Position Summary

Wellbox is a growing healthcare company that provides innovative chronic, preventative and virtual care management solutions. These comprehensive solutions help assess and improve the health outcomes of our patients.

Wellbox is seeking a dynamic and passionate individual to lead the charge on its patient experience initiatives. This person would embrace our vision of providing positive healthcare experiences by implementing and overseeing a strategic plan intended to improve patient engagement and satisfaction with our programs.


Essential Functions

Responsibilities include but are not limited to:

·         Analyzes and reviews patient satisfaction data from comments, letters, surveys, and phone calls

·         Produces weekly, monthly, and quarterly reports as well as custom requests as needed on patient satisfaction, engagement and program disenrollment

·         Interprets patient satisfaction analytics into an actionable plan

·         Collaborates with all patient-facing departments to responding to patient concerns that are received via letter, website, survey, or phone call

·         Has empathetic and relationship-centered communications with patients and families via phone call or written correspondence

·         Works alongside the management team to develop a patient experience plan; oversees the implementation and progress of that plan

·         Manages the call quality and productivity of the patient outreach and support team; works with the team to improve performance where needed


Supervisory Responsibility

This person is responsible for training and managing a team of 8-10 call center employees.



Limited to no travel is required.


Position Type and Expected Hours of Work

This is a full time, in-office position. Our hours of operation are Monday through Friday from 8 am – 4:30 pm, with a thirty-minute break for lunch.


Required Education, Experience, and Competencies

·         Bachelor’s degree plus 2-4 years of experience in healthcare

·         Management of patient call center or customer service personnel required

·         Analytical thinking and highly skilled in working with data and technology

·         Self-directed with strong organizational skills and ability to manage multiple projects

·         Effective oral and written communication skills with the ability to articulate complex information in understandable terms to various audiences

·         Superior customer service skills including the ability to engage in high quality, patient centric communications 

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