Role: Patient / Customer and Employee Engagement Lead
We are Imagine Orthodontic Studio! Our vision is our people-first culture dedicated to providing exceptional care to everyone who walks in our doors. We have a team of passionate and caring people dedicated to providing fun and encouraging relationships with each other and our patients. Imagine Orthodontic Studio offers every team member the opportunity to be a part of something so much bigger. We focus on the importance of the team and recognize that each person has something great to offer. We recognize talents and strengths and love watching people grow into successful careers, in our organization and beyond!
We are looking for a full-time leader for our Patient / Customer and Employee Engagement. If you are looking for an opportunity to be a part of a growing company and a chance to do something bigger, then we are looking for you!
Responsibilities
- Lead implementation and sustainment of improvement initiatives in achieving excellence in patient experience and team engagement
- Provide mentorship, coaching, and training on patient and employee engagement, with emphasis on developing consistent and effective communication and experience skills in our teams
- Develop and implement an overarching engagement strategy, and operational plan focused on attracting new patients, improving adherence to treatment plans, and maximizing retention rates
- Analyze data, feedback, and trends to identify areas of opportunity and shape engagement tactics
- Lead, coach, and inspire patient engagement and experience skills with teams to achieve top-notch service
- Work cross-functionally with clinical, front, treatment, and other teams to enhance the patient and employee experience through feedback, process improvements, and self-service capabilities
- Establish a culture of accountability, continuous improvement, creative problem-solving, and passion for delivering excellent patient care
- Facilitate best practices in ongoing improvement efforts to transform to a high performing patient centered culture
- Ensure strong communication and service skills within regional and local teams
- Recognize and celebrate employee achievements and milestones through various recognition programs
- Turn observations into insights, into action, through best practice approaches, frameworks, and tools – ensuring the “impact” is consistently being demonstrated
- Gather understanding from non-traditional sources (e.g., social media, observation, patient and employee interaction)
- Develop and establish Quality and Training Standards for the Patient and Employee experience
- Create “WOW” moments for patients and employees alike
- Ability to work independently with little supervision
- ·Perform other tasks as assigned by management
What We Offer
- Competitive pay ranging $65,000 - $75,000 with potential bonus opportunities based on performance
- Medical, dental, vision, and life insurance
- Annual performance-based financial bonus, eligible after first year
- 401(k) and 401(k) Matching, eligible after first year
- Financial literacy resources and support
- Paid Holidays
- Paid Vacation (PTO) and Wellness time
- Discounts on treatment for yourself and family members
- Local office and company-wide social events and team building activities
- Fun, engaging, and collaborative team atmosphere
Requirements / Qualifications
- High School Diploma or equivalent (required)
- Bachelors’ degree or equivalent experience (required)
- 3+ years of experience in customer service, patient or consumer engagement, and/or employee engagement and experience role
- Bilingual in Spanish a large plus
- Clear, organized, and detail-oriented with strong verbal issue solving skills
- Strong communication skills, follow through, and the ability to prioritize, plan, and work cross-functionally
- Ability to educate others in communication styles for technical and non-technical audiences alike
- Experience in coaching, change management and performance improvement
- Excellent platform and facilitation skills, ability to engage an audience
- Proven track record of leading and developing high-performing teams while meeting and exceeding service goals and patient conversion rates
- ·Track record managing teams and projects in a fast-paced, dynamic environment
- Proactive mindset, attention to detail, and willingness to support the office team
- Support office community and sponsorship events outside of office
- Reliable form of transportation
- Ability to travel between Orlando, Lakeland, and Tampa
- Willingness to learn, adapt, and be a team player
- Desire to make the day fun for team members and patients alike!
Imagine Orthodontic Studio is proud to be an equal opportunity workplace and welcome diversity in our organization. We do not discriminate against any team member or applicant for employment regardless of age, race, color, national origin, religion, disability, veteran status, sex, sexual orientation, or gender identity.
Job Type: Full-time
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Call center: 1 year (Required)
- Customer service: 1 year (Required)
Work Location: In person