Patient Experience Lead!! 

Empassion is seeking a Patient Experience Lead to oversee the entire patient experience from beginning to end. Additionally, will ensure every patient interaction reflects professionalism, warmth, and excellence. This role bridges patient-facing service and internal operations, focusing on maximizing patient access and converting inquiries into scheduled care.

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What You'll Do

• Own the call log, calling protocol, and new patient conversions, ensuring timely follow-up and high conversion rates

• Manage inbound and outbound patient calls, addressing questions and guiding patients through next steps

• Track and interpret conversion metrics, sharing insights with leadership to improve processes

• Oversee delivery of care plans and provider communications, delegating selectively while retaining accountability

• Ensure accurate entry of patient, referral, and communication records

• Manage incoming and outgoing faxes for referrals and patient documentation

• Oversee scheduling, waitlists, and clinic flow to optimize patient access

• Support and coach front desk staff on systems, scripts, and hospitality standards

• Coordinate with therapists and leadership to ensure smooth workflows and shared system compliance

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What We're Looking For​

• Experience in phone-based customer service, patient intake, or front desk operations

• Strong organizational and systems skills with attention to detail and follow-through

• Excellent communication and interpersonal skills, with a professional and warm demeanor

• Ability to lead by standards and processes, coaching others to maintain consistent performance

• Comfort tracking and interpreting metrics to improve patient access and conversions

 

Preferred: healthcare or therapy office experience, familiarity with CRM or scheduling systems, prior supervisory or leadership experience

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Schedule & Role Details​

• Full-time: 40 hours per week

• Primarily in-person role

• Hourly, non-exempt position

• Reports to the Director of Administrative Operations

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Why Work at Empassion Pelvic Health?

• Opportunity to directly impact patient experience

• Collaborative, mission-driven environment where your contributions are valued

• Room for growth into broader front office leadership and process development

 

What We Offer:

• A collaborative, team-oriented work environment

• Paid team activities and annual retreats

• Discounted in-house massage services

• A workplace culture built on respect, communication, and shared purpose

• The opportunity to make a meaningful impact in patients’ lives

 

If you’re ready to be part of a team that values kindness, compassion, and excellence, we encourage you to apply. At Empassion Pelvic Health, you’ll find a supportive community where you can grow and make a difference every day. To apply, please send your resume and cover letter to info@empassionpelvichealth.com.