Tidewater Physicians Multispecialty Group is actively seeking a Patient Experience Associate to join our Marketing team located in Newport News, VA. Tidewater Physicians Multispecialty Group (TPMG) is comprised of over 200 physicians and advanced practice clinicians and is the largest physician-owned group on the Peninsula. This is a full-time position, Monday - Friday.

Position Summary

The Patient Experience Associate is responsible for creating a customer service model unique to TPMG to train and engage staff on superior customer service. This position will assist Office Managers, Regional Office Managers, and administrative staff with consistent and quality patient-focused customer service that adheres to TPMG's brand and its mission, vision, and core values.

Major Duties and Responsibilities

As a Patient Experience Associate, you will be responsible for weekly training at new hire orientation and work with the Office Managers, Regional Operations Managers, and Administration staff to ensure the patient experience is consistent across all locations. The goal is that all employees understand and grasp the required concepts comprehensively.

Acts as a motivator and an ambassador who promotes awareness for excellence.
Spreads productive, hopeful messages and acts as a positive influencer.
Present customer service training to staff individually and in groups, as needed at individual locations and classroom-style sessions.
Identify gaps in communication skills and opportunities for improvement
Assist with onboarding new TPMG providers and advanced practice clinicians and provide responsive, proactive customer service techniques that embrace the patient’s journey.
Actively assist with the onboarding of all staff to use engaging, friendly, welcoming language that emphasizes honesty and transparency in our service and communications.
Work closely with individual physicians and committees within TPMG to help build a comprehensive customer service strategy.
Research and collect course information to create a custom TPMG Patient Experience model that increases loyalty and patient satisfaction.
This TPMG customer service plan should be creative, interactive with straightforward information that includes: phone etiquette, email etiquette, patient safety, communications, conflict resolution, follow-up, answering questions, referrals, and other patient requests.
Collaborate with the Marketing Director to develop and maintain an exciting, persuasive customer service course to include: lesson plans, digital assets. group activities, guest speakers, surveys, presentations, educational handouts, role-plays, and assessments.
Set attainable customer service goals for staff members. Offer support and guidance to those that are not achieving their goals.
Document and maintain a detailed record of office training and follow-up.
Support the TPMG marketing team as needed.
Provide support to the TPMG videographer on occasional video projects.
Provide physician liaison/marketing team support such as provider visits, meet and greets, and assist with the referral process
Prepare, gather, and present materials and reports as needed for the Marketing Director and Marketing Committee meetings.
Work with the marketing team and Chief Medical Officer to hold creative, motivating annual continuing education events, semi-annual new physician dinners/socials, and other gatherings as needed.
Provide support to the organization in all marketing efforts, both internally and externally.
Work cross-functionally with all areas of the company.
Assist in maintaining a strong TPMG brand image.
Identify issues and find solutions to ensure the integrity of the marketing department.
Understand and comply with ethical, legal, and regulatory requirements.
Assist Marketing Director with other team duties as assigned.

Knowledge, Skills, and Abilities

Deliver meaningful marketing and business results and improve the patient experience.
Passion for advancing the care of patients and the experience of healthcare professionals.
Excellent written and oral communication skills.
Must exhibit professional behavior and dress.
Copywriting, content development, and editing experience required.
Experience in Word, Excel, PowerPoint
Video production experience a plus
Ability to work scheduled hours as defined in the job offer.
Ability to analyze and present content and performance reports.
Ability to present and engage large groups
Able to manage multiple projects and succeed in a fast-paced environment by working independently and work cross-functionally within all teams to meet project objectives.
Flexible and resourceful, ready to step in wherever needed.
Quick learner of in-depth project knowledge, systems, and processes.
Knowledge of healthcare operations.
Attention to detail and organizational skills.
Ability to think creatively and strategically.
Able to manage internal provider demands, and to accept constructive criticism and feedback.

Education / Training / Requirements

Bachelor’s degree in business, marketing, communications, or related field.
Experience in creating and presenting Customer Service training.
Valid driver’s license. This position requires travel within the TPMG service area.

Physical Demands

Ability to lift or move equipment.
Ability to stand and walk for limited periods of time
Ability to sit for extended periods of time.
Ability to enter data into a computer via a keyboard.
Ability to occasionally reach, bend, stoop and lift up to 30 lbs. *
Ability to grasp and hold up to 30 lbs.*
Ability to occasionally squat and lean over.
Ability to hear normal voice-level communications in person or through the telephone.
Ability to speak clearly and understandably.
Basic vision, corrected.
Ability to see and understand data on a computer screen.

Success Factors

Extrovert
Alignment with Company Mission and Core Values
Excellent Time Management/Organized
Open Communication/Positive Attitude
Goal-Driven
Excellent Customer Service
Juggles Multiple Priorities
Accuracy and Attention to Detail

All statements are essential functions of the position unless identified as non-essential by an asterisk (*).

Come join the team!

TPMG is an equal opportunity employer committed to a diverse and inclusive workforce.

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Patient Experience Associate (3016) - Marketing