive approach to record-keeping and customer follow-up.

Join our organisation and be part of a team redefining customer care in a concierge medical practice—where technology, empathy, and proactive support converge to create an unparalleled customer service experience.