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.
● Proficiency in relevant computer applications (EMR systems, scheduling software, etc.).
● Commitment to patient-centered care and service excellence..
Physical and Working Requirements
● Extended sitting and/or standing.
● Full Time (Weekdays)
Benefits:
● Medical, Dental, Vision
● Paid Time Off
● 401(k)
● Disability Insurance
● Company Paid Life Insurance
● Competitive Pay
● Flexible Schedules
● Work-Life Balance
● Rewards, Recognition, and Referral Bonuses
Precision Imaging Centers are growing throughout Florida. It is an excellent time to consider joining our team. Come grow your career with us!
Thank you for considering a career with us!
Precision Imaging Centers – Exceptional Clarity. Superior Care.
