Patient Experience Supervisor The Orthopedic Institute of WI 3077 North Mayfair Road, Wauwatosa, WI 53226
As a result of company growth, the Orthopedic Institute of Wisconsin (OIW) is seeking an dynamic and experienced
Patient Experience Supervisor to join the team at our Wauwatosa location.
The
Patient Experience Supervisor will oversee the medical Call Center while acting as a champion of quality communication and continuously exceeding patient experiences through regularly conducting quality audits on patient services, identifying opportunities, correcting errors, and provides continuous training to agents.
Established in 1985, the
Orthopedic Institute of Wisconsin is a nationally recognized leader, practicing pioneering techniques of diagnosis and treatment of orthopedic injuries maximizing each patient's potential for a full recovery and return to their daily lives. With our employees at the heart of everything we do, we are committed to providing an inclusive and supportive environment where every team member feels valued, empowered, and inspired to make a difference.
Why join OIW?- Competitive pay
- Generous PTO program
- Clinic schedule - no work on evenings/weekends
- Medical, Dental, Vision, and Life Insurance
- 401(k) with company match
- Employee Assistance Program (EAP)
- Employee discount program
Responsibilities:- Champion and foster an environment that drives quality communication and provides best patient experience possible
- Conduct regular quality assurance audits to ensure all required patient information is documented appropriately.
- Ensure compliance with federal and agency regulations.
- Manage and oversee the daily operations of the call center department.
- Prepare work schedules to ensure sufficient coverage.
- Hire, onboard and train call center personnel.
- Coach call center staff through challenging customer service issues.
- Analyze call center data and prepare reports for upper management.
- Conduct regular performance evaluations and provide feedback for improvement.
- Lead team meetings and give information to leadership.
- Be an advocate for program transitions and technology improvements
- Step in and answer calls in the queue if short staffed.
Required Qualifications:- Strong passion for excellent customer service, 3+ years of experience in patient experience, or related roles.
- 2+ years of experience with a call center environment
- Strong knowledge of telehealth services and the patient journey.
- Excellent communication and interpersonal skills, with the ability to handle sensitive patient concerns effectively.
- Experience in analyzing patient feedback and implementing strategies for improvement.
- Familiarity with healthcare regulations and best practices related to patient care.
- Strong problem-solving skills and the ability to make data-driven decisions.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: In person
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.