Job Description

Patient Experience Specialist

Cancer care is all we do

Hope in healing

Cancer Treatment Centers of America® (CTCA®) takes a unique and integrative approach to cancer care. Our patient-centered care model is founded on a commitment to personalized medicine, tailoring a combination of treatments to the needs of each individual patient. At the same time, we support patients’ quality of life by offering therapies designed to help them manage the side effects of treatment, addressing their physical, spiritual and emotional needs, so they are better able to stay on their treatment regimens and get back to life. At the core of our whole-person approach is what we call the Mother Standard® of care, so named because it requires that we treat our patients, and one another, like we would want our loved ones to be treated. This innovative approach has earned our hospitals a Best Place to Work distinction and numerous accreditations. Each of us has a stake in the successful outcomes of every patient we treat.

Job Description:

The Patient Experience Specialist will ensure that the delivery of CTCA service standards is met by monitoring and reviewing Empowerment and New Patient Intake calls, chats, and records created in the Salesforce system. The Patient Experience Specialist is responsible for utilizing resources (Verint, Salesforce, QA forms, training sessions, job aids, etc.) to facilitate effective review of calls/chats and provide coaching for performance. The Patient Experience Specialist is accountable for utilizing QA forms and monitoring that CTCA Business rules and service expectations are met. The specialist will be responsible for aggregating and compiling patient experience survey results and work closely with the training team/leadership team on ongoing training/coaching needed for the reps. This role requires someone with exceptional listening, customer service, and analytical skills.

Job Responsibilities

  • Conducts QA check for Empowerment/New Patient Intake calls/chats/Salesforce records and measures performance based on pre-defined criteria
  • Measures adherence to standard operating procedures, standard work instructions, scripts, training, etc. and documents qualitative and quantitative analysis to support the outcomes. 
  • Document findings of reviewed calls/chats/Salesforce records based strategic objectives utilizing the Empowerment/New Patient Intake training/job aids and feedback received from Empowerment/New Patient Intake Leadership.
  • Assist Empowerment/New Patient Intake Managers by reviewing calls/chats/Salesforce records when requested by internal customers to verify call quality standards are met with all potential patients and caregivers in a manner that demonstrates the mission, vision, values, and brand of CTCA by studying inbound/outbound calls/chats and associated records created in Salesforce
  • Review patient feedback and conduct analysis based on call/chat review; work with leadership/training to develop improvement plan for Stakeholders
  • Identify/escalate/analyze any opportunities to recover missed opportunities. 
  • Determine correct sample size of calls/chats/Salesforce records needed for QA assessment monthly; confirm individual monthly goals with leadership team based on Stakeholder performance and previous results.
  • Work with leadership team to review ongoing changes needed for QA tool; conduct calibration sessions to determine changes needed with QA methodology and in order decrease variation
  • Review salesforce records to confirm accurate/up-to-date documentation; supports communications between internal customers, potential patients and others reaching out to CTCA. 
  • Provide feedback about the Salesforce system functionality as it supports the sales process and ease of use for the Department.
  • Deliver reports on QA metrics to the Empowerment/New Patient Intake leadership and provides insights around adherence, quality of calls/chats/Salesforce records
  • Utilization and understanding of Microsoft Office (Word, Excel, PowerPoint, Teams, Outlook), Verint, Cisco and Salesforce
  • Work in conjunction with trainers and Empowerment/New Patient Intake leaders to support the creation of training development plans. Recommend solutions for performance issues and potential areas of training based on analysis.
  • Monitor ongoing effectiveness of training programs and measure progress in competency improvement.
  • Actively participate in all new and ongoing training initiatives: refine understanding of product and service knowledge: monitor own effectiveness for the purpose of continued improvement.   

Skills, Education and Additional Information

  • 3-5 years of proven experience within a call center environment/Customer Services/Sales and/or equivalent QA experience
  • Bachelor’s degree in Organizational Leadership, Human Resources, Business, or related field
  • Background in healthcare preferred
  • Strong initiative and judgement
  • Strong follow-up and follow-through skills
  • Strong interpersonal and written/verbal/listening communication skills
  • Strong organization/time management skills
  • Strong Analytical skills
  • Demonstrated ability to communicate and present across all levels of the organization; must be able to clearly articulate complex ideas both verbally and in writing
  • Ability to build professional relationships within department and cross-functional teams while facilitating a collaborative environment; ability to influence the execution of programs
  • Organized, self-motivated, and capable of working in a rapidly changing environment

We win together

Each CTCA employee is a Stakeholder, driven to make a true difference and help win the fight against cancer. Each day is a challenge, but this unique experience comes with rewards that you may never have thought possible. To ensure each team member brings his or her best self, we offer exceptional support and immersive training to encourage your personal and professional growth. If you’re ready to be part of something bigger and work with a passionate, dynamic group of care professionals, we invite you to join us. 

Visit: to begin your journey.

Application Instructions

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