Director of Experience & Concierge

About Us:

Located in the heart of San Francisco, Serenity AG is opening a new, innovative mental health practice meticulously designed down to every detail to deliver the most amazing patient experience possible. Our new location specializes in treating treatment resistant depression, anxiety, PTSD, and other related medical and behavioral health issues. Everything we do is driven by our desire to offer the best in care and experience for our patients.  Our top-tier providers are the best in their field, our facility is designed for unparalleled comfort in every aspect, our Patient Advocate team is simply unmatched anywhere.  Every patient has a personal Patient Advocate that will assist in every detail from scheduling, transportation, in-clinic amenities, and handle 100% of all paperwork related to insurance.  Our patients have the luxury of focusing on their healing while we do the utmost to handle every other detail for them.

Job Description:

We are seeking a dynamic and experienced Director of Patient Experience and Concierge to help deliver on our vision of redefining what it means to be a patient-centered practice. This role will provide managerial leadership in the clinic to ensure an unparalleled culture geared in every detail to provide patients amazing experiences paired with the best healthcare possible.  This is an in-person role (not eligible for remote work). The Director of Patient Experience and Concierge is an expert in directing resources and amenities to cater to the comfort and experience of each individual patient. This individual will lead our in-clinic team in delivering unparalleled service and hospitality to our patients, and you will be supported by a world-class Patient Advocate team that is meticulous in assisting with every detail so that patients can focus exclusively on healing. The ideal candidate will have a passion for hospitality and the desire to make every patient feel like they are the only patient we serve.

Responsibilities:

• Ensure that every patient feels like they are the only patient we serve; help them to realize the most amazing, personalized, comforting experiences ever achieved in healthcare.
• Directly oversee the day-to-day operations of the clinic to ensure exceptional experiences for our patients and provider staff.  Embrace a style of “management by example.”
• Responsible for timely opening and secure closing of the Clinic and its start/end-of day procedures; ensuring staff coverage for patient arrivals/departures, check-in/out procedures, and escorting throughout the facility as needed.
• Lead the in-clinic team to always ensure a 100% patient-centric culture. This includes managing the staff (except billable providers) such that they are fully trained and held fully accountable for delivering on our promise to the patients. Work with HR on performance reviews, recognitions, disciplinary actions, and terminations.
• Conduct your behavior with the highest level of empathy, integrity, and honesty at all times.
• Anticipate patient needs and expectations. Learn about each patient’s personal preferences, likes, and dislikes with regards to receiving amazing healthcare. Document the information appropriately for future use to further enhance the patient experience.
• Review daily/weekly appointment calendars, ensure timely arrivals/departures of patients to/from the clinic to ensure proper handling of all patients (including VIPs), their preferences and be able to discuss in daily and weekly internal meetings.
• Coordinate correspondence with patients pre and post appointments.
• Provide seamless arrival/departure experience for all patients starting from profile check, pre-arrival communications, treatment room inspection, meet and greet, in-room check in, personalized amenity requests, and individualized safety requirements.
• Provide input into the development and administration of policies and protocols that will help enhance the patient experience.
• Collaborate with and marshal resources from our broader cross-functional team that shares the unified vision of delivering the absolute best patient care and experience.
• Handle patient interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolving patient issues and assisting with patient inquires as required ensuring patient issues are resolved in the most expeditious manner (e.g. <2 hrs.). Effectively address, as a top priority, any patient related issues that may arise pre-arrival or while in-clinic. Leverage the Patient Advocate team to assist whenever needed.
• Ensure prompt follow up on any patient specific issues, requests (to include amenities, room set ups, prior-authorizations, financials, etc.).
• Assist patients in all inquiries in connection with clinic services, guidelines, procedures, and other elements and programs designed to allow patients (and their loved ones) to focus on their treatments and the betterment of their health.
• Continually work to develop new, creative, concierge experiences to enhance the enjoyment of our patients.
• Assist all departments in time of need especially the Front Office, Scheduling, and Patient Advocacy communications (phone, secure messaging, emails).
• Work closely with the Chief Medical Officer to ensure 100% compliance with regulations and clinic policies and procedures.
• Responsible for ensuring everyone’s compliance with all aspects of patient privacy, patient Protected Health Information (PHI), and HIPAA and related regulations.
• Ensure all appropriate inventories are properly ordered and maintained.
• Perform any additional duties as assigned by the management.

Qualifications:

• Exceptional organizational skills, attention to detail, problem solving abilities and the ability to manage several demanding tasks in a consistently busy environment.
• Strong managerial skills are essential; expertise in team coaching and development is a must.
• Excellent personal presentation and interpersonal skills; must present a polished, positive, empathetic, and professional image at all times.
• Passionate about the patient journey & experience; have a high degree of empathy and be able to work with patience and discretion.
• Experience in high-end hospitality or concierge customer service environment.
• Effective problem-solving and mediation skills.
• The ability to coach and motivate a high-performance patient-centric team. 
• Luxury hotel, cruise-line, and/or other hospitality industry experience is considered a plus.
• While this is typically a Monday-Friday role, must be flexible to work early mornings, late evenings, and even some weekends and holidays.
• A minimum of five years of progressive experience managing staff, including hiring, onboarding, training, supervising, and evaluation for continuous improvement. Startup experience or experience in a growing organization is a plus.
• Recent experience directly overseeing the complete operation of a high-performance hospitality-focused team.
• Excellent interpersonal relationship abilities with a diverse range of personalities.
• Strong written and verbal communication skills.
• Ability to work collaboratively with a large, remote, cross-functional team.　
• Proficiency in working in our technology suite:  Google Workspace, Chromebooks, MacBooks, mobile apps, etc.
• Must be an organized multi-tasker able to remain calm and positive under pressure
• Commitment to excellence, attention to detail and accountability
• Strong sense of urgency in work coupled with accuracy.
• Able to sit, stand and walk up to 8 hours; able to lift and carry up to 20 pounds.

Benefits:

• Medical, Dental, and Vision Insurance
• Paid holidays, vacation, and sick time
• Flex Spending Account (FSA)
• 401K Retirement savings plan with 6% match
• Employee Assistance Program
• Short-term and Long-term Disability insurance
• Life Insurance
• Growth & development opportunities