Patient Experience Manager

Role: Patient Experience Manager

Annual Salary: $68,000-$74,000

Lines of business: Home Health and Hospice

Reports to: Administrative Director

Location: Westwood, MA

Schedule: Monday-Friday (8:30-5:00pm)

Job Type: Full-time

About the Role:

Pathways Healthcare is hiring a Patient Experience Manager to lead the team that is often the first voice patients, families, and referral partners hear. This is a working manager role. You will coach and lead the team, and you will also jump on the phones, work the fax queue, or fix a broken workflow when that is what the day needs.

We want someone who leads by example, stays calm under volume, and builds a team that is both kind and efficient.

What the team does:

The Patient Experience team keeps information moving between patients, families, providers, and our clinical and billing teams. The team owns:

• Incoming calls: answering, routing, and resolving calls from patients, families, physicians, and facilities
• Incoming faxes: receiving, indexing, and routing referrals, orders, and clinical documents
• Medical record requests: processing requests from patients, payers, attorneys, and providers accurately and on time
• Medical records: maintaining complete, organized, and compliant records
• Workflow processes: building and improving the processes that keep all of the above running smoothly

Qualifications:

Required

• 3+ years leading a team in a high volume call center, patient access, front office, or medical records setting
• A track record of building teams that deliver both empathy and efficiency
• Willingness to roll up your sleeves and do the work alongside your team
• Comfort troubleshooting technology and working directly with vendor support until issues are resolved
• Working knowledge of HIPAA and medical record release requirements
• Comfort using data and metrics to manage performance and make decisions
• Strong communication skills with patients, families, staff, and leadership
• Calm, steady judgment when things get busy

Preferred

• Experience in home health, hospice, or another healthcare setting
• Experience with HomeCare HomeBase (HCHB) or a similar EMR, and with cloud phone systems such as 8x8
• Associate or bachelor's degree, or equivalent experience

Responsibilities:

Lead the team

• Hire, train, coach, and develop a team that is empathetic, accountable, and effective
• Set clear expectations, give regular feedback, and recognize good work
• Build a team culture where people support each other and take ownership of the patient experience
• Manage schedules and staffing to keep coverage strong during peak volume

Be hands on

• Step in to answer phones, process faxes, or work record requests when volume spikes or the team is short
• Handle escalated calls and complaints with patience and a focus on resolution
• Troubleshoot tech issues as they come up with phones, fax, EMR, and other systems, and get on the phone with vendor customer support to see them through to a fix
• Model the tone and service standard you expect from the team

Run the operation

• Manage high volumes of calls, faxes, and record requests while meeting turnaround and quality goals
• Track metrics such as call volume, answer rate, hold time, abandonment, and request turnaround, and act on what the data shows
• Make sure medical record handling follows HIPAA and Pathways policy
• Partner with Intake, Clinical, Billing, and other teams to resolve issues and close gaps between departments

Improve workflows

• Find bottlenecks and fix them, whether that means a new process, a better tool, or a simpler handoff
• Write and maintain clear procedures and training materials
• Use AI and automation tools to reduce manual work and help the team focus on people

What We Offer:

• Mileage Reimbursement
• 3 weeks PTO annually accrued and 1 week paid sick time!
• Paid Federal Holidays (8 observed annually)
• 401(k) Retirement Plan with employer match
• Blue Cross Blue Shield Medical (Choice of HMO/PPO), Dental, Principal Vision and Life insurance

• 100% company-paid short-term disability coverage

• Flexible Spending Accounts (FSA): Pre-tax accounts available for healthcare and dependent care expenses

• Professional Development & Training Opportunities

• Employee Assistance & Benefits Support through Bennie

• Voluntary Benefits including supplemental life, accident, and disability insurance

Pathways Healthcare is committed to providing exceptional care to our patients and fostering a positive work environment for our team members. If you're passionate about making a difference in people's lives and possess the required qualifications, we encourage you to apply for this exciting opportunity!