Patient Experience & Office Manager

Company Description

Hyperbaric Medical Solutions (HMS) is a physician-led free-standing provider of hyperbaric oxygen therapy (HBOT) and regenerative care and a growing network of clinics with current locations in Manhattan NY Woodbury NY Miami FL Fort Lauderdale FL and Randolph MA.

Care at HMS begins with a comprehensive evaluation rather than a single therapy. Personalized plans blend HBOT into metabolic and integrative health IV therapy PRP and longevity medicine. Our Metabolic Health Program based in Woodbury uses extensive diagnostics and a terrain-based approach to support patients facing chronic illness and early-stage cancer people whose care often extends well beyond a single course of treatment. As a free-standing clinic rather than a hospital department we can expand the application of these therapies to help many more people. This is an emerging area of medicine that is delivering meaningful results to patients every day.

Job Description

HMS is seeking a Patient Experience & Office Manager based at its Woodbury NY location.

Patients come to HMS daily often for weeks at a time and build very strong relationships with our team. Some are here for a defined course of HBOT. Others are on a longer path a metabolic health plan that evolves as they do or a combination of therapies built around a comprehensive evaluation. That experience should be exciting reinforcing and rewarding and it doesnt happen automatically it is curated from the very first contact a patient their caregiver or their referring provider has.

This roles focus is the patient experience across that entire journey every service from first inquiry through the end of a course of care and including people who never receive care at all. HMS seeks to set the standard for how anyone should experience HBOT and the rest of what we offer and this role is to set that standard model it for others and have it filter through every touch point. Alongside setting that standard you will be a working member of the administrative team at Woodbury on the floor on the phones and with patients every day.

As HMS has grown so has the number of ways the same thing gets done. Bringing consistency is an important aspect of fulfilling expectations both internal and external. This position looks across our administrative and operational processes to understand how and why they work finds where they fall short or diverge and closes those gaps establishing best-practice standards to be applied in every office. Good practice originates anywhere and once it proves itself it should apply everywhere.

Candidate Responsibilities and Expectations

Patient Experience

• Product and service knowledge deep understanding to be able to guide patients answer their questions and know how to apply every therapy program and protocol we offer what each is for and how each works. This includes staying current with internal changes or expansions of services.
• Create a high-quality experience in every interaction answering calls responding to email and chat greeting patients managing appointment schedules and collecting payments.
• Most patients arrive knowing little about HBOT. Set the tone that makes the therapy understandable and the practice worth choosing and hold that standard for everyone who works with them.
• Partner with the teams at our other offices to establish and maintain a consistent patient experience across every location.
• Own the patient relationship end to end from first inquiry through onboarding and the course of treatment to graduation at the end of a plan staying close enough to know how a course of care is actually going and acting on what you notice before it becomes a reason someone stops coming.
• Be the point person for everything non-clinical and the bridge to clinical when a question needs a clinician. Patients should always know who to ask.
• Maintain continuous communication with clinical staff on patient compliance and anything affecting a patients course of care.
  

New Patient Inquiries

• Serve as first point of contact for new inquiries whenever available and define how every inquiry is received response time what we say and how it feels on the other end of the phone.
• Know the status of every inquiry and how it was handled whether by you or by someone else and ensure none goes quiet without contact or a documented outcome.
• Guide prospective patients through consultation scheduling insurance and self-pay pathways and preparation for their first visit.
• Close the loop with referring physicians before during and after a patients course of care.
  

Outreach and Engagement

• Stay current on active marketing and social campaigns and on HBOT events and publicity news research and coverage that patients may ask about. Keep the team updated on what is running and how to respond working with clinical and marketing leadership to prepare those responses.
• Supply our content and digital marketing team with what you hear every day: patient language common questions and the gaps between what people ask and what weve published.
• Support physician engagement by following through with relationship building and outreach efforts.
• Enhance and support patient feedback gathering public reviews direct testimonials and satisfaction surveys that tell us where to improve.
  

Operations and Standards

• Keep the office stocked working and welcoming supplies equipment and non-clinical vendors and reception and waiting areas ready for patients following facilities issues through to resolution.
• Close out the day: payments reconciled records complete and anything unresolved clearly handed off as necessary.
• Ensure HIPAA compliance is maintained across patient records documents and internal communication.
• Identify where administrative and operational processes are inconsistent or missing and draft the procedures scripts forms and patient-facing materials that close those gaps one version one standard everywhere.
• Drive initiatives through to implementation whether originated from leadership or from the teams day-to-day observations and experiences. Turn ideas into practice to create improved experiences.
• Deliver administrative onboarding and refresh training as processes change.

Qualifications

• Four or more years in healthcare hospitality or another premium-service environment
• Experience running or supporting the daily operations of a clinical or professional office
• Excellent and welcoming telephone presence particularly with people who are anxious or unwell
• Excellent written and verbal communication
• Must be a self-starter with strong problem-solving skills
• Demonstrated ability to improve a process not just work within one experience writing procedures training materials or patient-facing content is a plus
• Organized and self-managing able to balance responsive patient-facing work against project work that has no deadline but real consequences
• Computer proficiency ability to learn and work simultaneously on multiple systems with accuracy
• Fluency in Spanish is a plus
  

Position Details

• Location:Woodbury NY with periodic travel to our Manhattan office
• Reports to: President & Managing Partner
• Position Type:Full-Time
• Hours:Weekdays 9:00am 5:30pm (may vary based on schedule and need)
• Available Benefits for Full Time Include:
  • Medical Dental Vision
  • 401K with Company Safe Harbor Match
  • Basic Life & AD&D
  • Supplemental Life & AD&D
  • Flexible Spending (FSA)
  • STD/LTD
  • Commuter Benefits
  • Discount Marketplace
  • Employee Assistance Program (EAP)

Required Experience:

IC