Patient Experience Supervisor

State of Location:

New York

Position Summary:

Are you looking to join an innovative, patient-focused, and rapid-growing organization that will inspire you to develop in your career? Apply today for a chance to join the Ivy Rehab Network as a Patient Experience supervisor!

Join Ivy Rehab’s dedicated team where you’re not just an employee, but a valued teammate! Together, we provide world-class care in physical therapy, occupational therapy, speech therapy, and applied behavior analysis (ABA) services. Our culture promotes authenticity, inclusion, growth, community, and a passion for exceptional care for every patient.

Job Description:

The Patient Experience Supervisor will report to the Revenue Cycle Director of Patient experience and be a member of Ivy’s leadership team. The Patient Experience Supervisor is an integral member of the Revenue Cycle Team and will be responsible for the following: 
 

This position allows for remote work and may require travel for business meetings.  

Responsibilities:

• Recruit, hire, train, and develop customer service agents

• Supervise and motivate team members to achieve performance goals

• Conduct performance reviews and provide feedback

• Address teammate concerns and provide a positive culture incorporating Ivy Rehabs core values

• Maintain Patient Experience performance metrics

• Identify areas of improvement and implement strategies to enhance efficiency

• Efficiently de-escalating patient concerns by effectively offering patient assistance and support through varying operations and channels

• Manage and allocate resources effectively

• Address patient complaints and ensure satisfactory resolution

• Optimize Patient Experience workflows and procedures

• Collaborating with other department leaders to foster cohesive workflows for innovative solutions

• Attend team meetings, phone conferences, and training as needed

• Maintain meaningful connections with direct reports

• Provide representation for the patient experience team for the broader organization

• Leading communication with third party vendors

• Lead and develop initiatives and training programs

• Stay informed and updated on industry best practices and trends

• Analize, report and present on performance trends and provide data-driven decisions to better optimize performance

• Other duties as assigned

Requirements

• Open availability, Monday through Friday - 7am to 7pm

• Previous healthcare, revenue cycle experience (Preferred)

• Physical, Occupational and Speech therapy knowledge a plus

• Passion for helping patients and enjoys navigating through revolving inquires

• Experience working in Customer Service

• Excellent verbal and written communication skills

• Interpersonal skills that emphasize team building

• Ability to work effectively in fast-paced environment

• Experience with a variety of EMR systems, Raintree experience (Preferred) 

• Problem solving skills, good judgment, attention to detail, and follow-through are a must

• Demonstrated ability to prioritize tasks and work with a sense of urgency

• Proficient in the use of computer applications, databases, word-processing, email, and website application

• Able to react effectively and calmly in an escalated situation

• Know, understand, and follow teammate guidelines, HIPAA policies, and company procedures

Why Choose Ivy?  

• Best Employer: A prestigious honor to be recognized by Modern Healthcare, signifying excellence in our industry and providing an outstanding workplace culture.   

• Exceeding Expectations: Deliver best-in-class care and witness exceptional patient outcomes.    

• Incentives Galore: Eligibility for full benefits package beginning within your first month of employment. Generous PTO (Paid Time Off) plans and paid holidays.  

• Exceptional Partnerships: Collaborate with leaders like Hospital for S