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About the Role
HMS is seeking a Patient Experience & Office Manager to curate and maintain an exceptional patient journey from initial contact through the completion of care, ensuring a consistent and high-quality experience across all services and locations. This role involves managing daily office operations, serving as the primary non-clinical point of contact for patients, and driving operational improvements.
Responsibilities
- Create a high-quality patient experience in every interaction, including answering calls, responding to email and chat, greeting patients, managing schedules, and collecting payments.
- Serve as the first point of contact for new patient inquiries, defining the reception process and ensuring timely, empathetic responses.
- Guide prospective patients through consultation scheduling, insurance and self-pay processes, and preparation for their first visit.
- Maintain continuous communication with clinical staff regarding patient compliance and care progress.
- Partner with other office teams to establish and maintain a consistent patient experience across all locations.
- Keep the office stocked, functional, and welcoming, managing supplies, equipment, and non-clinical vendors.
- Ensure HIPAA compliance in all patient records, documents, and communications.
- Identify and address inconsistencies or gaps in administrative and operational processes by drafting procedures, scripts, forms, and patient-facing materials.
- Drive initiatives from conception to implementation, transforming ideas into improved practices.
- Deliver administrative onboarding and refresher training as processes evolve.
- Close out the day by reconciling payments, completing records, and handing off unresolved issues.
- Supply content and digital marketing teams with insights from patient language, common questions, and information gaps.
- Support physician engagement through relationship building and outreach.
- Enhance and support patient feedback gathering through reviews, testimonials, and surveys.
Requirements
- Four or more years in healthcare, hospitality, or another premium-service environment.
- Experience running or supporting the daily operations of a clinical or professional office.
- Excellent and welcoming telephone presence, especially with anxious or unwell individuals.
- Strong self-starter with robust problem-solving skills.
- Demonstrated ability to improve processes, with experience in writing procedures, training materials, or patient-facing content being a plus.
- Organized and self-managing, capable of balancing responsive patient-facing work with project-based tasks.
- Proficient with computers, able to learn and work simultaneously on multiple systems accurately.
- Fluency in Spanish is a plus.
Skills
- Product and service knowledge of HBOT, regenerative care, and related programs.
- Patient relationship management.
- Administrative operations management.
- Process improvement.
- Interpersonal communication.
- Problem-solving.
- Organizational skills.
- Computer proficiency.
- HIPAA compliance.
Location
- Woodbury, NY
- Manhattan, NY
Work Type
- Full-Time
- Onsite
Experience Level
- Four or more years in healthcare, hospitality, or premium service.
- Experience running or supporting office operations.
Benefits
- Medical
- Dental
- Vision
- 401K with Company Safe Harbor Match
- Basic Life & AD&D
- Supplemental Life & AD&D
- Flexible Spending (FSA)
- STD/LTD
- Commuter Benefits
- Discount Marketplace
- Employee Assistance Program (EAP)
About the Company
- Hyperbaric Medical Solutions (HMS) is a physician-led provider of hyperbaric oxygen therapy (HBOT) and regenerative care with multiple clinic locations.
- HMS offers personalized treatment plans integrating HBOT with metabolic, integrative health, IV therapy, PRP, and longevity medicine.
- The Metabolic Health Program utilizes diagnostics and a terrain-based approach for chronic illness and early-stage cancer patients.
- As a free-standing clinic, HMS expands the application of therapies to help more patients in an emerging area of medicine.