Behind the Scenes with Linda Urbina: Enhancing Patient-Centered Care at Subscribili

At the core of Subscribili's mission is a commitment to making healthcare membership services more accessible and effective for both practices and their patients. As Director of Patient Experience, Linda Urbina focuses on designing strategies to effectively support client staff members and ensure patients fully understand and benefit from their services. Through her leadership, Subscribili ensures a smooth and transparent experience for both clients and patients.

Q: What is your role at Subscribili, and what do you do to support practices and their goals?

Linda: As the Director of Patient Experience at Subscribili, I focus on improving the overall experience for our members. My role involves creating strategies that increase patient satisfaction and engagement. I work hand-in-hand with practices to ensure they understand and maximize our services, empowering them to communicate effectively with their patients. By aligning our initiatives with their specific goals, we create a seamless experience for both practices and patients.

Q: What’s your favorite aspect of your current role?

Linda: My favorite part of this role is seeing the tangible difference we make in patients' lives. I love working closely with practices to ensure they can deliver high-quality care to their patients. Witnessing those improvements in patient experiences is incredibly rewarding and keeps me motivated to drive further enhancements.

Q: How do you build and maintain strong client relationships?

Linda: Building strong client relationships starts with active listening. Understanding the specific needs and challenges of each practice helps me provide personalized support. I focus on being responsive and proactive, ensuring our partners feel confident in the services we provide. The more value we add, the more trust we build, which strengthens our long-term partnerships.

Q: What’s one thing you think sets Subscribili apart from other companies?

Linda: Subscribili stands out because of our commitment to patient-centered care. We prioritize the needs of both our practices and their patients, creating an environment where everyone benefits. Our educational support and tailored approach make us a trusted partner, helping practices deliver exceptional care while driving their business goals.

Q: What’s one pain point you see from customers, and how do you help them overcome it?

Linda: A common challenge practices face is effectively communicating their membership plans to patients. We address this by providing training and resources to help practices clearly explain their offerings. When patients understand their options, it builds trust and increases satisfaction, allowing practices to thrive.

Q: What’s a recent accomplishment at Subscribili that you’re particularly proud of?

Linda: I'm especially proud of the continuous growth and improvement of our support team. Their dedication to developing their skills directly enhances the care we provide. This commitment ensures that we remain equipped to meet the evolving needs of both patients and practices, reinforcing our mission to deliver exceptional experiences.

See how Linda’s support has made a difference for our clients:

Q: How do you stay up-to-date with industry trends and advancements?

Linda: To stay current, I engage with healthcare professionals and stay informed through industry articles and resources. I also encourage our support team to share insights from their daily interactions with practices. This collective learning keeps us up-to-date with the latest trends and advancements in patient care.

Q: What’s a key piece of advice you’d give to someone new joining your team?

Linda: Always put the patient first. At Subscribili, we’re here to enhance patient experiences, so it’s vital to empathize with their needs. Collaboration is another key factor; don’t be afraid to reach out across teams to share ideas and solve problems together.

Q: What are your goals for the next year at Subscribili?

Linda: In the upcoming year, I plan to implement stronger feedback mechanisms to better understand patient preferences. Using these insights, I want to create new initiatives that directly address patient needs, ultimately elevating their experience and empowering practices to provide exceptional care.

Q: What’s a hobby or interest you enjoy outside of work?

Linda: Outside of work, I enjoy spending time with my husband of 14 years and our four pets—Molly, our toy schnauzer; Koko, our Maltese terrier mix; and our two cats, Doja and Raya. I also love hands-on hobbies like crocheting, sewing, candle-making, woodworking, and baking artisan bread. I’m passionate about music and traveling, and I find a thrilling adrenaline rush in dragstrip racing.