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Patient Experience Associate Jobs in Virginia (NOW HIRING)

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Patient Experience Associate information

What is the difference between Patient Experience Associate vs Patient Services Coordinator?

AspectPatient Experience AssociatePatient Services Coordinator
CredentialsHigh school diploma or equivalent; customer service experienceHigh school diploma or equivalent; healthcare customer service experience
Work EnvironmentHospitals, clinics, outpatient centersHospitals, clinics, healthcare facilities
Primary ResponsibilitiesEnhancing patient satisfaction, addressing concerns, guiding patientsScheduling, patient communication, coordinating services
Industry UsageCommonly used in healthcare settings to improve patient experienceUsed in healthcare to manage patient interactions and logistics

The Patient Experience Associate focuses on improving patient satisfaction and addressing concerns, while the Patient Services Coordinator handles scheduling and logistical tasks. Both roles are vital in healthcare settings and often overlap in patient interaction, but their primary functions differ.

How does a patient experience associate typically collaborate with clinical staff to improve patient satisfaction?

Patient Experience Associates work closely with nurses, doctors, and other clinical staff to address patient concerns and ensure a positive experience throughout their healthcare journey. They often act as a liaison, communicating feedback from patients to the care team and helping to resolve issues in real time. This collaborative approach helps identify areas for improvement and ensures that patient needs are met promptly and professionally. Regular meetings and interdisciplinary rounds are common opportunities for Patient Experience Associates to contribute insights and advocate for patient-centered solutions.

What is a patient experience associate?

A Patient Experience Associate is a healthcare professional responsible for ensuring that patients have a positive and comfortable experience during their visit to a medical facility. They typically assist with patient intake, answer questions, address concerns, and act as a liaison between patients and medical staff. Their goal is to improve patient satisfaction by providing compassionate support, resolving issues, and facilitating clear communication. Patient Experience Associates may also collect feedback from patients to help healthcare organizations enhance their services.

What are the key skills and qualifications needed to thrive as a patient experience associate, and why are they important?

To thrive as a Patient Experience Associate, you need strong customer service skills, attention to detail, and typically a high school diploma or equivalent. Familiarity with hospital information systems, electronic health records (EHRs), and appointment scheduling software is important for daily tasks. Exceptional interpersonal skills, problem-solving ability, and empathy help you connect with patients and resolve concerns effectively. These skills and qualities are crucial for ensuring a positive patient experience, enhancing satisfaction, and supporting smooth healthcare operations.
What are the most commonly searched types of Patient Experience jobs in Virginia? The most popular types of Patient Experience jobs in Virginia are:
What are popular job titles related to Patient Experience Associate jobs in Virginia? For Patient Experience Associate jobs in Virginia, the most frequently searched job titles are:
What job categories do people searching Patient Experience Associate jobs in Virginia look for? The top searched job categories for Patient Experience Associate jobs in Virginia are:
What cities in Virginia are hiring for Patient Experience Associate jobs? Cities in Virginia with the most Patient Experience Associate job openings:
Patient Experience Associate jobs near you

