Patient Experience Associate Jobs

About Luna

Are you ready to re-imagine how physical therapy is delivered?

Founded in 2018, Luna has rapidly emerged as the fastest mobile on-demand physical therapy clinic. Currently in 50 current markets and 27 states and growing, Luna has solved a longstanding problem in the physical therapy industry with our award-winning app. Our unique technology creates a pathway to quick, safe, and meaningful care with outstanding clinical outcomes. Undoubtedly, Luna represents the physical therapy delivery of the future.

It is talented people who make the real difference in the lives of patients — everyone from our therapists to our concierge associates, engineers, and relationship managers.

Job Summary:

The Patient Experience Associate I is responsible for monitoring and documenting patient feedback and reviews, supporting clinicians in scoped patient experience situations, escalating complex patient experience issues to the Patient Experience Specialist or appropriate teams. Excellent written and verbal communication to support data tracking and collaboration is a key skill for this role. This role also participates in team meetings, data analysis, and projects as requested by the leadership team.

Responsibilities include but are not limited to:

Monitor and respond to patient feedback and reviews in a timely and professional manner

Support clinicians in scoped patient experience situations

Collaborate with Patient Experience Specialist & Senior Clinical Program Manager to escalate high urgency or complex situations

Document communication to support data tracking and analysis

Participate in team meetings, data review and analysis

Support projects as requested by the leadership team

Continuously evaluate patient feedback and identify areas for improvement

Ensure compliance with patient experience standards and regulations

Job Qualifications:

High school diploma or equivalent

Healthcare experience in customer facing role is a must

Excellent communication and interpersonal skills

Strong attention to detail and organizational skills

Ability to work independently and in a team environment

Experience With Data Entry And Analysis Preferred

Ability to maintain confidentiality and handle sensitive information in a professional manner

Willingness to work flexible hours, including evenings and weekends, as needed

#LUNACORP1

Company Values

Care Exceptionally

The success of our patients, therapists, physicians, and team members is critical.

Be Incredibly Relentless

Changing healthcare is hard. It takes daily refocusing to advance our cause. Be ambitious and think big.

Make an Impact

Take ownership. Act with commitment and dedication. Work smart. Be self-directing and decisive. Speed matters. Use data when possible but trust your instincts. Get stuff done. The details matter.

Become 1% Better, Every Day

Constantly seeks opportunities to improve. Practice blameless problem-solving. Have a growth mindset.