Patient Experience Specialist - New York, NY

Discover Better Health Careers with Rendr!

Who We Are

Rendr is the leading primary care–focused, multi-specialty medical group dedicated to serving Asian communities in New York. With 20+ clinical specialties across 100+ clinics, Rendr delivers comprehensive, culturally responsive care to approximately 200,000 patients across New York City and Nassau County.

Our mission is to provide world-class, value-based healthcare with kindness to Asian communities. By combining high-quality, coordinated clinical services, advanced technology, and a deep understanding of the communities we serve, Rendr is working to improve access, patient experience, and health outcomes.

Joining Rendr means becoming part of a growing, mission-driven healthcare organization with the scale and ambition to transform community-based care for Asian communities.

Why Join Rendr?

• Opportunities for professional growth and development.
• Competitive salary and benefits package. (Salary is based on previous experience and years of service.)
• Join a team that values employee, embraces diversity, and is committed to making a meaningful impact within our communities.

Benefits We Offer

• Medical, Dental, and Vision Insurance
• 401k with Company Match
• Paid Time Off
• Paid Holidays/ Floating Holiday(s)
• Commuter Benefits
• Health Savings Account/ Flexible Spending Account/ Dependent Care Account
• Annual Performance Bonus

Job Overview

The Patient Experience & Service Excellence Specialist is responsible for elevating the quality of patient-centered care across all Rendr sites by observing real-time patient and staff interactions, identifying opportunities for improvement, and delivering targeted training to frontline teams. This role serves as a key driver of Rendr’s commitment to exceptional patient experience within a value-based care model. The Specialist will routinely visit clinical sites, assess service standards, coach staff, and implement structured training programs focused on communication, cultural competency, and service excellence.

Essential Functions

• Conduct regular onsite visits across all locations to observe patient flow, staff interactions, and overall service delivery.
• Evaluate patient experience across key touchpoints (front desk, intake, clinical visit, checkout).
• Identify gaps in service quality, communication, and workflow efficiency.
• Document findings and provide actionable recommendations to site leadership.
• Develop and deliver engaging training programs focused on patient service excellence, professionalism, and communication.
• Provide real-time coaching to front desk staff, medical assistants, and clinical staff.
• Reinforce best practices in patient engagement, empathy, and culturally competent care.
• Support onboarding and continuous education initiatives tied to patient experience.
• Design and maintain standardized patient experience training materials, playbooks, and toolkits.
• Establish clear service standards aligned with Rendr’s mission and VBC goals.
• Partner with leadership to implement scalable training programs across all sites.
• Track and ensure consistency in service delivery across locations.
• Monitor key patient experience metrics (e.g., patient satisfaction scores, complaints, feedback trends).
• Collaborate with operations and clinical leadership to address performance gaps.
• Support initiatives aimed at improving quality outcomes and patient retention.
• Provide regular reporting and insights to leadership.
• Work closely with Site Managers and Operations Directors to align training with operational needs.
• Support organizational initiatives related to patient engagement, quality improvement, and VBC performance.
• Act as a cultural ambassador promoting patient-first values across the organization.

Qualifications

• 2–4 years of experience in healthcare operations, patient experience, hospitality, or training roles.
• Proven experience in staff training, coaching, or facilitation strongly preferred.
• Experience working in multi-site healthcare environments is a plus.
• Bilingual in English and Chinese (Mandarin or Cantonese) required.
• Ability to effectively communicate, train, and coach staff in both languages.
• Strong interpersonal and communication skills
• Excellent observational and analytical skills.
• Ability to identify workflow and service improvement opportunities.
• Engaging presenter with strong facilitation skills.
• High emotional intelligence and cultural sensitivity.
• Organized and detail-oriented with strong follow-through.
• Ability to travel frequently between sites.

Work Environment & Expectations

• Frequent travel to multiple clinical sites is required (majority of time spent in the field).
• Fast-paced, dynamic healthcare environment.

Rendr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We look forward to reviewing your application and exploring the possibility of you joining our team!