Company Overview:
Ascend Aesthetic Partners is a trailblazer in the cosmetic surgery field, operating twelve clinics across the United States currently. We are on an exhilarating journey, planning to expand significantly over the next 3-5 years. Our mission is to guide patients toward their optimal selves, renewing self-confidence and well-being. In joining us, you will be part of a culture that values relentless pursuit of excellence, compassion, community, accountability, and a winning team spirit. This is an opportunity to thrive in a fast-paced environment, significantly contributing to our ambitious growth and pioneering efforts in aesthetic care.
Patient Experience Manager:
We are seeking a patient focused marketer; a role tailored for a dynamic, results-driven marketing leader focused enhancing the patient experience in Ascend Aesthetic clinics. This role will be at the forefront of our practice experience, supporting the clinics in driving a best in class patient experience. This position will be responsible for identifying patient experience and reputational enhancing opportunities, building & implementing supporting tools, and developing best in class patient experience processes. In addition, implementing measures to support & establish best practices in Ascend partner clinics.
Key Responsibilities:
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Conduct patient experience assessments in individual clinics, summarizing observations and making recommendations to enhance patient experience within individual clinics.
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Educate the clinics on the definition and principles of great patient experience and identifying Best practices.
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Leveraging great patient experience principles develop a lead conversion strategy for the Ascend Aesthetic partner clinics.
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Develop an Attribution model allowing individual clinics to measure, track, and identify opportunities to improve patient experience and improve lead conversion rates.
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Conduct patient experience customer journey map exercises at individual clinics as necessary to identify current state and identify opportunities to improve patient experience practices and processes.
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Design, contract, and co-ordinate patient research to measure NPS, & CSAT at the clinics.
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Execute the reputational management strategy for Ascend and the clinics
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Track & monitor google reviews and other sources of patient feedback as well as social media channels to ensure we are identifying and addressing potential patient experience issues.
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Respond to patient reviews as appropriate to demonstrate we are listening and responding to patient concerns.
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Develop and manage the patient experience budget as required (market research, etc.)
Qualifications:
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Bachelor’s degree in Marketing, Business Administration, Communications or related field and five years of relevant experience or an equivalent combination of education and appropriate experience.
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Multi-site experience working with diverse brands (working in healthcare a plus)
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Expertise & innovation in B2B and B2C customer experience.
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Ability to work closely with local clinics to tailor patient expereince strategies to their unique needs.
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Strong leadership and project management skills, capable of managing multiple initiatives in a dynamic environment.
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Excellent verbal and written communication skills, with experience in brand messaging and ability to engage effectively with various stakeholders.
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Ambitious, resilient, and committed to exceptional execution and results.