At Valora Medical Group, we’re redefining what patient-centered care looks like. We’re not just answering calls or scheduling visits, we’re creating meaningful experiences that build trust, improve outcomes, and make patients feel seen and valued.
We’re seeking a bilingual (English/Spanish) Patient Experience & Communications Manager who is passionate about elevating service standards, optimizing communication channels, and leading initiatives that directly impact patient satisfaction across our organization.
If you thrive in a fast-paced environment and are driven by results, leadership, and innovation, we want you on our team!
Job Summary
The Patient Experience & Communications Manager is responsible for overseeing patient interactions across multiple communication channels, ensuring exceptional customer service, and driving improvements in patient satisfaction. This role will monitor and manage the phone system, audit calls, oversee KPIs, manage outbound patient outreach, and handle online reputation management. Additionally, this position will manage after-hours service calls to ensure all patient concerns are appropriately handled by providers and office staff. The role requires strong leadership, analytical, and communication skills to enhance the overall patient experience at all clinic locations.
Essential Duties and Responsibilities:
Call Management & Quality Assurance
- Monitor and manage the phone system to ensure optimal functionality and efficiency.
- Audit incoming and outgoing calls to assess adherence to quality standards.
- Ensure that all KPIs related to call handling, response times, and service quality are consistently met.
- Provide coaching and training to clinic staff and managers to enhance phone interactions and overall customer service.
After-Hours Call Management
- Oversee after-hours service calls, ensuring that all patient inquiries and concerns are addressed by the appropriate provider or office staff.
- Track and follow up on unresolved after-hours calls to guarantee patient needs are met in a timely manner.
- Collaborate with clinic managers to ensure proper protocols are followed for handling urgent patient calls outside of business hours.
Complaint Resolution & Escalations
- Handle patient complaints and escalations, ensuring timely and professional resolution.
- Document and analyze complaint trends, presenting key findings and recommendations to the management team.
- Collaborate with managers and clinic staff to implement corrective actions and prevent recurring service issues.
Outbound Patient Engagement & Scheduling
- Manage and execute outbound campaigns to improve patient engagement, including: scheduling Annual Wellness Visits (AWVs), following up on missed appointments, contacting patients for post-visit follow-ups and care reminders
- Ensure efficient and effective patient outreach by leveraging call scripts, automation tools, and follow-up strategies.
Social Media & Online Reputation Management
- Monitor, manage, and respond to online patient reviews and comments across social media platforms (Google, Facebook, Healthgrades, etc.).
- Track and report clinic and provider ratings, identifying trends and areas for improvement.
- Develop and execute reputation management strategies to enhance public perception and patient trust.
- Collaborate with the marketing team to address patient concerns and improve online presence.
Patient Satisfaction & Continuous Improvement
- Regularly review patient satisfaction surveys and identify areas for service enhancement.
- Work closely with clinic managers and regional leadership to implement improvements based on patient feedback.
- Develop and recommend training programs or process changes to improve overall patient experience.
Additional Responsibilties
- Act professionally and treat patients, co-workers, and leadership with respect.
- Motivate and empower the teams to maximize outcomes and maintain a positive work environment.
- Adheres to and models company standards, processes, and protocols including but not limited to attendance, schedule adherence, industry requirements.
- Lead by example and champion Valora’s vision, mission, and values
- Other duties as assigned by management
Education/Qualifications:
- Bachelor's degree in healthcare administration, business, communications, or a related field preferred.
- Experience with call center management, patient outreach, and reputation management.
- 4+ years’ experience in patient experience, customer service, call center, and healthcare operations role
- 4+ years' experience analyzing KPIs and Data visualization reporting
- 4+ years of training and development experience
- Bilingual in English and Spanish is required
- Knowledge and experience with electronic health records (EMR) is required
- Experience with the EMR System, eClinicalWorks (eCW) is a plus
- Experience using Avaya or Calvient healthcare phone system to run reports and monitor performance
- Proficient in Microsoft Office 365 (Outlook, PowerPoint, Excel, Word)
- Proficient in using CRM software and social media management tools
- Understanding of and adherence to expectations under CMS Fraud/Waste Abuse, OSHA, and HIPAA
- Excellent verbal and written communication
- Ability to complete assigned duties in a timely and proficient manner
- Ability to communicate with others effectively in a concise manner, in order to bring issues effectively to a resolution
- Ability to evaluate situations and escalate issues appropriately
- Must be able to accommodate a flexible schedule
- Ability to learn new procedures and adapt quickly to change
- Ability to establish working relationships, resolve interpersonal conflicts, apply basic staff etiquette in dealing with others
- Excellent organizational and time-management skills
- Promote innovation, motivate others, and be a team player
- Ability to multi-task and perform well in stressful situations while in a fast-paced environment
- Ability to learn about each clinic as well as provider schedule and scheduling preferences
- Must be able to work and think independently
- Ability to think globally about patient experience
EEO Statement: Valora Medical Group, LLC is an equal opportunity employer and does not discriminate on the basis of race, color, religion, creed, sex, national origin, age, disability, pregnancy status, sexual orientation, gender identity, veteran status, marital status, genetic information, citizenship status, or other status protected by law. In compliance with the Immigration Reform and Control Act of 1986, we will hire only U.S. citizens and aliens lawfully authorized to work in the United States.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Dependent health insurance coverage
- Disability insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Application Question(s):
- What is your desired pay rate?
- How many years of experience do you have managing patient experience, customer service, or healthcare operations?
- Describe your experience handling patient complaints or escalations. What was your approach to resolution?
Education:
Experience:
- Patient Experience Management: 4 years (Preferred)
- KPI Analysis: 4 years (Preferred)
- eClinicalWorks EMR System: 4 years (Preferred)
- Medicare Managed Care: 4 years (Preferred)
- Call Reporting: 4 years (Preferred)
- Customer Service Training: 4 years (Preferred)
- Data visualization: 4 years (Preferred)
- Calvient Call System Management: 4 years (Preferred)
Language:
Ability to Commute:
- Orlando, FL 32812 (Required)
Work Location: In person
