Position Summary
The Patient Experience Coordinator plays a critical role in supporting Nuvia's centers by driving patient satisfaction, managing online reputation, and strengthening the Care Coordinator function across the organization. This role blends patient outreach, data tracking, training, and hands-on center support — stepping in as a Care Coordinator when centers need coverage. The Patient Experience Coordinator will report regularly to Megan on team performance, needs, and trends.
Compensation
$22-$25/hr
Key Responsibilities
Center Meetings & Support
- Run weekly meetings with assigned centers to review performance, provide updates on reviews, and troubleshoot challenges.
- Encourage and collaborate with center teams on strategies to increase patient reviews.
Patient Outreach & Data Tracking
- Contact each patient following their N7 appointment to gather feedback and track Net Promoter Score (NPS) data.
- Maintain proficiency in NOS (Nuvia Operating System), keeping NPS scores and patient feedback current and accurate.
- Continuously monitor incoming reviews for assigned centers, update tracking sheets with precision, and motivate teams around review performance.
Reporting
- Report weekly to Megan following center meetings, providing updates on Care Coordinator needs and any trends in patient dissatisfaction.
Training & Development
- Train new Care Coordinators and General Managers on best practices for generating patient reviews.
- Create and maintain training videos, and coach teams on troubleshooting objections and overcoming patient hesitation.
- Lead Smile Design pass-offs for Care Coordinators and track their progress.
Travel & Center Coverage
- Travel to centers experiencing an absence, performance gap, or other need, stepping in as a temporary Care Coordinator.
- Follow Nuvia's Mini-Map N1 and support Mini-Map N2 as needed while covering a center.
- Assist with training Care Coordinators during new center launches as needed.
Additional Duties
- Perform other duties as assigned by Megan.
Requirements
- Ensure Nuvia's Mini-Maps are followed with exactness while working on-site at any center.
- Demonstrate exceptional customer service skills.
- Possess high social intelligence to navigate complex or sensitive situations with patients and team members.
- Take a proactive approach to problem-solving issues involving patients and Smile Makers (SML MKRs).
- Understand and consistently embody Nuvia's company values.
Success Measures
- Nuvia's policies and procedures are consistently upheld across centers.
- A strong, collaborative working relationship with Megan.
- A demonstrated, meaningful impact on each center's Care Coordinator team.
