Patient Experience Associate

About LunaPhysical therapy is powerful—for developing strength, managing emerging conditions, or recovering from surgery. But it’s challenging for physical therapy to make a significant clinical impact because therapists and patients are worn out. Through technology and innovation, Luna makes it easier to give and receive care. Driving faster recoveries for lasting health in an industry long overdue for change, Luna is reimagining the physical therapy experience for all.
Job Summary:The Patient Experience Associate plays a vital role in supporting our clinicians and their scoped patient experience situations! This position is responsible for monitoring and documenting patient feedback and reviews, supporting clinicians in scoped patient experience situations, escalating complex patient experience issues to the Patient Experience Specialist or appropriate teams. In this role, excellent written and verbal communication is essential to support data tracking and collaboration. This position also participates in team meetings, data analysis, and projects as requested by the leadership team.
Responsibilities include but are not limited to:Monitor and respond to patient feedback and reviews in a timely and professional mannerSupport clinicians in scoped patient experience situationsCollaborate with Patient Experience Specialist & Senior Clinical Program Manager to escalate high urgency or complex situationsDocument communication to support data tracking and analysisParticipate in team meetings, data review and analysisSupport projects as requested by the leadership teamContinuously evaluate patient feedback and identify areas for improvementEnsure compliance with patient experience standards and regulations
Job Qualifications:High school diploma or equivalentHealthcare experience in customer facing role is a mustExcellent communication and interpersonal skillsStrong attention to detail and organizational skillsAbility to work independently and in a team environmentExperience with data entry and analysis preferredAbility to maintain confidentiality and handle sensitive information in a professional mannerWillingness to work flexible hours, including evenings and weekends, as needed




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Luna Values
Care Exceptionally We value safety and trust even when mistakes occur. We prioritize open and purposeful communication, addressing concerns early and often. We apply creative and innovative efforts aimed at enabling the success of our patients, therapists, physicians, partners, and team members.Incredibly Relentless We prioritize persistence even over immediate success. We understand that continuous effort often leads to greater long-term achievements. We empower each other to make decisions, and approach our goals deliberately and holistically.Be ImpactfulWe prioritize fewer high-impact goals over lots of low-impact goals. We are decisive, yet keep an open-mind. We assume positive intent, and hold one another accountable. We know that the details matter, and take ownership in solutions that prioritize the patient and therapist experience.Become 1% Better, Every DayWe value continual growth over the professional "comfort zone." We have a culture of curiosity and an obsession for constant improvement. We believe there's always a better way to do things. We celebrate our successes and learn from our failures.