The Patient Experience Quality Manager owns how patients experience ROMTech across every interaction. This role is responsible for defining what “good” sounds like, inspecting real patient conversations, identifying breakdowns in clarity or execution, and driving corrective action through coaching, process fixes, and standards.
This is not a people-management role. It is a hands-on quality and execution role focused on reducing friction, preventing avoidable repeat contacts, improving first-contact resolution, and protecting patient trust across the full patient journey.
Core Responsibilities
Patient Interaction Quality
Review and score patient calls, texts, and emails across:
HRC (Ortho & Cardiac)
Billing Customer Service
Scheduling and Delivery-related interactions
Define and maintain patient experience quality standards by interaction type
Identify systemic patient confusion, expectation gaps, or scripting failures
Flag compliance, tone, or clarity risks before they become escalations
Quality Assurance & Measurement
Own QA scorecards aligned to patient outcomes, not just scripts
Track quality trends tied to:
Repeat contact drivers
Escalations
Delivery and billing confusion
Patient drop-off and dissatisfaction
Partner with Performance Analytics to correlate quality signals to conversion, utilization, and revenue impact
Coaching & Corrective Action
Partner with Performance Coaches and functional leaders to:
Translate QA findings into targeted coaching
Recommend script updates or workflow fixes
Close the loop on recurring patient experience failures
Participate in calibration sessions to ensure scoring consistency and fairness
Patient Journey Improvement
Identify patient experience breakdowns across handoffs:
Sales to Scheduling
Scheduling to Delivery
Delivery to Rehab
Rehab to Billing
Document root causes and recommended fixes in ClickUp
Support RCA workflows tied to patient complaints or escalations
Standards & Enablement
Maintain a centralized “what good looks like” library:
Call examples
Do / don’t patterns
Common failure modes
Partner with Training to ensure standards are reflected in onboarding, certification, and re-certification
What This Role Owns
Patient experience quality standards
QA scoring frameworks and insights
Identification of systemic patient friction
Feedback loops into coaching, scripts, and workflows
What This Role Does Not Own
Direct people management
Daily queue management
Individual rep performance ownership
One-off exception handling
Success Indicators
Reduction in repeat patient contacts
Improved first-contact resolution
Fewer escalations tied to confusion or expectation gaps
Clear linkage between quality improvements and conversion, adherence, or collections outcomes