PSC - Experience Partner

Schweiger is one of the leading dermatology practices in the country with over 580+ healthcare providers and over 170+ offices in New York, New Jersey, Pennsylvania, Connecticut, Florida, Illinois, Missouri, Minnesota, and California. Schweiger provides medical, cosmetic, and surgical dermatology and allergy services with over 2.5 million patient visits annually.

Our mission is to create the Ultimate Patient Experience and a great working environment for our providers, support staff and all team members.

Schweiger has been included in the Inc. 5000 Fastest Growing Private Companies in America list for seven consecutive years. Schweiger has also received Great Place to Work certification. To learn more, click here.  

Schweiger's Ultimate Employee Experience:  

• Positive work environment with the tools you need to do your job and grow
• Full time employees (30+ hours per week) are eligible for:
  • Medical (Virtual Care included), HSA/FSA, Dental, Vision on 1st of the month after hire date 
  • 401K after 30 days of employment
  • Company Sponsored Short Term Disability (Only applicable for non-California employee)
  • Pre-tax savings available for public transit commuters
  • Your birthday is an additional personal holiday   
• Part-time employees (less than 30 hours) are eligible for:
  • Dental and Vision on 1st of the month after date of hire
  • 401K after 30 days of employment
• Employee discounts on Schweiger skin care products & cosmetic services 

Job Summary: The Experience Partner owns training and development for every agent who talks to or texts our patients. Using AI call and message listening, quality scores, and patient and provider feedback, this role finds where the experience breaks down, builds the training that fixes it, and proves it worked. Success is measured by improvement in our experience scores. Partners directly with call center leadership and our outsourced call center partners.

Our Patient Support Center handles roughly 50,000 calls and 35,000 text messages a week for about 170 dermatology and allergy offices, staffed by our own team, two outsourced partners, and AI tools. We already listen to almost everything. The Experience Partner turns that into better agents.

Job Responsibilities

• Find the gaps. Use AI listening, quality scores, and patient and provider feedback to pinpoint where the experience breaks down: which skills, workflows, teams, and agents.
• Build the training that fixes them. Design and deliver onboarding and ongoing training for phone and text agents, in-house and outsourced. Keep it practical and tied to a specific problem.
• Develop people, not just courses. Partner with supervisors and managers so coaching happens every week. Give leaders the tools and examples to coach consistently.
• Hold one standard everywhere. Make sure both outsourced partners train to our standard and that it shows in their scores.
• Run the quality program. Own the scorecards and listening process for both human and AI interactions.
• Prove it worked. Track whether each training effort moved the numbers. Keep what works, fix or drop what doesn't, and report results to leadership.
• Keep training current. Make sure agents learn about tool, workflow, and provider changes before patients feel them.
• How we'll measure success:
• Patient and provider experience scores
• Quality scores for phone and text interactions
• Fewer repeat complaints on issues already addressed through training
• Speed to proficiency for new agents
• Other duties as assigned by supervisor on an as needed basis.

Qualifications

• 3+ years of related experience
• Bachelor’s Degree in related field preferred
• Experience in contact center training, quality, or learning and development, ideally across both phone and text or chat.
• A track record of using data to decide what to train, and showing that training moved a result.
• Comfort coaching frontline staff and working with outsourced partners you don't directly manage.
• Curiosity about AI tools. You don't need to be technical, but you need to be comfortable using AI listening and analysis to find patterns.
• Clear writing and the ability to turn a messy problem into simple training people remember.
• Healthcare experience is a plus, not a requirement. We'll teach you dermatology.
• Working knowledge of HIPAA & OSHA compliance

Compensation Range: $24.00-$28.00/hr.

Schweiger, is an equal opportunity employer and does not discriminate in its hiring process with applicants, whether internal or external, because of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, gender identity, disability, genetic information, veteran status, military status, application for military service or any other class per local, state or federal law.    

Schweiger does not require vaccination for COVID-19 in order to be considered for employment; however, some state guidelines may require that we keep record of your vaccination status on file.