Patient Experience Specialist (BOG)

Position Summary:

We are looking for a driven, humble, and collaborative Patient Experience Specialist to join our fastest-growing team. In this role, you will serve as a vital link between patients, providers, imaging centers, and internal teams, helping to manage daily operations and ensure an exceptional patient experience. As part of a team that prioritizes service, productivity, and continuous improvement, you will play a key role in addressing client needs and supporting performance initiatives. Your contributions will impact the quality of patient care and our business success..

Responsibilities:

• Manage patient engagements and inquiries via phone and chats.
• Strive to meet and exceed structured performance targets.
• Utilize internal materials as a foundation for resolving inquiries and adhere to operating procedures.
• Participate in continued education on product changes, workflow changes, and product launches.
• Help improve the patient experience by sharing feedback with leadership to further develop the product, materials, and processes.
• Work collaboratively and cross-functionally between management, product & engineering, and other teams.
• Provide “above and beyond” customer service in all interactions with patients, and think creatively about ways to optimize each experience.
• Master our internal management systems to efficiently and effectively help our patients with their requests.
   

Required Skills/Abilities:

• Advanced, near-native English proficiency is required.
• 1+ years in a call center or other customer-facing role required.
• Healthcare, clinical, or other relevant industry experience strongly preferred.
• Self-starter who has grit and is ready to roll up their sleeves.
• Hyper-organized across all elements of your day-to-day.
• Master multi-tasker and confident under pressure.
• Strong technical aptitude and ability to learn new systems and processes quickly.
• Exceptional communication skills, while maintaining the highest standard of patient care and confidentiality.
• A problem solver capable of updating and keeping patients’ information, adhering to HIPAA regulations.
• Comfortable working across multiple communication channels.
• Technically proficient.
• Able to work an assigned schedule that falls within our operating hours and flexibility around weekends and holidays.

Education and Experience:

• Previous BPO experience is a must.
• Experience in a healthcare setting with adherence to HIPAA regulations is required.
• Must be proficient in healthcare terminology.
• Demonstrates a strong customer service orientation with a patient-centered approach.
• Adherence to HIPAA regulations and the maintenance of strict patient confidentiality are critical requirements for this role.