Patient Experience & Marketing Operations Specialist

Patient Experience & Marketing Operations Specialist Creative Mind. Analytical Eye. Drive to Make Things Better. Reports To: Director of Business Operations & Patient Experience

Job Type: Part-Time (20–25 hours/week) with potential to transition to Full-Time

Work Arrangement: Hybrid (Remote & On-site at Clinic Locations)

Summary: The Patient Experience & Growth Specialist is responsible for driving patient volume and delivering an exceptional patient journey across Advanced Urgent Care & Occupational Medicine and Platte River Medical Clinic. This hybrid role combines strategic patient communications and marketing with operational data analysis.

By evaluating patient workflows, monitoring key clinic metrics, managing digital channels, and leveraging real-time data, you will identify opportunities to increase patient volume, optimize front-end clinic processes, and maintain a seamless patient experience online and in-clinic.

Duties and Responsibilities include the following. Other duties may be assigned.

• Marketing, Patient Communications & Brand Presence + Digital & Local Marketing: Maintain clinic website content, CMS updates (WordPress), and local business listings (Google Business Profile) to drive search visibility, accurate service/hours information, and online booking traffic. + Patient Messaging & Campaigns: Draft and design patient communications (emails, text announcements, in-clinic signage, FAQs) using Canva/Adobe. Plan and execute compliant bulk SMS campaigns (HIPAA, TCPA). + Reputation & Sentiment Management: Monitor and respond to online reviews across platforms in a timely, HIPAA-compliant manner. Track sentiment trends and turn patient feedback into actionable reputation strategies. + Outreach & Employer Services: Support marketing initiatives for occupational medicine, employer clients, community partners, and seasonal healthcare programs.
• Workflow Analysis, Operations & Systems + Process & Volume Optimization: Analyze front-desk, registration, and patient-flow workflows to identify bottlenecks, eliminate inefficiencies, and implement process changes that boost capacity and intake volume. + Systems Support: Troubleshoot and optimize day-to-day scheduling, check-in, and digital registration platforms for staff and patients; identify recurring technical or workflow gaps. + Standardization: Help create and refine front-end SOPs, scripts, and staff resources to ensure consistent, high-quality patient interactions across all touch points.
• Data Analysis & Performance Reporting + Data Extraction & Insights: Pull, filter, and analyze operational, marketing, and scheduling data, and campaign tools. + Performance Tracking: Monitor key performance indicators including patient volume, wait times, registration completion rates, conversion rates, campaign ROI, and revenue trends. + Actionable Reporting: Segment performance data by location, provider, and service line to deliver clear recommendations and growth strategies to executive leadership.

Education/Experience:

• High school diploma or general education degree (GED); or equivalent combination of education and experience.
• 5+ years in patient experience, healthcare marketing/communications, or clinical workflow analysis.

Specialized Training:

• Data & Analytical Skills: Advanced proficiency in Excel/data filtering to analyze operational metrics, patient volume trends, and financial reports, translating data into tangible process improvements.
• Marketing & Digital Tools: Hands-on experience with CMS platforms (WordPress), graphic design tools (Canva), online listing management, and mass communication platforms (bulk SMS/email).
• Compliance: Strong working knowledge of HIPAA regulations, TCPA SMS consent requirements, and patient privacy standards.
• Adaptability: Self-motivated professional capable of managing multiple cross-functional projects independently in a hybrid environment.

Preferred

• Background in Urgent Care, Occupational Medicine, or Primary Care settings.
• Familiarity with online review management platforms and basic local SEO best practices.

Key Performance Indicators & Growth Goals

• Increase Overall Patient Volume: Drive online bookings, site traffic conversions, and repeat visits through targeted communication and operational efficiency.
• Elevate Patient Experience: Achieve high online review scores, rapid resolution of patient feedback, and seamless digital check-in adoption.
• Optimize Operational Workflows: Reduce registration errors, streamline patient wait times, and successfully implement data-backed workflow enhancements.