Patient Experience Associate (3016) - Marketing

Tidewater Physicians Multispecialty Group

Newport News, VA • On-site

Full-time

Re-posted 20 days ago

Job description

Tidewater Physicians Multispecialty Group is actively seeking a Patient Experience Associate to join our Marketing team located in Newport News, VA. Tidewater Physicians Multispecialty Group (TPMG) is comprised of over 200 physicians and advanced practice clinicians and is the largest physician-owned group on the Peninsula. This is a full-time position, Monday - Friday.
Position Summary
The Patient Experience Associate is responsible for creating a customer service model unique to TPMG to train and engage staff on superior customer service. This position will assist Office Managers, Regional Office Managers, and administrative staff with consistent and quality patient-focused customer service that adheres to TPMG's brand and its mission, vision, and core values.
Major Duties and Responsibilities
As a Patient Experience Associate, you will be responsible for weekly training at new hire orientation and work with the Office Managers, Regional Operations Managers, and Administration staff to ensure the patient experience is consistent across all locations. The goal is that all employees understand and grasp the required concepts comprehensively.
  • Acts as a motivator and an ambassador who promotes awareness for excellence.
  • Spreads productive, hopeful messages and acts as a positive influencer.
  • Present customer service training to staff individually and in groups, as needed at individual locations and classroom-style sessions.
  • Identify gaps in communication skills and opportunities for improvement
  • Assist with onboarding new TPMG providers and advanced practice clinicians and provide responsive, proactive customer service techniques that embrace the patient’s journey.
  • Actively assist with the onboarding of all staff to use engaging, friendly, welcoming language that emphasizes honesty and transparency in our service and communications.
  • Work closely with individual physicians and committees within TPMG to help build a comprehensive customer service strategy.
  • Research and collect course information to create a custom TPMG Patient Experience model that increases loyalty and patient satisfaction.
  • This TPMG customer service plan should be creative, interactive with straightforward information that includes: phone etiquette, email etiquette, patient safety, communications, conflict resolution, follow-up, answering questions, referrals, and other patient requests.
  • Collaborate with the Marketing Director to develop and maintain an exciting, persuasive customer service course to include: lesson plans, digital assets. group activities, guest speakers, surveys, presentations, educational handouts, role-plays, and assessments.
  • Set attainable customer service goals for staff members. Offer support and guidance to those that are not achieving their goals.
  • Document and maintain a detailed record of office training and follow-up.
  • Support the TPMG marketing team as needed.
  • Provide support to the TPMG videographer on occasional video projects.
  • Provide physician liaison/marketing team support such as provider visits, meet and greets, and assist with the referral process
  • Prepare, gather, and present materials and reports as needed for the Marketing Director and Marketing Committee meetings.
  • Work with the marketing team and Chief Medical Officer to hold creative, motivating annual continuing education events, semi-annual new physician dinners/socials, and other gatherings as needed.
  • Provide support to the organization in all marketing efforts, both internally and externally.
  • Work cross-functionally with all areas of the company.
  • Assist in maintaining a strong TPMG brand image.
  • Identify issues and find solutions to ensure the integrity of the marketing department.
  • Understand and comply with ethical, legal, and regulatory requirements.
  • Assist Marketing Director with other team duties as assigned.
Knowledge, Skills, and Abilities
  • Deliver meaningful marketing and business results and improve the patient experience.
  • Passion for advancing the care of patients and the experience of healthcare professionals.
  • Excellent written and oral communication skills.
  • Must exhibit professional behavior and dress.
  • Copywriting, content development, and editing experience required.
  • Experience in Word, Excel, PowerPoint
  • Video production experience a plus
  • Ability to work scheduled hours as defined in the job offer.
  • Ability to analyze and present content and performance reports.
  • Ability to present and engage large groups
  • Able to manage multiple projects and succeed in a fast-paced environment by working independently and work cross-functionally within all teams to meet project objectives.
  • Flexible and resourceful, ready to step in wherever needed.
  • Quick learner of in-depth project knowledge, systems, and processes.
  • Knowledge of healthcare operations.
  • Attention to detail and organizational skills.
  • Ability to think creatively and strategically.
  • Able to manage internal provider demands, and to accept constructive criticism and feedback.
Education / Training / Requirements
  • Bachelor’s degree in business, marketing, communications, or related field.
  • Experience in creating and presenting Customer Service training.
  • Valid driver’s license. This position requires travel within the TPMG service area.
Physical Demands
  • Ability to lift or move equipment.
  • Ability to stand and walk for limited periods of time
  • Ability to sit for extended periods of time.
  • Ability to enter data into a computer via a keyboard.
  • Ability to occasionally reach, bend, stoop and lift up to 30 lbs. *
  • Ability to grasp and hold up to 30 lbs.*
  • Ability to occasionally squat and lean over.
  • Ability to hear normal voice-level communications in person or through the telephone.
  • Ability to speak clearly and understandably.
  • Basic vision, corrected.
  • Ability to see and understand data on a computer screen.
Success Factors
  • Extrovert
  • Alignment with Company Mission and Core Values
  • Excellent Time Management/Organized
  • Open Communication/Positive Attitude
  • Goal-Driven
  • Excellent Customer Service
  • Juggles Multiple Priorities
  • Accuracy and Attention to Detail
All statements are essential functions of the position unless identified as non-essential by an asterisk (*).
Come join the team!
TPMG is an equal opportunity employer committed to a diverse and inclusive workforce.

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