Patient Experience Manager

About Us:

Pathways Healthcare is a leading, physician- and nurse practitioner-led home health and hospice organization, committed to redefining recovery through comprehensive, patient-centered care. Our innovative Medical Rehabilitation Program offers a meaningful alternative to institutional rehab, helping people heal at home, with dignity and purpose.

As one of the first home health agencies to adopt AI-assisted documentation, we're investing in tools that give our clinicians time back – saving 5 to 10 hours per week! We have made a deliberate decision not to raise our productivity expectations, so the patients and clinicians win in the end. Technology handles the paperwork and your clinical judgment stays at the center of every note!

We are proud to have ranked in Boston Globe's Top Places to Work in Massachusetts and USA Today's Best Places to Work in the United States since 2023!

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!