We are seeking a dedicated and experienced Guest Experience Manager to join our Imaging Center team. As the Guest Experience Manager, you will play a crucial role in ensuring exceptional patient experiences from the moment they enter our centers. You will lead a team of front desk staff, providing guidance, coaching, and training to ensure all interactions, administrative processes, and patient engagements align with our commitment to high-quality care and service excellence.
Essential Job Functions
? Team Leadership: Lead, mentor, and motivate front desk staff to deliver outstanding patient interactions and administrative support. Foster a positive and collaborative team environment.
? Patient Experience: Ensure every patient receives personalized and exceptional service. Handle patient inquiries, concerns, and feedback promptly and professionally. Implement strategies to enhance patient satisfaction and loyalty.
? Training and Development: Develop and implement training programs for front desk staff on patient interaction best practices, insurance processes, and radiology procedures. Continuously coach staff to improve their skills and performance.
? Operational Excellence: Oversee daily front desk operations including appointment scheduling, check-in/check-out procedures, insurance verification, and billing inquiries. Maintain accuracy and efficiency in all administrative tasks.
? Quality Assurance: Monitor service quality standards and compliance with regulatory requirements. Implement corrective actions as needed to ensure adherence to protocols and policies.
? Communication and Collaboration: Collaborate effectively with other departments and medical staff to facilitate smooth patient flow and resolve operational issues. Communicate updates, changes, and challenges to the team and management.
? Patient Relations: Proactively engage with patients to address concerns, resolve issues, and ensure a positive experience. Handle escalated situations with empathy, professionalism, and efficiency.
? Continuous Improvement: Identify opportunities for process improvement and efficiency gains. Implement initiatives to enhance service delivery and patient care outcomes.
? Culture of Service Excellence: Promote a culture of compassionate care and service excellence throughout the center. Encourage staff to embody our commitment to heartfelt service in every interaction.
Non-Essential Job Functions
? Special Projects: Leading or participating in special projects that enhance patient experience or operational efficiency, such as implementing new software systems or redesigning workflows.
? Inventory Management: Oversight of non-medical supplies and inventory such as office supplies.
? Assisting Center Manager: Assist the Center Manager in identifying and addressing operational needs to ensure the smooth and efficient functioning of the center.
Direct Reports: 15-20 Front Desk Representatives
Requirements
Education Required
? Bachelor's degree preferred, or equivalent combination of education and experience.
Work Experience
? Previous experience in a healthcare setting, preferably in a radiology or imaging center environment.
? Proven leadership experience with strong coaching and team-building skills.
Other Skills/Abilities
? Excellent understanding of medical insurance procedures and radiology scheduling processes.
? Exceptional interpersonal and communication skills.
? Ability to manage multiple priorities and thrive in a fast-paced environment.
? Strong problem-solving skills and attention to detail.
Precision Imaging Centers are growing throughout Florida. It is an excellent time to consider joining our team. We just opened our 5th center in the area, our newest location is on Jacksonville's south side. Come grow your career with us!
Thank you for considering a career with us!
Precision Imaging Centers - Exceptional Clarity. Superior Care.