Job Description

Job Description

Job Description

Company Overview:

Ascend Aesthetic Partners is a trailblazer in the cosmetic surgery field, operating twelve clinics across the United States currently. We are on an exhilarating journey, planning to expand significantly over the next 3-5 years. Our mission is to guide patients toward their optimal selves, renewing self-confidence and well-being. In joining us, you will be part of a culture that values relentless pursuit of excellence, compassion, community, accountability, and a winning team spirit. This is an opportunity to thrive in a fast-paced environment, significantly contributing to our ambitious growth and pioneering efforts in aesthetic care.

Patient Experience Manager:

We are seeking a patient focused marketer; a role tailored for a dynamic, results-driven marketing leader focused enhancing the patient experience in Ascend Aesthetic clinics. This role will be at the forefront of our practice experience, supporting the clinics in driving a best in class patient experience. This position will be responsible for identifying patient experience and reputational enhancing opportunities, building & implementing supporting tools, and developing best in class patient experience processes. In addition, implementing measures to support & establish best practices in Ascend partner clinics.

Key Responsibilities:

• Conduct patient experience assessments in individual clinics, summarizing observations and making recommendations to enhance patient experience within individual clinics.
• Educate the clinics on the definition and principles of great patient experience and identifying Best practices.
• Leveraging great patient experience principles develop a lead conversion strategy for the Ascend Aesthetic partner clinics.
• Develop an Attribution model allowing individual clinics to measure, track, and identify opportunities to improve patient experience and improve lead conversion rates.
• Conduct patient experience customer journey map exercises at individual clinics as necessary to identify current state and identify opportunities to improve patient experience practices and processes.
• Design, contract, and co-ordinate patient research to measure NPS, & CSAT at the clinics.
• Execute the reputational management strategy for Ascend and the clinics
• Track & monitor google reviews and other sources of patient feedback as well as social media channels to ensure we are identifying and addressing potential patient experience issues.
• Respond to patient reviews as appropriate to demonstrate we are listening and responding to patient concerns.
• Develop and manage the patient experience budget as required (market research, etc.)

Qualifications:

• Bachelor’s degree in Marketing, Business Administration, Communications or related field and five years of relevant experience or an equivalent combination of education and appropriate experience.
• Multi-site experience working with diverse brands (working in healthcare a plus)
• Expertise & innovation in B2B and B2C customer experience.
• Ability to work closely with local clinics to tailor patient expereince strategies to their unique needs.
• Strong leadership and project management skills, capable of managing multiple initiatives in a dynamic environment.
• Excellent verbal and written communication skills, with experience in brand messaging and ability to engage effectively with various stakeholders.
• Ambitious, resilient, and committed to exceptional execution and results.

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