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Patient Experience Specialist

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Hanger, Inc.

Oct 29

Applications are closed

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Healthcare
  • United States
    Remote

Requirements

  • HS diploma or equivalent
  • 2 years’ experience patient/customer services role, preferably in O&P industry

Responsibilities

  • Monitor and route referrals received via phone, e-mail, and social media vehicles in accordance with established service standards.
  • Follow up with offices to ensure that patient has been seen.
  • Maintain documentation regarding new referral source information, patient information and patient status.
  • Maintain all PHI in accordance with HIPAA and Hanger Compliance Standard Operating Procedure.
  • Drive results in assigned specialty area:
  • Live Chat / Digital Communications: drive enhancement and expansion of Live Chat software tool across Hanger including the RCM function; reporting capabilities, track software updates, and assist in programming key words and automated responses to drive accuracy and efficiency while maintaining knowledge of current digital communication options available.
  • Reputation Management / Customer Feedback: capture patient and customer feedback; assist in designing work procedures that compile feedback from social media, NPS, email and other sources. Identify the most effective reporting/analytics method to trend customer feedback across platforms and best practices for distributing information across the organization.
  • Patient Liaison / Communication Logistics: design work processes to collect patient inquiries and track conversion of those inquiries into patient appointments; assist in planning and execution of PEC and other patient retention activities. Identify the most successful methods of communication between patients, clinics and the National Contact Center and implement processes to facilitate the most effective communication paths. Development of technical proficiency in NextGen scheduling and tasking as well as thorough knowledge of scheduling templates.

FAQs

What is the role of a Patient Experience Specialist at Hanger, Inc.?

The Patient Experience Specialist is responsible for answering calls to the Hanger Clinic National Contact Center, providing outstanding customer service, monitoring referrals, following up with clinic staff, and assisting in specialty areas related to patient experience.

What qualifications are required for this position?

Candidates must have a high school diploma or equivalent and at least 2 years of experience in a patient/customer service role, preferably in the orthotic and prosthetic (O&P) industry.

What are some of the key responsibilities of this role?

Key responsibilities include monitoring and routing referrals, maintaining documentation of patient information, following up with offices to ensure patient visits, and assisting in various specialty areas such as digital communications, reputation management, and patient liaison activities.

Is there a specific software knowledge required for this position?

Yes, a thorough knowledge of scheduling templates and technical proficiency in NextGen scheduling and tasking is needed.

What skills are considered important for success in this role?

Important skills include strong PC skills, project management abilities, effective oral and written communication, excellent interpersonal skills, and the ability to self-manage while identifying necessary workloads.

What is the pay range for the Patient Experience Specialist position?

The pay range for this position is between $17.20 to $22.00 per hour, along with an annual bonus of up to 5% of base pay, dependent on bonus criteria.

What benefits does Hanger, Inc. offer to its employees?

Hanger, Inc. offers competitive compensation packages, paid holidays and time off, medical, dental, and vision benefits, a 401k savings plan, paid parental leave, flexible work schedules, student loan repayment assistance, mentorship programs, and more.

Does Hanger, Inc. provide equal employment opportunities?

Yes, Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship, without discrimination or harassment based on various protected characteristics.

How does the company emphasize patient care in this role?

The Patient Experience Specialist is expected to keep the patient at the center of everything they do, building lifelong trust and fostering open collaboration with patients and clinic staff.

What kind of training will be provided for this role?

While specific details about training are not provided, it is expected that employees will receive the necessary training to develop proficiency in systems, processes, and job responsibilities related to the Patient Experience Specialist role.

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Hanger, Inc.

Empowering Human Potential

Science & Healthcare
Industry
501-1000
Employees
1861
Founded Year

Mission & Purpose

Headquartered in Austin, Texas, Hanger, Inc. is a leading provider of orthotic and prosthetic (O&P) patient care services and products. The company operates as an ecosystem of diversified companies delivering complementary solutions to individuals and providers with O&P needs, and is organized in two business segments – Patient Care and Products & Services. Through its Patient Care segment, Hanger provides comprehensive, outcomes-based O&P services to individuals of all ages at more than 925 Hanger Clinic locations nationwide. Through its Products & Services segment, Hanger serves the broader O&P community and skilled nursing facilities through designing and distributing branded and private label O&P devices, products and components, and post-acute rehabilitative solutions. Rooted in clinical research, excellence, and innovation, Hanger is a purpose-driven company focused on empowering human potential.