Patient and Communications Manager

Position: Patient Experience and Communications Manager

Location: Irving, TX

Job : 229

# of Openings: 1

At Valora Medical Group, we’re redefining what patient-centered care looks like. We’re not just answering calls or scheduling visits, we’re creating meaningful experiences that build trust, improve outcomes, and make patients feel seen and valued.

We’re seeking a bilingual (English/Spanish) Patient Experience & Communications Manager who is passionate about elevating service standards, optimizing communication channels, and leading initiatives that directly impact patient satisfaction across our organization.

If you thrive in a fast-paced environment and are driven by results, leadership, and innovation, we want you on our team!

The Patient Experience & Communications Manager is responsible for overseeing patient interactions across multiple communication channels, ensuring exceptional customer service, and driving improvements in patient satisfaction. This role will monitor and manage the phone system, audit calls, oversee KPIs, manage outbound patient outreach, and handle online reputation management. Additionally, this position will manage after-hours service calls to ensure all patient concerns are appropriately handled by providers and office staff.

The role requires strong leadership, analytical, and communication skills to enhance the overall patient experience at all clinic locations.

• Monitor and manage the phone system to ensure optimal functionality and efficiency.
• Audit incoming and outgoing calls to assess adherence to quality standards.
• Ensure that all KPIs related to call handling, response times, and service quality are consistently met.
• Provide coaching and training to clinic staff and managers to enhance phone interactions and overall customer service.

• Oversee after-hours service calls, ensuring that all patient inquiries and concerns are addressed by the appropriate provider or office staff.
• Track and follow up on unresolved after-hours calls to guarantee patient needs are met in a timely manner.
• Collaborate with clinic managers to ensure proper protocols are followed for handling urgent patient calls outside of business hours.

• Handle patient complaints and escalations, ensuring timely and professional resolution.
• Document and analyze complaint trends, presenting key findings and recommendations to the management team.
• Collaborate with managers and clinic staff to implement corrective actions and prevent recurring service issues.
• Manage and execute outbound campaigns to improve patient engagement, including: scheduling Annual Wellness Visits (AWVs), following up on missed appointments, contacting patients for post-visit follow-ups and care reminders
• Ensure efficient and effective patient outreach by leveraging call scripts, automation tools, and follow-up strategies.
• Monitor, manage, and respond to online patient reviews and comments across social media platforms (Google, Facebook, Health grades, etc.).
• Track and report clinic and provider ratings, identifying trends and areas for improvement.
• Develop and execute reputation management strategies to enhance public perception and patient trust.
• Collaborate with the marketing team to address patient concerns and improve online presence.
• Regularly review patient satisfaction surveys and identify areas for service enhancement.
• Work closely with clinic managers and regional leadership to implement improvements based on patient feedback.
• Develop and recommend training programs or process changes to improve overall patient experience.

• Act professionally and treat patients, co-workers, and leadership with respect.
• Motivate and empower the teams to maximize outcomes and maintain a positive work environment.
• Adheres to and models company standards, processes, and protocols including but not limited to attendance, schedule adherence, industry requirements.
• Lead by example and champion Valora’s vision, mission, and values
• Other duties as assigned by management

• Bachelor's…