Coordinator, Patient Experience Host

You have strong leadership skills but are also a social butterfly. The quintessential “people person” that loves to talk to patients, clients, customers, etc. You exhibit the “Brio Way” by hearing the stories of the patients that walk through our doors each day and cater to them by offering sensitive, individualized care. You don’t back down from a challenge and you handle stress easily. Public speaking, training, and delivering feedback are strong points of your success. A fluid environment doesn’t scare you, as you embrace change and tackle it head on.

Position Overview:

Coordinates, in partnership with the Manager, Practice Operations; Manager, Clinical Operations and Site Coordinators, the administrative operations and customer experience for Brio’s Front Desk. Responsible for day-to-day operations including promotion of teamwork among all Patient Experience Host Team members, adherence to applicable policies and procedures, and delivery of the overall patient experience. Also required to work as a Patient Experience Host at any Brio location (amount of patient care hours will vary).

Essential Functions:

• Provides over the top customer service to all patients/family members at Brio. The percentage of face-to-face patient care hours may vary, depending on volume, staffing levels, and other factors.
• Provides the direct day-to-day oversight and direction of the Brio PEH (Patient Experience Host) team with help of Manager, Clinical Operations and Site Coordinators.
• Develops the team members’ work schedule, hiring/firing, team member reviews, training and other personnel issues. Educates team on all practice policies and procedures, etc.
• Educates team on all practice policies and procedures, etc. Coordinates operational issues and ideas with the Manager, Clinical Operations, Manager, Practice Support Operations and Site Coordinators.
• Takes ownership of ensuring the Brio Way is experienced by Brio patients, families, and internal team members. Promotes an authentic, transparent work environment within the Brio Front Desk.
• Helps develop and carry out team short term and long-term goals for the PEH department.
• Performs additional tasks as assigned by the manager.

Qualifications:

• High School diploma or GED
• Outstanding Customer Service
• 1 year experience working in a physician office setting and/or call center OR other customer advocate field preferred
• 1 year experience in a supervisory role preferred
• Must have dependable transportation for regular travel between practice locations

Work environment and Physical Demands:

Requires sitting, standing, and walking associated with a normal physician office environment. Person may be exposed to fumes, airborne particles, infectious diseases, blood/bodily fluids, and disease-bearing specimens.