Experience Manager in Dublin, Ohio at Donaldson Plastic Surgery, LLC

EXPERIENCE MANAGER

About Donaldson Health
Donaldson Health (“Donaldson”) provides surgical, non-surgical and wellness treatments to empower you to unleash your inner confidence and bring out the very best version of you.  We celebrate the uniqueness of each patient’s journey and provide an uplifting, empowered environment at the intersection of wellness and appearance — not a spa, and not a stuffy doctor’s office. 

We keep it real. We resemble our patients who are smart, active and down-to-earth, with families, hobbies and multiple interests. We identify with our patients’ concerns, understand their perspectives and are here to help. We take our jobs seriously and do not treat medical aesthetics like reality TV.  Because we understand the mind-body connection, we see the whole person — not just a body part or a quick-fix procedure. 
Donaldson Core Values

• Be The Highlight of Someone’s Day – Our patients come to us vulnerable, but not weak. We eradicate intimidation and offer radical acceptance.

• Exude Confidence - We find answers. We offer support and encouragement through scary the scary and unknown. We know our patients are going to LOVE IT.

• REALLY Care - We don’t fake interactions. We make the extra phone call and say the extra thank you. We humbly serve.

• Think Clearly and Wisely – We do what is right for the patient and we know why we do what we do. We make independent decisions with the patient’s satisfaction and safety in mind.

• Scrub in and Serve - Job descriptions define core responsibilities, and we believe it is our collective responsibility to step up and support each other when needed.

Experience Manager Overview
The Experience Manager at Donaldson has the important responsibility of providing the highest level of patient experience, ensuring the Donaldson standard is unmatched by any other. As the first point of contact for office visitors, the Experience Manager sets the tone for the rest of a patient’s visit with us, helping patients immediately gain the confidence that they made the right choice. A Donaldson Experience Manager also oversees the assigned general office operations, manages in-person transactions, rewarding and redeeming patient points, provides guidance to Experience Team Members, and actively assists in the development and implementation of Experience Team protocols.

Core Responsibilities of the Experience Manager

• Act as location manager, taking responsibility for all activities occurring in the space with a focus on upholding Core Values.
• “Wow” our in-office patients by creating an unmatched reception experience with a friendly, helpful, genuine and optimistic tone.
• Check-in patients for their appointments, ensuring the appropriate paperwork has been completed for their specific appointment(s).
• Check-out patients ensuring that their next appointments are secured on the schedule before they leave the practice.
• Accurately execute the patient check-in and check-out process, including preparing charts for the providers’ days and validating patient parking.
• Properly document patient charting with prompt scanning and noting.
• Accurately manage assigned inventory
• Coordinate shipping and tracking of patient orders, Lab draw processing, and supply deliveries.
• Understand and know clients to build relationships and facilitate genuine interactions; understand Practice offerings and products; review product history and learn what has and has not worked for clients in the past, making referrals for new products and procedures based on learnings.
• Manage office cleanliness and maintenance, providing prompt and clear communication to external vendors and internal stakeholders for all findings.
• Complete office opening and closing procedures, including locking and unlocking the door, arranging, tidying and restocking, turning lights off and setting the alarm.
• Accurately collect and track cash and check payments when needed for surgeries, appointments, and products; utilizing PatientNow, manage and update accounting reports as necessary with payments taken; ensure cash drawer is balanced and prepare the nightly deposit of checks and cash for the Finance team.
• Advocate for patient needs and act as Patient liaison across all teams
• Support Communication Center to rapidly respond to all patient inquiries.

Additional Responsibilities of the Experience Manager

• Appropriately escort patients to their assigned treatment room when needed to assist with keeping the clinic on time
• Work with the Operations Manager to develop and implement Experience Team protocols
• Assist with events by attending and offering support; discuss upcoming events with patients during the check-in and check-out process.
• Participate in brand marketing efforts and recruitment effort
• Scrub in and serve when possible; remove barriers for team members that may
• Communicate to leadership any opportunities for improvement
• Ensure confidentiality of patient information.
• Other duties as assigned

Desired Experience and Education

• 4-year degree in retail, hospitality, or related field required.
• 2-5 years industry experience
• Demonstrated strong written communication skills.
• Demonstrated superb customer service skills in a high-touch environment.

FLSA STATUS: Full-time, exempt employee.
LOCATION: Based in Columbus, OH at corporate office
TRAVEL: Less than 10%
REPORTS TO: Operations Manager
DIRECT REPORTS: N/A