Patient Experience Director in Remote at Ivim Services LLC

Job Title: Director of Patient Support

Department: Support

Reports To: VP of Operations

Compensation: $90,000 per year

Position Overview

The Director of Patient Support at Ivím Health is a key leadership role focused on optimizing patient satisfaction, engagement, and quality of care. This position oversees Patient Experience Specialists, ensuring that key performance indicators (KPIs) are met while maintaining exceptional patient satisfaction. The ideal candidate is a proactive, compassionate leader with a strong background in healthcare management, patient relations, and continuous improvement.

About Us

At Ivim, we are dedicated to the journey of health and well-being. Partnering with patients, we commit ourselves to personalizing and prioritizing health and wellness. Our approach is centered around the patient, their individual needs, and unique perspectives, fostering a collaborative relationship that empowers them to lead fuller, healthier lives. Through innovation, compassion, and continuous learning, we strive to create a world where personalized care is accessible and affordable, ensuring everyone has the opportunity to enjoy a life enriched by physical, mental, and emotional well-being.

Key Responsibilities

Develop and Implement Patient Experience Strategies

•Collaborate with leadership to align patient experience strategies with organizational goals.

•Establish and monitor KPIs to measure the effectiveness of patient experience initiatives.

•Oversee daily team operations, assignments, and strategy execution.

•Manage HR functions, including attendance, payroll, and performance oversight.

Training and Education

•Work alongside the Training and Onboarding Specialist, Peer Trainers, and Clinical Supervisors to design and deliver staff training programs.

•Foster enhanced communication, empathy, and patient-centered care practices among staff.

•Educate employees on the importance of patient satisfaction and its impact on healthcare outcomes.

Patient Engagement Programs

•Develop and manage patient engagement programs to promote positive healthcare experiences.

•Utilize tools like surveys and focus groups to gather patient feedback and insights.

Complaint Resolution

•Manage Tier 2 and Tier 3 patient complaints, including pharmacy-related issues.

•Provide oversight of ticketing systems and specialized areas within Zendesk (e.g., Billing, Order Changes, Medical Requests).

•Collaborate with departments to address and mitigate recurring issues affecting patient satisfaction.

Quality Improvement

•Analyze patient feedback and patient support performance to identify areas for improvement.

•Lead cross-functional teams in implementing initiatives to enhance the patient experience.

Staff Collaboration, Oversight, and Management

•Foster a culture of patient-centric care among healthcare providers and support staff.

•Oversee employee performance, productivity, and HR-related matters (e.g., attendance, performance improvement plans).

•Participate in recruitment efforts, including interviewing candidates as needed.

Technology Integration

•Identify and implement technology solutions that improve the patient experience, such as enhanced chat and digital communication tools (e.g., Zendesk).

Qualifications

•Bachelor’s degree in healthcare administration, business, or a related field.

•Proven experience in healthcare management with a focus on patient experience and satisfaction.

•Strong knowledge of healthcare regulations, compliance, and quality standards.

•Exceptional communication and interpersonal skills.

•Data-driven problem-solving abilities.

•Familiarity with patient engagement strategies and best practices.

•Dedication to continuous improvement and patient-centered care.

What We Offer

•Competitive salary and comprehensive benefits.

•PTO (Paid Time Off), Paid Holidays, Floating Holidays, and a matching 401K.

•A creative and innovative work environment with opportunities for growth and professional development.