Patient Experience Manager at OrthoTexas Physicians & Surgeons

Carrollton, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Feb, 26

Salary

0.0

Posted On

05 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Leadership, Call Center Management, Analytical Skills, Interpersonal Skills, Conflict Resolution, Teamwork, Empathy, Listening, Presentation Skills, Prioritization, Medical Terminology, Insurance Knowledge, EMR Systems, Coaching, Problem Solving

Industry

Hospitals and Health Care

Description

Description *Clinical Call Center* Why UMP? UMP is a physician-led organization focused on transforming musculoskeletal care through innovation, collaboration, and operational support. This role allows you to be part of that mission—delivering high-quality spine care in a thriving clinical environment. About OrthoTexas: #OTX OrthoTexas is recognized for its advanced treatment options, multidisciplinary approach, and dedication to improving patients’ quality of life. As part of this team, you’ll work alongside top spine specialists in a supportive and forward-thinking practice. Benefits: Healthcare Options: PPO, HDHP, and Surest plans with a $100/month tobacco-free discount Dental & Vision Insurance 401(k) with Annual Employer Contributions Additional Coverage: HSA/FSA, short- and long-term disability, life and AD&D, legal assistance, and more Employee Assistance Program (EAP): Employer-paid support for life’s challenges Generous Paid Time Off: Up to 2 weeks of PTO starting out. (Increases with tenure) 7 paid holidays + 2 floating holidays Benefits: Healthcare Options: PPO, HDHP, and Surest plans with a $100/month tobacco-free discount Dental & Vision Insurance 401(k) with Annual Employer Contributions Additional Coverage: HSA/FSA, short- and long-term disability, life and AD&D, legal assistance, and more Employee Assistance Program (EAP): Employer-paid support for life’s challenges Generous Paid Time Off: Up to 2 weeks of PTO starting out. (Increases with tenure) 7 paid holidays + 2 floating holidays SUMMARY: This position is responsible for managing a team of appointment schedulers and operators and assuring that they provide timely and best-in-class customer service and patient access. This leader will develop appropriate reports and establish KPI’s for the organization and individual agents. They will assist with escalated calls, implement any procedural changes, provide coaching and counseling to increase staff knowledge. The leader will be directly responsible for creating a positive learning environment that delivers quality customer service. The role requires exceptional customer service and influential leadership skills. Proven call center supervisory experience along with planning and workforce implementation of new processes is a must for this position. This leader functions as a member of the collaborative operations team, interacting with directors, IT leaders, managers, and other supervisors. The leader’s analytical skills will aid them in their ability to break problems into parts to see relationships or interdependencies, making projections for the timely management of staff and call volume. QUALIFICATIONS AND EXPERIENCE: Knowledgeable in orthopedic terminology, basic clinical functions, administrative practices, operational systems and procedures in medical setting preferred. Understanding of Medical terminology and knowledge of Medicare, Managed care and commercial insurances products and plans preferred. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to sort and file materials correctly by alphabetic and numeric systems. Knowledge of medical terminology preferred basic knowledge of insurance plans a plus. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. To perform this job successfully, an individual should be able to operate a computer and have knowledge of Electronic Medical Records (EMR) systems, preferably Athenahealth. Demonstrated effective interpersonal skills, including verbal and nonverbal communication, the ability to handle conflict, teamwork, empathy, listening, and a positive attitude. Effective presentation skills. Ability to prioritize multiple duties in a fast-paced environment Requirements Bachelor's degree (Preferred but not required) Minimum of 3-5 years of customer service experince Minimum of 2 years of experience in a leadership position in clinical/medical call center- Strongly Preferred AthenaHealth EMR experince

Responsibilities

This position is responsible for managing a team of appointment schedulers and operators to ensure timely and best-in-class customer service and patient access. The leader will develop reports, establish KPIs, assist with escalated calls, and create a positive learning environment.