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Manager, Patient Relations

Raleigh, NC

Job Type: Full Time Associate

Req # 12293

Date posted: Wednesday, March 15, 2023


About the role

The Patient Relations Manager leads a team of patient relations representatives and consultants that are focused on resolving inquiries which impact company brand image and overall growth.  Connect with patients to understand their experience through the MyVisionWelnessJourney to advocate on their behalf and retain them with the company.  Establish efficient and balanced workflows that maximize efficiency and produce high quality of service and patient satisfaction. The Patient Relations Manager serves as a liaison between our offices and all levels within the organization to resolve patient issues and address inquiries.  Maximize organizational good-will while building patient loyalty and improve organizational efficiencies.

This is a hybrid remote role, offering a flexible work arrangement out of either our Raleigh, NC or Vienna, VA offices.

You Will

  • Oversees a team to ensure a consistent experience for all patients through telephone and written correspondence
  • Proactively identify trends and create effective and sustainable strategies for improvement through data analysis and correlation
  • Challenge team members to consistently provide exceptional service through learning and development
  • Make effective independent decisions representing day-to-day issues that do not require team discussion, input, or agreement
  • Develop recommendations for resolution of issue, in consult (and agreement) with the Director of Internal Home Office Operations, and then facilitate the actions necessary to address the issue with the appropriate departments or locations
  • Participate in collaborative discussions as required, providing pertinent information and input regarding patient satisfaction roadblocks and trends as well as recommendations for training and/or other proactive steps that will prevent future reoccurrence of issues
  • Provide tactical day-to-day operational support along with strategic management of department
  • Utilize voice of the customer resources to understand patient feedback and identify areas of improvement
  • Develop and facilitate development training of staff as needed
  • Produce and administer performance appraisal and corrective action
  • Provide reporting and other updates on a regular cadence
  • Collaborate/lead projects as needed
  • Other duties, as assigned by supervisor

About You

  • 5+ years of escalated customer service management experience
  • AA or BA/BS in related field is preferred or relevant experience
  • Ambitious, self-starter able to multi-task and effectively manage priorities and able to reprioritize as necessary to align with current business objectives
  • Intermediate knowledge of Smartsheet desirable
  • Intermediate knowledge of Microsoft Excel and PowerPoint is required
  • Decisiveness and attention to detail
  • Strong knowledge of management methods and techniques
  • Strategic and tactical decision maker
  • Demonstrated ability to work with a high degree of attention to details
  • Exceptional interpersonal, problem-solving, verbal, and written communication skills
  • Strong communication skills (oral and written) with the proven ability to manage priorities in a fast paced, entrepreneurial environment
  • Ability to multi-task, set priorities and ensure deadlines are met

Grow with Us

  • Career Development and Training Opportunities
  • Participate in a comprehensive benefits package including medical and dental coverage, tax-free savings plans, life insurance and more
  • Participate in our Vision coverage and associate discounts on our products
  • Participate in our 401(k) with competitive company match
  • Accrue PTO and paid holidays from day one
  • Travel as needed
  • Access information using a computer
  • Effectively communicate with others
  • Maintaining an uninterrupted internet connection is a requirement of this position
  • Regular, dependable attendance and punctuality are essential

Introduction | MyEyeDr.

How do you see yourself today? Are you looking for that unique opportunity where you can make a difference in the lives of the patients we serve? MyEyeDr. is a high-growth, premier healthcare company: a total vision care concept with a unique retail experience. Our trusted community doctors and knowledgeable teams are all focused on helping our patients live their best lives by delivering an exceptional, personalized experience to each of our patients in every interaction. Our business model is unlike others in the industry: we make healthcare accessible by welcoming all insurance and providing a great selection of stylish eyewear that meets the diverse needs of our patients.

This role provides a chance for you to build your professional career with an organization that is purposeful and whose values drive actions. You would have the opportunity to prioritize the care of our associates and our patients, to connect the knowledge of our talented teams to our patients’ needs, and to work in a fun, inclusive environment as part of a collaborative team. We are in search of that unique individual who is inspired by a career focused on helping others and providing quality care while continuously growing professionally and improving MyEyeDr. in meaningful ways. If this is you, we encourage you to apply so you can get your journey started with MyEyeDr. where you can help people see, look, and be their very best.

MyEyeDr. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. MyEyeDr. will not tolerate discrimination or harassment based on any of these characteristics.

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