Patient Experience & Marketing Operations Specialist

Responsibilities

• 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

Requirements

• 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.

Preferred

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