Patient Experience Manager

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!

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.

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

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